Our Customer Advocate champions the voice of customers and strives for fairer outcomes.
Your Customer Advocate
Bendigo and Adelaide Bank has a Customer Advocate to champion the voice of our customers and strive for fairer outcomes.
The Customer Advocate is supported by a Team and together they focus on Advocacy, Prevention and Remediation – aiming to identify opportunities to make a positive difference in the lives of our customers.
What we do
The Customer Advocate Office is here to listen and understand the voice of our customers.
We want to ensure that in every interaction with us you are treated fairly and with respect, no matter your circumstance.
The Customer Advocate operates impartially within the Bank and reports directly to the Managing Director’s Office. We also engage with Executive and Senior Management to provide insights into the customer perspective.
Investigate issues, provide resolutions and make decisions that are binding on the Bank, but not on you.
Provide recommendations and assist with the development of Bank products, policies and processes.
Be alert to customers who are experiencing challenging personal or financial circumstances.
How to get help
Contact our Customer Feedback Team
We want to know when we have not met your expectations, no matter the circumstance. This allows us to investigate your complaint and put things right. You can contact the team on 1300 361 911 or through our online form.
Raising your complaint via the Customer Feedback Team is an important and necessary first step in complaint resolution.
If you are still not happy with the outcome of your complaint, you have two options:
a. Contact the Customer Advocate Team and request a review of your complaint. We will impartially assess your complaint, resolve it promptly and keep you updated with any progress. If, after a Customer Advocate Review you remain unhappy, you can contact the Australian Financial Complaints Authority (AFCA) for an external review.
b. Contact AFCA for an external review without prior review by the Customer Advocate. (It’s important to remember that once your complaint has been investigated by AFCA, you are unable to then request a Customer Advocate review).
Our promise to you
When assessing your Customer Advocate Review the Customer Advocate will:
Impartially assess your complaint
Keep you informed of the progress
Provide you with an outcome of the review in a timely manner
Ensure that your outcome is fair and reasonable
How to contact your Customer Advocate
If you remain unsatisfied with the outcome of your initial complaint you can contact the Advocate by any of the following avenues:
Submit a request for a review of your complaint via our online form.
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Bendigo, VIC, 3552
There is no need to include a stamp on your letter.