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Your Customer Advocate

Delivering on our service promise

We’re committed to providing great service, and our people are dedicated to ensuring we help our customers through life to achieve their financial goals.

If we have not lived up to this promise, and you have a concern or complaint about us, we want to make sure you’re listened to and that your issue is dealt with in a fair and balanced way.

The complaints review process

If you have a complaint or concern, please first visit the ‘Feedback and complaints’ section of our website which provides information on our complaints review processes.  Your first point of contact should be one of our team in branch or on the phone, or your relationship manager.

You can also lodge a complaint online using our Secure Feedback Form.

Your Customer Advocate

As a customer of Bank of Melbourne, Adrian Ahern is your Customer Advocate whose role is to advise and guide our complaint team on how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.

Our Customer Advocate, Adrian Ahern, and his team can be contacted by:

emailcustomeradvocate@bankofmelbourne.com.au  
mail: Customer Advocate, GPO Box 1, Sydney 2000, NSW Australia

Adrian Ahern

Adrian Ahern

Adrian was appointed the inaugural Customer Advocate for the Westpac Group in November 2016. 

Adrian represents customers and is independent of Westpac Group’s business units.

Adrian recommends changes to policies and procedures to ensure the best outcomes for customers and provides advice and guidance to our complaints team on how best to resolve a customer complaint.

Prior to joining the Westpac Group Adrian was a lawyer for more than 30 years, most recently as a partner at international law firm, Norton Rose Fulbright, where he held various roles including Global Chairman.