Delivering on our service promise

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.

Contact us

  • Over the phone - 132 135 – the BT Customer Relations team are available 8:30am – 5:30pm EST, Monday to Friday from anywhere in Australia. This is the fastest way to provide feedback and resolve any concerns.
  • 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 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.

Easy English Guide to making a complaint

Read BT's Easy English Guide to making a complaint (PDF).

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:

  • Read this book
  • Understand what this book is about 
  • Find more information

There are a few easy ways to share feedback, you can choose the one that suits you best.

Customers with accessibility requirements

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.

Our complaints process: video with Auslan interpreter
Our complaints process: video with captions

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority

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. 

Westpac Group Customer Advocate

Australian Financial Complaints Authority