BT is committed to providing great service and our people are dedicated to ensuring we help you achieve your financial goals.
If we have not lived up to this promise and you have a concern or complaint, we want to listen and ensure your issue is dealt with in a fair and balanced way.
To make a compliment, complaint or suggestion about our products, services or the website, please leave us some feedback so we can work with you to improve our services to you.
Where possible, we'll resolve your complaint on the spot.
If we can’t resolve your concern we will refer it to our Complaints Customer Solutions Team, where a dedicated Customer Manager will acknowledge your complaint within 24 hours and be your point of contact until the resolution of your complaint
We’ll aim to resolve your complaint within 5 days of receipt. If your complaint takes longer than this to resolve, we’ll explain the delay, keep you updated and remain in contact with you until it is resolved.
Your complaint will be reviewed in line with our FAIRGO principles.
As a customer of BT, Adrian Ahern is your Customer Advocate whose role is to advise and guide our complaint team on how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.
This document is translated into Easy English, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to make a complaint and what happens if you do complain.
If you need to, you can get someone to help you:
There are a few easy ways to share feedback, you can choose the one that suits you best.
We take seriously our commitment to provide accessible services for our customers.
For customers who are deaf or have a hearing impairment, these videos show how simple it is to share feedback with us, and what you can expect if you raise a complaint.
There are a few easy ways to share feedback, and you can choose the one that suits you best.
For information on all our accessible options, please go to Access and Inclusion.
If you are not satisfied with our response or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA).
The Australian Financial Complaints Authority (AFCA) is not part of BT. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.
The contact details for the Customer Advocate and AFCA are set out below.