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Resolving your concern

Quick and effective ways to resolve any concern or complaint you may have.

At Bank of us, we take pride in providing you with friendly and helpful service together with quality financial products, which means we’d be especially concerned if you ever became unhappy with us.

There may be times we don’t get it right and if this happens, we want to hear from you. Your feedback will give us the opportunity to resolve your concern and improve the way we do things.

If you have a concern or complaint, please contact us in one of the following ways:

  • Visit your local branch
  • Phone us on 1300 306 716
  • Write to us at:
    Bank of us
    PO Box 194, Launceston TAS 7250
  • Email us

It helps at this stage if you can provide as much relevant information and documentation as possible.

In most instances, we will sort it out internally and in a matter of days.  If your concern is more complex, it might be necessary to refer it to one of our Team Leaders or to the relevant Senior Manager and may take longer to resolve.

If you are not satisfied with our response, you have other options, including a free external review by the Australian Financial Complaints Authority (AFCA). 

You can contact AFCA:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001 

How we go about resolving your concern