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We'd love your feedback

Compliments and complaints

We love hearing positive feedback!

If you've had a positive experience with a member of our team or one of our products, we want to hear about it! We'll pass on the feedback and make sure we keep delivering great service.

Compliment us!

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...and we're here to listen if you're unhappy, too.

If you're not satisfied with our products or services, or if you think there's something we can improve, we welcome your feedback so that we can work to make things right for you.

Make a complaint

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What happens after lodging a complaint?

  • We'll let you know 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.
  • We'll do everything we can to fix the problem and keep 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.

What if my complaint can't be resolved upon initial contact?

If your complaint requires a more detailed investigation than your local branch or a Contact Centre Consultant is able to provide, your complaint may be referred to our Member Advocate for specialist assistance.

If you have tried to resolve your complaint at your branch or through the Contact Centre and are not satisfied with the outcome, you may also contact our Member Advocate by:

  • Phone: Call us on 1300 228 228 and request to speak with our Member Advocate
  • Mail: Send a letter to Member Advocate Reply Paid 8609, Perth BC WA 6849
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

What if I'm unhappy with the final response?

After our internal dispute resolution process is completed, and if you are not satisfied with our final response, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA), an external dispute resolution body. AFCA provides an independent complaint resolution service which is free for customers to access.

Website: www.afca.org.au
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: 1800 931 678 (free call)
Postal address: GPO Box 3, Melbourne, VIC, 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Customer Owned Banking Code of Practice

bcu voluntarily subscribes to, and is committed to complying with, the Customer Owned Banking Code of Practice.  As a member owned bank we place value on improving the financial wellbeing of our individual members and their communities. In adopting the code we agree to provide the higher standards and additional requirements set out in the code. Learn more about the code here.

If you feel that your issue has arisen due to a breach in the Customer Owned Banking Code of Practice and is not in regard to compensation, please contact the Code Compliance Committee.