Your Customer Advocate
Delivering on our service promise
We’re committed to providing great service, and helping our customers achieve their financial goals.
If we haven’t 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 as a personal or small business customer, your first point of contact is one of our team in branch or over the phone, or your relationship manager.
If they can’t resolve your concern, our Customer Experience team is here to help. They can be reached at firstname.lastname@example.org.
Your Customer Advocate
If you are still unhappy with the outcome of this process, please contact your Customer Advocate, Adrian Ahern. Adrian has been appointed to enhance our complaint resolution process.
Adrian can be emailed on: email@example.com
Adrian is here to provide an objective and independent review of the outcome of your complaint. His recommendations are binding on Bank of Melbourne but it’s up to you if you want to accept or reject the determination.
You can also contact the Financial Ombudsman Service (FOS), an external dispute resolution service:
Adrian was appointed the inaugural Customer Advocate for all brands across the Westpac Group in November 2016.
Adrian represents customers and is independent of the Group’s business units. He reports directly to the Deputy CEO.
As Customer Advocate he offers an avenue of independent review for personal and small business customers that’s separate to our standard internal review processes.
His role provides customers an additional level of confidence that our review processes are fair and balanced.
Adrian also recommends changes to policies and procedures to ensure the best outcomes for customers.
Before joining Westpac Group, Adrian had been a lawyer for more than 30 years. Most recently he was a partner at international law firm Norton Rose Fulbright, where he held various roles including Global Chairman.
Adrian also has an extensive background working with non-profit organisations in Australia and overseas, including the Salvation Army Fundraising committee for Sydney, the Australian World Orchestra, and the Australia-Japan Friendship groups. He has also been heavily involved in the Jawun program, and is passionate about Indigenous issues and other social justice issues.