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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.


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:

External dispute resolution provider

Alternatively (or following consideration by the Customer Advocate), you may refer the matter to our External Dispute Resolution (EDR) provider.

Australian Financial Compliants Authority is an EDR provider approved by the Australian Securities & Investments Commission (ASIC).

The contact details for AFCA are as follows:
Australian Financial Complaints Authority 
GPO Box 3
Melbourne VIC 3001
Telephone: 1800 931 678

Make a Complaint

If you would like to make a complaint, please email detailing your complaint. 


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