How to Complain

It’s important to contact the bank as soon as you notice a mistake.

You are more likely to have the problem fixed quickly if you are confident. Writing things down before you speak to someone on the phone is a good idea.

Below is a Complaints Checklist
to help you.

COMPLAINTS CHECKLIST
	Keep a copy of the mistake, e.g. print a bank statement.
	Write down the date the mistake was made.
	Find out who to speak to at the bank, i.e. the Customer Services Officer.
	Write down what the error is, eg, funds debited twice for the same bill.
	Phone the bank as soon as possible after you see the mistake.
	Be confident not angry. Don’t yell or make threats.
	Follow up your phone call with a complaint letter.
	Keep a copy of the complaint letter you send to the bank.
	Contact a consumer organisation if you need help to fix the problem.

Funded under the ANTA Adult Literacy National Project by the Commonwealth through the Department of Education, Science and Training