At BankWest, we believe in listening to our customers. This is the only way to continually improve our products and services to meet your needs.
If you have a complaint, a compliment or a suggestion, we'd like to hear from you.
Making a complaint
If you have a problem your first point of contact is our Customer Help Centre on 13 17 18, any one of our Customer Service Centres or your Relationship Manager. Details of how to contact us are here.
If your problem cannot be resolved straight away, we will take the following steps:
- Let you know who is handling your complaint.
- Keep you informed of what is happening on a regular basis.
- Strive to resolve your complaint within five working days.
Escalating a Complaint - Service Quality
If you feel your complaint has not been properly handled or resolved, you can ask for your complaint to be escalated to our Service Quality Department. You can also contact Service Quality directly in writing, by facsimile, by completing our feedback brochure (available at our Customer Service Centres, or though our Customer Help Centre on 13 17 18), or online by completing the form listed here.
If you remain dissatisfied, you can refer your complaint to the relevant dispute resolution scheme for an independent review.
Paying a compliment
There's nothing quite as motivating or rewarding as receiving a compliment. In fact, when a customer compliments one of our staff members, it helps us recognise that employee appropriately. So please, if you've experienced outstanding service, let us know. Our employee will then be recognised through a special scheme which rewards outstanding service to our customers.
Dispute resolution scheme
In the unlikely event that the matter cannot be resolved directly within BankWest, you can seek assistance from the The Financial Ombudsman Service (FOS) Ltd. The Ombudsman Service provides an independent dispute resolution service. Because BankWest is a member of the FOS, this service is available to our customers.
A brochure outlining the Ombudsman's Scheme is available at all BankWest Customer Service Centres or through our Customer Help Centre on 13 17 18.
The FOS is a free and independent dispute resolution service that considers complaints about financial service providers and their affiliates operating in Australia. The Ombudsman Service is able to investigate disputes, and make decisions that are binding on the financial services provider.
The Financial Ombudsman Service's contact details are as follows:
The Financial Ombudsman Service (FOS)
ACN 131 124 448
GPO Box 3
Melbourne Victoria 3001
Telephone: 1300 78 08 08
Facsimile: (03) 9613 6399
Email: info@fos.org.au
