Feedback and complaints

We welcome your feedback whether it's a compliment, suggestion or 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.

A copy of our Let Us Know What You Think (PDF, 181 KB) is available for you to download.

Contact us

  • Over the phone - 13 22 66 centres are open 8am - 8pm, Monday – Saturday. This is the fastest way to provide feedback and resolve any concerns.
  • In person - at any branch.
  • Online - provide feedback, share your suggestions, provide a complaint or compliment using our secure feedback form.

In the unlikely event we cannot resolve your concern at your first point of contact, we'll then refer the complaint to our dedicated Customer Experience team.

If you're not satisfied with the outcome of your initial complaint you can ask for an independent review by your Bank of Melbourne Customer Advocate or raise it with the Financial Ombudsman Service (FOS) - contact details are available below. If you request the Customer Advocate to carry out an independent review of your complaint and are not satisfied with the results, you can still raise it with FOS.

Find out more about Your Customer Advocate.

Financial Ombudsman Service (Australia)

The Financial Ombudsman Service helps individuals and small business customers resolve problems and disputes with their bank. You can contact the FOS on 1800 367 287 or lodge your dispute online at: www.fos.org.au.