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Feedback

At BCU Bank, we’re committed to providing service, and growing while we're at it.

We'd love your feedback

Our customers shape who we are, so we really value your feedback. By sharing your experiences with us, you help us get better and grow.

Tell us what we're doing right

Share the good vibes! If you’ve had a positive experience with our team or one of our products or services, let us know. Your compliments make our day and motivate us to keep doing great work.

Give us a compliment

Let us know how we can improve

We’re genuinely sorry if your experience with us fell short. If something went wrong, you’re not satisfied, or you have suggestions for improvement, your feedback can help us do better.

Provide feedback

How to make a complaint

We know that things don’t always go perfectly, and we’re here to listen. You can reach out to us in a few different ways to provide your feedback. We’ll aim to resolve your issue when you first get in touch.

Online

Complete our online form and provide us with the details of your complaint.

Complete our feedback form

In a branch

Visit your nearest BCU Bank branch to speak with someone face-to-face.

Find a branch

Over the phone

Call us on 1300 228 228 and speak with one of the staff in our contact centre.

Call us

National Relay Service (NRS)

If you are deaf, or have a hearing or speech impairment, the NRS can help you speak with us over the phone. Just call 133 677 and ask for "BCU Bank" or "1300 228 228". You will need to register with the NRS prior to using their service.

Call us using the NRS More information

Translation services

If you’d prefer to communicate in a language other than English, we offer a free on-demand translation service. When calling us or visiting a branch, please let a team member know if an interpreter would be helpful and advise us of your preferred language.

Customer Owned Banking Code of Practice

BCU Bank voluntarily subscribes to, and is committed to complying with, the Customer Owned Banking Code of Practice. If you feel your issue has arisen due to a breach in the Customer Owned Banking Code of Practice and is not regarding compensation, you can contact the Code Compliance Committee.

Contact the Code Compliance Committee Learn more about the Code

Got a question about the complaints process?

We’ll always try to resolve any complaints when you first contact us, but sometimes this isn’t always possible. If your complaint requires a more detailed investigation than your local branch or our team in the contact centre can provide, your complaint may be referred to our Member Advocate for specialist assistance.

If you’ve already tried to resolve your complaint at a branch or through the contact centre and aren’t satisfied with the outcome, you may also contact our Member Advocate by:

  • We'll let you know when we've received your complaint.
  • We'll make sure your complaint reaches the appropriate team and give you the name and contact details of the person who's handling it, so you can follow up if you want to.
  • We'll do everything we can to fix the problem, while keeping you up to date on the progress.
  • We'll work with you to find a solution and provide a final response, generally within five business days.

If we’re unable to provide a final response within five business days, we will tell you:

  • the reason for the delay,
  • about your right to complain to the relevant external dispute resolution scheme, and
  • the contact details of the relevant external dispute resolution scheme.

After our internal dispute resolution process is completed, and if you’re not satisfied with the response provided, you have the option to lodge a dispute with the Australian Financial Complaints Authority (AFCA), an external dispute resolution body. AFCA provides a fair and independent complaint resolution service that is free to customers.

Australian Financial Complaints Authority (AFCA)
Email: info@afca.org.au
Phone: 1800 931 678
Postal address: GPO Box 3, Melbourne, VIC, 3001

If your complaint is related to your privacy, you may lodge a dispute to the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Postal address: GPO Box 5218, Sydney NSW 2001