Our Dispute Resolution Process
Irrespective of the fact BankChoice is obliged by law to disclose and maintain a formal Dispute Resolution Process we welcome your feedback whether it's a compliment, suggestion or a complaint. If you're ever unhappy about something we've done - or perhaps not done - please give us the opportunity to put things right.
- Over the phone – (07) 3210 1111 - this is the fastest way to provide feedback and resolve any concerns.
- Online – by email
- Post - to 101 Boscombe road, Brookfield, Qld 4069
- Fax – (07) 3210 1200.
How long does it take?
We aim to resolve your issue as soon as possible. If we can’t resolve it on the spot, we will acknowledge your communication within 24 hours of receipt and at that time advise you what we are doing about your issue and when you may expect a further response.
Then what happens?
Communications involving a complaint or dispute will always be handled by a senior executive who will generally make personal contact with you to discuss the matters raised. Our objective is to ensure that you are kept fully informed of all matters relating to the progress of the issue and to adhere to any commitments we make regarding timing of the steps we are taking to reach a mutually satisfactory resolution.
What if I'm not satisfied?
If you feel we haven't fairly resolved your concern, there are various industry bodies that can help. BankChoice is a member of Credit Ombudsman Services Limited (COSL)
For unresolved consumer credit complaints, please contact COSL at www.cosl.com.au