Border Bank is committed to providing quality in the products and services we offer to all our members. Your feedback is always valuable to us, as it provides us the opportunity to improve our services. In the event that we fail to meet your expectations, or you are disappointed with a service or product, we would like the opportunity to rectify your experience with us. We always strive to provide the best service possible. In the event you have had a good experience with us, we would like to hear your feedback.
Whilst we understand the frustration you may feel when a product or service fails to meet your expectations, your cooperation and assistance during the process will assist us in resolving your dispute as fairly and efficiently as we possibly can.
How you can lodge a complaint or feedback/compliment
- Submit a secure message on our website
- Telephone our Contact Centre on 132 267
- Download and mail our form
- Visit a Branch
What Happens Next?
- Once we receive your complaint, our staff will attempt to resolve your complaint on the spot. If we are unable to resolve your complaint on the spot, we will contact you within 48 business hours.
- Some complaints may take up to 21 – 45 days to be resolved. We will do our best to keep you informed of our progress in resolving your complaint.
What if I am not happy with your decision?
- We hope that our internal process will provide you with an outcome that satisfies your expectations. If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Lodge a Complaint or Feedback/Compliment
Submit a secure message on our website
Register your complaint or feedback/compliment here on our website:
Our staff will come back to you within 48 business hours.
Depending on the nature of your complaint, we may need to escalate it. In the event that it is escalated, this could take up to 45 days for your complaint to be resolved; however, we will ensure that we keep you updated of our progress.
Telephone our Contact Centre
Our Contact Centre is open from 8:00am to 6:00pm Monday to Friday.
The Contact Centre staff will do their best to ensure your complaint is resolved efficiently and to the best of their ability.
Depending on the nature of your complaint, we may need to escalate it. In the event that it is escalated, this could take up to 45 days for your complaint to be resolved; however, we will ensure that we keep you updated of our progress.
Phone: 132 267
Download and mail our form
Download and Complete the Member Complaint/Dispute Resolution Form. Mail the completed Form, together with any relevant supporting documentation to:
Investigating Officer
Border Bank
REPLY PAID 63593
Surry Hills NSW 2010
Once we have received and reviewed your complaint, we will contact you and inform you of our progress. Whilst it is our best endeavour to ensure we resolve all complaints quickly, we ask that you allow time for the form to reach our office, this could take approximately 5 days.
Please note: No postage stamp is required.
Visit a Branch
You can visit one of our Branches, who will do their best to assist you in resolving your complaint. However, in some instances, they may not be able to resolve your complaint on the spot. If that occurs, we will escalate your complaint, and contact you to inform you of our progress.
