Monday to Friday 8:30am – 5:30pm (Sydney time)
Write to us at:
The Complaints Officer,
Macquarie Bank Limited,
GPO Box 4294,
Sydney NSW 1164
Visit our online help library
If you have raised your concerns with our Client Care team, and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by either our Customer Advocate, or the Australian Financial Complaints Authority (AFCA).
The Macquarie Customer Advocate’s role is to make it easier for our customers by helping to facilitate fair complaint outcomes and minimising the likelihood of future problems.
The Australian Financial Complaints Authority (AFCA) provides independent financial services complaint resolution that is free to consumers.
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
When you raise concerns with us, we will listen, investigate and address your concerns quickly, providing reasons for our decision. We will act fairly, honestly and reasonably in our dealings with you. We will work with you to try to find common ground. These are our guiding principles.
We prefer not to litigate, but situations can arise where litigation may be the most appropriate way to resolve the issue. When we are involved in litigation, we will focus on the real issues and not engage in the litigation process as a means to frustrate or delay the matter or create unnecessary complexity and cost. Where appropriate, we will look to resolve the matter through mediation, settlement offers or other forms of dispute resolution.
We have the responsibility to ensure the wellbeing and safety of our staff. In our dealings with you, we will treat you courteously and respectfully and we ask the same of you, in your dealings with our staff. When we consider that your conduct is inappropriate or risks the wellbeing and safety of our staff, we may ask you to modify your behaviour. If you choose not to do so, or if your conduct is of a serious nature, we may limit or change the way we interact with you, which can result in us ending our relationship with you.