Feedback and complaints

Providing you with the best customer experience is our priority and your feedback is important to us.

Phone within Australia

Monday to Friday 8:30am – 5:30pm (Sydney time)

1800 899 485

Post

Write to us at:

The Complaints Officer,
Macquarie Bank Limited,
GPO Box 4294,
Sydney NSW 1164

Help and support

Visit our online help library

Phone international

Monday to Friday 8:30am – 5:30pm (Sydney time)

+61 73233 8277

Accessibility options

Macquarie is committed to ensuring accessibility for people with disabilities. Please reach out to the National Relay Service (NRS), an Australia-wide government initiative that can help you contact us if you are deaf and/or find it hard hearing or speaking with people who use a phone. The NRS has various types of relay calls available depending on your hearing and speech, and equipment you have.

From 20 April 2021, users must now register to use the NRS.

Teletypewriter (TTY) number

If you are deaf and/or have difficulty hearing or speaking, please call 133 677 and ask them to connect you to the relevant Macquarie number.

SMS Relay number
 

If you are deaf and/or have difficulty hearing or speaking, please call 0423 677 767 and ask them to connect you to the relevant Macquarie number.

Voice Relay number
 

If you can hear but have difficulty being understood over the phone, please call 1300 555 727 and ask them to connect you to the relevant Macquarie number.

Other options

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 the Australian Financial Complaints Authority (AFCA).

Customer Advocate

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.

 

Find out more

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) provides independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Our approach to complaints

For more information on our approach to complaints, including what to expect once you’ve lodged a complaint with us, please see our Australian Complaints Handling policy.


 

Dispute Resolution Statement

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.