Provide feedback or raise a complaint.

Delivering on our service promise

BT Financial Group 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.

Contact us

  • Over the phone - 132 135 – the BT Customer Relations team are available 8am – 6.30pm EST, Monday to Friday from anywhere in Australia. This is the fastest way to provide feedback and resolve any concerns.
  • Online - provide feedback, share your suggestions, provide a complaint or compliment using our secure feedback form
  • Post - BT Fi­nan­cial Group GPO Box 2675 Syd­ney NSW 2001

 

How long does it take?

Where possible, we'll resolve your complaint on the spot.

If we can’t re­solve your con­cern we will re­fer it to our Com­plaints Team, where a ded­i­cated case man­ager will ac­knowl­edge your com­plaint within 48 hours and be your point of con­tact un­til the res­o­lu­tion of your com­plaint.

We’ll aim to re­solve your com­plaint within 10 busi­ness 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. We’re re­quired by law to re­solve your com­plaint within 45 days for in­vest­ment prod­ucts and 90 days for su­per­an­nu­a­tion prod­ucts.

 

If you are not satisfied

If you feel we have still not fairly resolved your problem you can refer your complaint to the Westpac Group Customer Advocate (Customer Advocate) or to the free, external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). 

Please note that time limits apply for referring matters to AFCA. These time limits vary depending on the type of complaint being referred.   

As a customer of BT Financial Group, Adrian Ahern is your Customer Advocate. The role of the Customer Advocate is to provide an independent review of your complaint and their recommendations are binding on Westpac.  If you choose to contact the Customer Advocate first, you can still refer your complaint to AFCA if you remain dissatisfied (subject to time limits). The Customer Advocate will advise you of the kind of complaints it can help with. Find out more about Your Customer Advocate. 

The contact details for the Customer Advocate and AFCA are set out below. 

Westpac Group Customer Advocate

customeradvocate@westpac.com.au

Customer Advocate

Reply Paid 5265

Sydney NSW 2001

Please include:

  • Your customer number
  • Complaint reference number
  • Your preference contact details
  • A brief description of your complaint

Australian Financial Complaints Authority

Online: www.afca.org.au  

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001