BDCU - Important Information

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Concerns/Complaints

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Making a Complaint

If you have a concern or an issue that needs to be addressed, please let us know. We have a process in place to help resolve issues quickly and effectively. We welcome the opportunity to discuss your concerns with you.

You can make a complaint at any BDCU Alliance Bank Advice Centre, in writing, by email memberservice@bdcualliancebank.com.au, or by calling us in business hours on 02 4860 4000.

Alternatively, you can use the Talk to Us brochure to provide details of your complaint. 

 

Customer Advocate

If you are not satisfied with the response provided you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you 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 - customeradvocate@bendigoadelaide.com.au 
  • Post/Letter - write to Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552

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

Financial Ombudsman Service Australia

GPO Box 3 

Melbourne Vic 3001

Phone: 1800 FOS AUS (1800 367 287)

Fax: 03 9613 6399

Email: info@fos.org.au

www.fos.org.au

More information about Problem Resolution is available here

 

Customer Feedback Management 

Our Customer Feedback Management policy is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.

 

 


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