Problems, Complaints and Dispute Resolution
BDCU Alliance Bank has an internal dispute resolution procedure to ensure our members' concerns are dealt with quickly and fairly.
At BDCU Alliance Bank we aim to solve problems and complaints in a friendly and fair manner.
If you feel that you have experienced service from us which is not to your satisfaction, please tell us about it so that we can attempt to fix this for you. We will address your concerns as soon as possible.
Please talk to our staff at your local Centre or, contact our Advice Support Centre on 02 4860 4000 or send your concerns to us in writing.
For more information, please read our Problem and Complaints Resolution Guide.
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 - email@example.com
- Post/Letter - write to Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552
External dispute resolution provider
Alternatively (or following consideration by the Customer Advocate), you may refer the matter to our External Dispute Resolution (EDR) provider.
BDCU Alliance Bank is a member of the Financial Ombudsman Service (FOS). FOS is an EDR provider approved by the Australian Securities & Investments Commission (ASIC).
The contact details for FOS are as follows:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Telephone: 1300 780 808
Facsimile: 03 9613 63 99
Make a Complaint
If you would like to make a complaint, please email firstname.lastname@example.org detailing your complaint.
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