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Resolving a complaint

We love to hear from you whether it's a compliment, suggestion or a 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 complaint related to the products or services provided by the Group, 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 your feedback to us:

  • In person - by speaking to a member of our staff
  • Telephone – by contacting 1300 660 115
  • Online - by using our feedback form
  • Email - service@ruralbank.com.au
  • Mail - sending a letter to our Customer Relationship Officer at 1471 Reply Paid 84135, Rundle Mall, SA

 If you are not satisfied with the response provided, you can refer your complaint to our Customer Feedback Team by:

If you are not satisfied with the response provided by our Customer Feedback Team, 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:

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to our external dispute resolution provider:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: 03 9613 6399
Email: info@afca.org.au
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: enquiries@oaic.gov.au
www.oaic.gov.au

This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.

Also refer to the links below for additional information:

Resolving Complaints brochure

Code of Conduct

Financial difficulty

 

Feedback form

Preferred contact method
Preferred Contact Time

Rural Bank is part of the Bendigo and Adelaide Bank Group. We collect your personal information in order to respond to your enquiry and contact you; your personal information may be shared within the Group. This includes subsidiaries, related companies, agencies and franchises. To request access to your personal information, please contact 1300 660 115, or your nearest branch. For more information, please read our Privacy policy.

Rural Bank - A Division of Bendigo and Adelaide Bank Limited
© Copyright 2020 Rural Bank | ABN 11 068 049 178 | AFSL/Australian Credit Licence 237879