While we’ll always try to support customers experiencing financial difficulty, we may not always be able to offer the assistance you’re after.
If you:
- are not satisfied with the response or support provided by BCU Bank, or
- would like to make a complaint about how your hardship request was handled
you can use our internal dispute resolution (IDR) process by contacting our Member Engagement Team:
Online: Feedback form
Email: memberadvocate@bcu.com.au
Phone: 1300 228 228
Mail: Attn: Member Advocate, BCU, PO Box 1563, Coffs Harbour, NSW 2450
If you're still not satisfied after raising your concerns with us, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme (EDR) and is free to customers of financial institutions.
AFCA's contact details can be found on their website.
Please note: You should first try to resolve your dispute with BCU Bank before contacting or lodging a dispute or complaint with AFCA.