Bank of Heritage Isle is committed to providing the highest level of quality in the products and services we offer to our members. Your feedback is always important and valuable to us, as it provides us the opportunity to review and improve our products and services. In the event that we fail to meet your expectations, or you are disappointed with a product or service we offer, we would like the opportunity to rectify your experience with us. We will always strive to provide the best service possible and in the event you’ve had a good experience with us, we would also like to hear your feedback.

Whilst we understand the frustration you may feel when a product or service fails to meet your expectations, your cooperation and assistance during the process will assist us in resolving your concern(s) as fairly and efficiently as possible

How you can lodge a complaint or feedback/compliment

What Happens Next?

  • Once we receive your complaint, our team member will attempt to resolve your complaint immediately. If we are unable to resolve your complaint immediately, we will acknowledge your complaint usually within 24 hours (one business day) and get to work on it.
  • If the complaint is not resolved within 21 days, we will communicate to you of the delay including the timeframe for a final response.  Some complaints, depending on their nature and complexity may take 21 – 30 days to be resolved.

What if I am not happy with your decision?

  • We expect our internal dispute resolution (IDR) process will satisfy your complaint. However, if an issue has not been resolved to your satisfaction, you can escalate your complaint to our Customer Advocate team.

Customer Advocate

The Customer Advocate team is an independent internal escalation point if you are unhappy with the outcome of your complaint. The CA team will impartially review the outcome of your complaint and provide you with a final decision using your best interests at heart.  While not independent of the Bank, the Customer Advocate team is committed to being fair and equitable in its assessment of your issue and providing an appropriately balanced resolution.

Our Customer Advocate, can be contacted by

email:  customeradvocate@policebank.com.au
mail: Customer Advocate, 25, Pelican Street, Surry Hills 2010, NSW Australia

If you’re still unhappy with the response

You can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution (EDR) provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers and can be contacted as follows:

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

Our staff will come back to you within 48 business hours.

Depending on the nature and complexity of your complaint it may take up to 30 days for your complaint to be resolved. However, we will ensure that we keep you updated of our progress.

Telephone our Contact Centre

Our Assistance Branch is open from 8:00am to 6:00pm Monday to Friday.

The Contact Centre staff will do their best to ensure your complaint is resolved efficiently and to the best of their ability.

Depending on the nature and complexity of your complaint it may take up to 30 days for your complaint to be resolved. However, we will ensure that we keep you updated of our progress.

Phone: 134 374

Download and mail our form

Download and Complete the Member Complaint/Dispute Resolution Form. Mail the completed Form, together with any relevant supporting documentation to:

Investigating Officer
Bank of Heritage Isle
REPLY PAID 63593
Surry Hills NSW 2010

Once we have received and reviewed your complaint, we will contact you and inform you of our progress. Whilst we will endeavour to ensure we resolve all complaints quickly, we ask that you permit time for the form to reach our office, that could on occasions take approximately 5 days.

Please note: No postage stamp is required.

More Information

If you need more information you can view our Complaints Handling and Dispute Resolution Guide here.