Complain about your bank
If you’re having a problem with your bank, you can ask the Banking Ombudsman Scheme to investigate. The scheme is independent and free to use.
Information for people worried about the affect COVID-19 is having on their finances.
Who can be investigated?
The scheme can help you if your bank is a scheme participant.
What can be investigated?
They can investigate if:
- your complaint is about a banking or other financial service that’s being provided to you by a bank
- you’re complaining that the bank’s actions have directly caused you to suffer financial loss, damage or inconvenience
- you’re claiming a loss of up to $350,000.
They can’t help you if you want to complain about:
- the bank not lending you money
- the bank’s interest rate policies
- the bank’s standard fees and charges.
You first have to discuss your complaint with the bank and go through their complaints process.
If this doesn’t fix the problem, the Banking Ombudsman Scheme can investigate the issues you’ve raised and discuss their findings with you and the bank.
- help you and the bank resolve the issue informally, or
- prepare a formal report and recommend a solution.
The bank must accept the Banking Ombudsman Scheme’s decision but you can choose whether to accept or reject it.