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Getting it right when things go wrong – this is Westpac's policy on complaints resolution.

Mistakes happen. Things go wrong. People don't get on. And when it happens with a customer, it's a moment of truth – we can either lose a customer, or make one for life, it all depends on how we deal with the situation.

So oddly enough we quite like it when customers complain, because most don't. Most just quietly pack-up their accounts and take them down the street to another bank, leaving us none the wiser for the experience.

But if we get the complaints, deal with them well, and fix the root causes so they don't happen again, we'll keep that customer and all the other customers who were experiencing the same thing but never said a word.

Read our Resolving Complaints Policy: Let's Get Things Fixed (PDF 69kb)

Make a complaint online.