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How to complain about your bank

Held funds, wrong charges, a dismissive branch, a 'computer says no' answer — bank complaints fail when they're vague, and get fixed when they're specific. Here's the process that works in Australia, step by step.

The five steps that get complaints answered

Complain to the bank first — in writing

Banks must run an internal dispute resolution (IDR) process, and ASIC's rules give them up to 30 days to respond to most complaints. Use email or their complaints form rather than the phone: a written record is what an ombudsman later reads. Ask for a complaint reference number.

Give them the particulars that identify the case

Your name and contact, the account (last digits are enough), the branch or channel, the date and time, the transaction, and the names or descriptions of any staff involved. A bank can find everything from a transaction record and a timestamp — a complaint without them invites a form letter.

State the circumstances precisely, not emotionally

List what actually happened as claims: the service was mishandled; you raised it and were ignored; you were left waiting with no resolution; you were threatened with account consequences. Attach the evidence — statements, screenshots of chats, the promises they made in writing — and ask them to preserve their records and CCTV if staff conduct is involved.

Say what outcome you want, with a deadline

Funds released, a charge reversed, an explanation in writing, an assurance about your account. Ask for a written response within their published timeframe — most bank complaint policies commit to 30 days or less.

Escalate to AFCA if they don't fix it

The Australian Financial Complaints Authority (afca.org.au, 1800 931 678) is the free financial ombudsman. If the bank's response misses its own deadline or doesn't resolve the matter, AFCA can make a decision the bank must accept. Lodging is free, and 'the bank never responded properly' is exactly what AFCA exists for.

Or let Trumis do all five steps in one conversation

Tell Trumis what happened in your own words — any language, even screenshots of your chats. It drafts the formal complaint with the particulars, your confirmed circumstances and your evidence attached, addresses it to their complaints team, and tracks the response clock so you know exactly when to escalate — and points you to AFCA — the Australian Financial Complaints Authority if they stay quiet. Free — no account, encrypted intake records retained for up to 24 months.

no server-side complaint history.

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Common questions

How long does a bank have to respond to a complaint in Australia?

Under ASIC's dispute-resolution rules, banks must respond to most complaints within 30 calendar days. If they miss that, or their response doesn't resolve it, you can take the complaint to AFCA for free.

Can I complain about my bank holding my money?

Yes. If funds are held beyond the timeframe the bank itself advised — for example a transfer between your own accounts showing a balance but $0.00 available — that's a legitimate complaint. Quote the timeframe they gave you, state when it expired, and ask for release plus an explanation.

What is AFCA and does it cost anything?

AFCA is the Australian Financial Complaints Authority — the free, independent ombudsman for banking, insurance and superannuation complaints. It costs consumers nothing, and its decisions bind the bank if you accept them.

Reviewed 24 July 2026. Check the bank’s current complaint process and AFCA’s official guidance before escalating. General information only.