Please note Centre Capacity has reduced to  one person per 4 square metres. Masks are now required within all our centres. *

Opening hours: 
Bowral and Goulburn:  9.00am – 5.00pm
Moss Vale:  Temporarily Closed.
Mittagong:  Temporarily Closed.  Please note this is a cashless business banking centre
All remote banking options are available and our team can be contacted on 4860 4000.

*NSW Heath Public Health Order 26.6.21 

Concerns and Complaints

Resolving a Complaint

We love to hear from you whether it is a compliment, suggestion or complaint. It is important for us to know what we do well, and we are just as keen to hear when we have not met your expectations no matter the circumstance.

If you have a compliment, suggestion or complaint related to the products or services provided by BDCU Alliance Bank, please contact us in the first instance, as any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner and we will keep you informed of the progress of your complaint.

There are many ways to provide feedback to us:

  • In person: By speaking to a member of our staff
  • Over the phone: By contacting (02) 4860 4000
  • Online: By completing out Enquiry Form

 External Dispute Resolution Scheme

If you are not satisfied with the response provided by our team, you have the option to refer your complaint to the relevant external dispute resolution scheme.

We are a member of the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA at:

In writing to: GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: www.afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly, or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires. 

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner 

GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
www.oiac.gov.au

For additional information, please see the Bendigo Bank Policy on Customer Feedback Management, which is supported by detailed procedures covering the approach, responsibilities, monitoring, reporting and improvement of the customer experience.

We are here to help