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Customer feedback and complaints

At Bank of Melbourne we welcome your suggestions, compliments and complaints as an opportunity to improve our service, provide feedback to our staff and put things right when we have let you down.

Please click here if you are looking to report a hoax or scam.

Making a suggestion.

If you have any suggestions you feel will enable us to provide you with better products and services, please let us know.

Making a compliment.

There is nothing so encouraging as a well-earned compliment. So if you have received exceptional service from Bank of Melbourne, please let us know so that we can pass on the compliment.

Making a complaint.

If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.

Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint on the spot. If we need some additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Experience team.

Our Customer Experience Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint.

Contact us.

If you are a Business Bank, Institutional Bank, Premium Banking or Private Banking customer please contact your Relationship Manager or Private Banker in the first instance.  Alternatively, you can contact us using the following contact details.

Over the phone:

Please call us from anywhere in Australia on 13 22 66 (8am – 8pm 7 days).

Over the internet:

Using the secure feedback form

If you prefer to email or mail:

bomcustomerexperience@bankofmelbourne.com.au

Bank of Melbourne Customer Experience,

Level 5, 150 Collins Street, Melbourne VIC 3000

If you are in a branch:

You can tell us in person.

If you are still unhappy.

If you are not satisfied with our response or handling of your complaint, you can contact the Bank of Melbourne Customer Advocate (Customer Advocate) or an external dispute resolution scheme (External Scheme).  Time limits apply to complain to an External Scheme. Please refer to the relevant External Scheme’s website set out below for details.

Customer Advocate

The role of the Customer Advocate is to provide an independent review of the outcome of your complaint. The Customer Advocate operates separately from our day to day business areas and its recommendations are binding on the bank. If you choose to contact the Customer Advocate first, you can still refer your complaint to an External Scheme if you remain dissatisfied. The Customer Advocate will advise you of the kinds of complaints they can help with. Find out more (and how to contact) your Customer Advocate.

The Bank of Melbourne Customer Advocate can be contacted by email or mail:

customeradvocate@bankofmelbourne.com.au

Customer Advocate, Reply Paid 5265, Sydney NSW 2001

Please include the following information in your correspondence to the Customer Advocate;

  • Your customer number and complaint reference number
  • Your preferred contact details
  • A brief description of your complaint

External Scheme

External Schemes are not part of Bank of Melbourne. They provide a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within the External Scheme’s terms of reference.

The contact details for the External Schemes are set out below.

If your complaint is not superannuation related and your complaint is lodged:

before 1 November 2018, you may lodge your complaint with the Financial Ombudsman Service Australia:

Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001

on or after 1 November 2018, you may lodge your complaint with the Australian Financial Complaints Authority:

Online: www.afca.org.au  
Email: info@afca.org.au
Phone: 1800 931 678  (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

If your complaint relates to superannuation funds, annuities and deferred accounts and retirement savings accounts and your complaint is lodged:

before 1 November 2018, you may lodge your complaint with the Superannuation Complaints Tribunal:
Online: www.sct.gov.au
Email: info@sct.gov.au
Phone: 1300 884 114
Mail: Superannuation Complaints Tribunal Locked Bag 3060 Melbourne VIC 3001

on or after 1 November 2018, you may lodge your complaint with the Australian Financial Complaints Authority:
Online: www.afca.org.au  
Email: info@afca.org.au
Phone: 1800 931 678  (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Other alternatives

Other options may be available to you.  You may wish to get legal advice from your community legal centre or Legal Aid.

You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au