Make a Complaint

AWA Alliance Bank's aim is to provide a quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let AWA Alliance Bank know. AWA Alliance Bank welcome the opportunity to resolve your concerns.

1. Making a Complaint

AWA Alliance Bank has developed an internal process so that any concerns you may have about your Alliance Bank are addressed promptly and also come to the attention of management.

In most instances your concerns or complaints can be settled to your satisfaction by simply making AWA Alliance Bank aware of them. Details of how to contact AWA Alliance Bank are below. If the staff member is unable to handle the matter thay will refer your problem to the appropriate person. The majority of cases are resolved to member's satisfaction at this stage.

2. How To Use The Dispute Resolution Procedure

If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to complete a Member Complaint form; which will be provided when you ask.

3. Dispute Notification

AWA Alliance Bank will enter the dispute in their internal register and acknowledge receipt of your complaint to you within two (2) working days.

4. Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

5. How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

6. Customer Advocate

If the member is not satisfied with the response provided they have the option of referring the matter to the Customer Advocate who will impartially assess the member’s complaint, keep them informed of the progress and provide the member with a response.

The Customer Advocate can be contacted by:

  • Telephone – 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
  • Email – This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Post/Letter – write to Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552

Alternatively (or following consideration by the Customer Advocate) the member may refer their complaint directly to the relevant External Dispute Resolution (EDR) scheme.

7. Australian Financial Complaints Authority

If however, in spite of AWA Alliance Bank's best efforts, you are still not satisfied, you have access to the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent dispute resolution service for certain Financial Institutions and their affiliates operating in Australia. AFCA is able to investigate disputes and make decisions that are binding on the financial institution.

Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001
Phone: 1800 931 678
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Please use the Talk to Us brochure to provide details of your complaint. See our Customer Feedback Management policy which is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.

We welcome the opportunity to discuss your concerns with you.

Bendigo and Adelaide Bank

AWA Mutual Limited ACN 087 651 652 (AWA) is an agent of Bendigo and Adelaide Bank Limited (Bendigo Bank) ACN 068 049 178 AFSL/Australian Credit Licence 237879 in the distribution of AWA Alliance Bank branded products and services. AWA also has arrangements with other third parties as detailed in the Financial Services Guide.

AWA Alliance Bank branded deposits and loans are deposits and loans of Bendigo Bank. This website provides general advice only and information has been prepared without taking into account your objectives, financial situation or needs. We recommend that you seek independent advice before making any decisions based on this information. Consider the relevant disclosure documents, which includes terms and conditions for the various AWA Alliance Bank products and services as this information is relevant when deciding whether to acquire or hold an AWA Alliance Bank product. AWA Alliance Bank is a trade mark of Bendigo Bank.