We welcome your feedback and complaints. In the last 12 months we solved over 150,000 customer complaints and used this feedback to improve our products and services. Thank you!
We're constantly striving to provide the best possible service, and we'll do our best to resolve any concern you have quickly and fairly. If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.
Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint in the moment. If we need some additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Solutions team.
Our Customer Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint. Your complaint will be reviewed in line with our FAIRGO principles.
We will apply our Legal Dispute Resolution Guidelines (PDF 111KB) where there are legal proceedings. These Guidelines are based on model litigant principles. The Westpac Group also has a Customer Advocate whose role is to advise and guide our complaints team in how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.
