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I have a complaint
We’re sorry to hear you’re not satisfied with your experience. Please let us know about it and we'll look into it further.
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Manage your account online
Did you know our online banking allows you to do things like open a savings account, activate your credit card and manage your car loans payout figure?
Help Centre
Here you'll find FAQs, help and the support you need to help manage your Macquarie account.
Chat to us via social
Did you know you can reach a member of our team by direct messaging us on our social media networks? We’re available Monday – Friday, 8AM – 5PM Sydney time.
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Write to us at:
The Complaints Officer, Macquarie Bank Limited, GPO Box 4294, Sydney NSW 1164
Accessibility options
If you are deaf, hard of hearing, or find it difficult speaking on the phone, you can reach us through the following options:
Live Chat
Live chat is a real-time, two-way communication channel, that allows you to connect with one of our consultants quickly and conveniently, without the need to call.
Visit How to use live chat for more information.
National Relay Service (NRS)
The NRS is an Australia-wide government initiative which offers relay call options.
Visit the National Relay Service website to find out more.
You will also need to provide the NRS with the relevant Macquarie phone number for the NRS to connect you through to. You can find this by visiting our Contact Us page.
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).
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.
Customer remediation
We’re dedicated to identifying and addressing mistakes to ensure we make things right for our clients in a consistent, timely, fair and transparent manner. This process is called customer remediation. For more information, please see how we fix our mistakes.
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.