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Send us a Compliment

Happy with the service? Please give us your feedback - as we like to pass on Member Compliments to our staff. Email our general enquiry address to provide us with your feedback on the service received. We welcome your comments.

Suggestions for Improvement

We want to get it right... you can help us with your feedback. The ability to have your say is an important part of Sydney Mutual Bank difference. We welcome your comments and suggestions. Email our general enquiry address to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service

Make a Complaint

Our 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 us know. We welcome the opportunity to resolve your concerns.

1. Making a Complaint

Sydney Mutual Bank has developed an internal process so that any concerns you may have about us 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 us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter they will refer your problem to the appropriate person. The majority of cases are resolved to members satisfaction at this stage.

2. How To Use Our 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 by completing our online enquiry form, by emailing complaints@sydneymutual.bank or by calling us on 13 61 91.

Alternatively, you can address your complaint to:
Dispute Resolution Manager
Sydney Mutual Bank
PO Box 881
Haymarket NSW 1240

3. Dispute Notification

We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within five (5) 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 fourteen (14) days. Should there be exceptional circumstances causing a delay we will advise you.

6. Australian Financial Complaints Authority (AFCA)

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact the AFCA via: website www.afca.org.au, email info@afca.org.au, phone 1800 931 678, in writing Australian Financial Complaints Authority GPO Box 3 Melbourne NSW 3001.