Contact us

Feedback and complaints

Here's how you can get in touch.

1300 663 117

Monday to Friday from 7:00am to 5:00pm Perth time.

Overseas :+61 8 6247 9703


Operations Manager
GPO BOX 2515
Perth WA 6001

Fax: 1300 853 628

When we get things right

Leave us a compliment

There's nothing quite as motivating or rewarding as receiving a compliment. In fact, when a customer compliments one of our staff members, it helps us recognise that employee appropriately. So please, if you've experienced outstanding service, let us know. Our employee will then be recognised through a special scheme, which rewards outstanding service to our customers.

Please submit compliments via email to  


Do you have a complaint?


If you have a complaint, please tell us so we can fix the problem. We will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction. We recognise that even in the best run organisations things can go wrong.

To assist us in helping you:

  1. Gather all supporting documents about the matter of your complaint. Then think about the questions you want answered and decide what you want us to do. It might also be useful to speak with your financial adviser about the issue.

  2. Next, contact us and explain the problem. You can contact us by phone, fax, mail or email. We will review the situation and if possible resolve it straight away. Letting us know about the problem is often all that's required to resolve most issues.



How long will it take before we get back to you?


Our aim is to resolve the complaint as quickly as possible. We ensure that any complaint is properly considered and responded to swiftly, and in most cases this will be within 14 days. However, some matters are more complex and can take a little longer to resolve. If that is the case, we'll keep you informed of our progress.

Note: Generally, we have 45 days to respond to a complaint regarding a general investment product. 



If your complaint can’t be resolved right away



Here’s what we’ll do:

  • Tell you who's handling your complaint

  • Aim to resolve your complaint within five working days

  • Let you know if we need more time.


Find out about your banking rights and obligations (PDF)

Read the Code of Banking Practice 



If your complaint isn’t resolved




If we can’t resolve your complaint, you can seek assistance from:

Your customer advocate - ask for an independent review.

Australian Financial Complaints Authority (AFCA) – a free, fair and independent dispute resolution service.2 Before AFCA can investigate your complaint, they require you to have first given us the opportunity to address the complaint.Close 

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Free call: 1800 931 678


Dealing with the loss of a loved one?

If you've recently suffered the loss of a family member or friend, we can help you at this difficult time.

Call us on           1300 663 117

Monday to Friday from 7:00am to 5:00pm Perth time.

Overseas :+61 8 6247 9703


Or follow this link for more detailed steps