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.
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 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
Reply Paid 5265
Sydney NSW 2001
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001