Your Customer Advocate

Delivering on our service promise

The Westpac Group is committed to providing great service, and our people are dedicated to ensuring we help our customers through life to achieve their financial goals.

If we have not lived up to this promise, and you have a concern or complaint about us, we want to make sure you’re listened to and that your issue is dealt with in a fair and balanced way.

The complaints review process

If you have a complaint or concern, please first visit the ‘Feedback and complaints’ section of our website which provides information on our complaints review processes.  Your first point of contact should be one of our team in branch or on the phone, or your relationship manager.
 

You can also lodge a complaint online using our Secure Feedback Form.
 

You can also contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). Contact details are set out in the ‘Feedback and complaints’ section of our website.

Your Customer Advocate

The Westpac Group has a Customer Advocate whose role is to advise and guide our complaint team in how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.

You can contact our Customer Advocate, Adrian Ahern and his team by completing our Secure Feedback Form.