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Complaints Resolution

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Qudos Bank offers its customers an internal dispute resolution procedure that is readily accessible and free of charge.

As part of our commitment to maintaining our customer satisfaction, we have established procedures for resolving any complaint you may have in respect of any product or service we provide to you.

Let’s talk about it

The simplest way of solving a problem is to talk to someone about it. If you are dissatisfied about something to do with a product or service, or the complaints handling process itself, we’d like to hear about it.

Our staff are trained to efficiently and courteously deal with all types of problems. So don’t hesitate to speak to our staff if something is troubling you. We’d like to know about anything which affects the relationship you have with us.

Who do you complain to?

The first place you should take any complaint is to a member of our staff. If at all possible, the problem will be resolved immediately. However, if our staff member is unable to assist, you may be referred to a supervisor or manager. Our supervisor or manager will try to resolve the matter by the next business day. If the supervisor or manager is unable to resolve your complaint quickly, your complaint may be referred to our disputes resolution specialist team to investigate. We will tell you if and when this happens.

To make a complaint

  • Call us on 1300 747 747,
  • Email us at complaints@qudosbank.com.au
  • Write to us at Disputes Resolution, Qudos Bank, Locked Bag 5020, Mascot NSW 1460 or
  • Visit any of our branches and speak with a member of our staff.

To help us to properly investigate your complaint, it’s really important to give us all the information you have, this could include:

  1. All relevant information that helps support or explain your complaint, for example, documents or records with names, times and dates.
  2. Tell us the nature of your complaint and how you would like it to be resolved.
  3. How you would like to be contacted during this time.

How long will it take?

Frequently, complaints are simple cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly.

However, not all complaints can be dealt with quickly. Our aim is to have your complaint resolved within 21 days, although in more complex cases we may need up to 45 days. If this happens we will write to you advising of this.

For complaints that cannot be resolved quickly, we will:

  1. Provide you with a complaint reference number and contact details of the investigating officer.
  2. Investigate your complaint thoroughly and keep you informed of our progress along the way.
  3. At times, we may ask you for more information, if we do, please reply promptly to help us finish our investigation more quickly.

How will you notify me of the outcome?

We will ring or write to you notifying you of the outcome. If this is not in your favour, we will write to you telling you:

  • the reasons for the decision
  • about the evidence we relied on in reaching our decision
  • about the consequences of the decision for you
  • about what further action you can take.

External Dispute Resolution

We are a member of the Australian Financial Complaints Authority (AFCA). AFCA provides an external and impartial procedure for resolving disputes between financial service providers and their customers. The Service is free of charge to customers.

If you are not satisfied with the final outcome of your complaint, or if we fail to resolve your complaint within 45 days, you may pursue the matter further with AFCA. You can submit a complaint to AFCA:

  • on their website at: www.afca.org.au
  • email: info@afca.org.au
  • phone: 1800 931 678 (free call)
  • or in writing to: Australian Financial Complaints Authority
    GPO Box 3, Melbourne VIC 3001

We want to do everything we can to resolve any problem you have, so it’s important that you raise your complaint with us before going to AFCA. This usually results in a quicker resolution. AFCA will also encourage you to work with us before they begin their investigation.

Other things you should be aware of

You should be aware of the following things about our internal dispute resolution procedure:

  • You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do use our internal dispute resolution, you may commence legal proceedings against us before, after or at the same time.
  • Our participation in the internal dispute resolution procedure is not a waiver of any rights we may have under the law, or under any contract between us and yourself. An example of such a contract may be a loan contract, a mortgage, a guarantee, the terms and conditions of your product with us.

This dispute resolution guide itself is not a contract between you and us, and it is not enforceable against us.

Download the Complaints Resolution Brochure here.