Whilst we will always attempt to provide assistance to those that are experiencing genuine financial difficulty, we may not always be able to provide this assistance, for a variety of reasons.
Should you disagree with a decision made by BCU, or wish to make a complaint in relation to your request for hardship, you can utilise BCU's internal dispute resolution (IDR) process by calling our Contact Centre on 1300 228 228 and requesting to speak with the Member Advocate, or:
Phone: 1300 228 228
Email: Member Advocate
Mail: Attn: Member Advocate, BCU, PO Box 1563, Coffs Harbour, NSW 2450.
We also subscribe to an external dispute resolution scheme (EDR) provided by the Australian Financial Complaints Authority (AFCA). AFCA can be contacted as follows:
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
AFCA is an independent complaints scheme that is free to customers of financial institutions. Please note that it is important to attempt to resolve your dispute with BCU Bank prior to contacting or lodging a dispute or complaint with AFCA.