Feedback and complaints
At Bank of Melbourne we welcome your feedback and complaints as an opportunity to improve our service, provide feedback to our staff and put things right when we have let you down.
Report a hoax or scam.
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 in the moment. 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 Solutions team.
Our Customer 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.
Your complaint will be reviewed in line with our FAIRGO principles.
Adrian Ahern is your Customer Advocate whose role is to advise and guide our complaint team in how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.
Our public complaints policy
Our public complaints policy Let us know what you think explains;
- how you may lodge a complaint;
- the options available to assist customers who may need additional assistance to lodge a complaint;
- our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
- response timeframes; and
- details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.
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 and complaint form.
If you prefer to mail
Bank of Melbourne Customer Solutions,
Level 5, 150 Collins Street, Melbourne VIC 3000
If you are in a branch
You can tell us in person.
Customers with accessibility requirements
We take seriously our commitment to provide accessible services for our customers and ensuring our complaints process is easy to understand and use.
If you are Deaf and/or find it hard hearing or speaking with people, these videos show how simple it is to share feedback with us, and what you can expect if you raise a complaint.
For information on all our accessible options, please go to Access and Inclusion.
Our complaints process - with Auslan interpreter
Our complaints process - with captions
Easy English guide on how to make a complaint
This document is translated into easy english, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to make a complaint and what happens if you do complain.
If you need to, you can get someone to help you:
- Read this book
- Understand what this book is about
- Find more information
There are a few easy ways to share feedback, you can choose the one that suits you best.
Plain language translation guide - how to make a complaint
This guide is to help customers who don't speak English as their first language and wish to make a complaint. This guide explains how to make a complaint, what we will do to fix the problem and how long you can expect the process to take.
The guide is available in the following languages:
If you are still unhappy.
If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is not part of Bank of Melbourne. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.
The contact details for AFCA are set out below.
- Australian Financial Complaints Authority:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Other options may be available to you. You may wish to get legal advice from your community legal centre or Legal Aid.
You can review our feedback brochure here.