Make a complaint
If something has gone wrong, let us know. We'll listen, understand your concerns, and work with you to make things right.
What is a complaint?
It’s when you’re unhappy with our products, services or how we handled your issue, and you’d like us to look into it, respond or take action.
Making a complaint is simple and free. You can make a complaint yourself or ask a trusted person to help. We’ll listen and work with you to find a fair solution.
Choosing the right option for you
There are a few ways to get help or make a complaint. If you’re looking for help with a specific issue, you may be able to resolve it faster through the Help Centre or by contacting us in the App. If you’d like to make a complaint, you can use any of the complaint channels below.
When you need help with a specific issue
Find help and support
Find information and self-service options for lost or stolen cards, updating details, disputed transactions, account access, support during tough times and more.
Contact us in the App
Chat or call us from the App. We can verify you faster, connect you with the right person, and also help you make a complaint.
When you want to make a complaint
What you’ll need to make a complaint
To help us understand your complaint and resolve it as quickly as possible, it helps to have a few details ready:
- Your name and contact details
- What happened and when
- The outcome you’re seeking
- Your account or reference numbers (if available)
- Any supporting documents (if available).
You don’t need everything to make a complaint. If you’re not sure what to provide, our team will guide you through it.
What happens when you make a complaint?
Acknowledgement
We’ll confirm we’ve received your complaint and provide you a complaint reference number. We aim to resolve complaints as quickly as possible.
Review
We’ll review the information available and contact you if we need more details.
Response
Some complaints may take longer and if this happens we’ll keep you informed. You can use your complaint reference number to follow up at any time.
Outcome
We’ll explain our decision, the reasons for it, and any actions we’ve taken to resolve your complaint.
Our public complaints policy
Our public complaints policy ‘Let us know what you think’ explains how to make a complaint, available support options, how we manage and investigate complaints, expected timeframes and how to contact AFCA if your complaint isn't resolved.
Customers with accessibility requirements
Westpac is committed to providing accessible features on our products, services and creating accessible collateral and ensuring our complaints process is clear and usable.
If you are deaf, hard of hearing, or have speech/communication difficulty, these videos show how to share feedback with us, and what you can expect if you raise a complaint.
For more information on the accessible features on our products, services and accessible collateral, please visit Access and Inclusion.
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Our complaints process – with Auslan interpreter
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Our complaints process – with captions
Extra support options
If you need extra support, let us know when you get in touch. We’ll connect you with the right team and explore ways we can assist. You may also find the following resources helpful.
Financial hardship support
If you’re worried about money, making repayments or managing your finances, we can help.
Apply for financial hardship support
Get support with tough times
If you’re experiencing challenging circumstances, such as domestic or family violence, financial abuse, elder abuse, financial hardship or gambling harm, we’re here to help.
Visit the Support with Tough Times hub
Scams or suspicious activity
If you’ve received a suspicious message, been targeted by a scam, or noticed unauthorised activity on your account, contact us as soon as possible.
A family member, friend, carer, support worker, financial counsellor, legal representative or another trusted person can help you make or manage your complaint and speak with us on your behalf.
When you raise your complaint, let us know if you'd like someone else to speak with us about your complaint and provide their details.
We review every complaint fairly and consistently using our FAIRGO principles, based on the information you provide. Our complaints process is free, from start to finish.
You are welcome to use a paid representative or support service, keeping in mind that it will not make your complaint process faster or change the outcome of your complaint.
Before proceeding, consider:
- Any fees or charges that may apply
- Whether additional costs could be incurred during the process
- Any refund arrangements that may be available
- Alternative support options, such as a financial counsellor or trusted support person.
Unhappy with the complaint outcome?
If you’re not satisfied with how we handled your complaint, you can contact the Australian Financial Complaints Authority, known as AFCA. AFCA offers a free service to help resolve complaints about banks and other financial firms.
Australian Financial Complaints Authority
- Online: afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678, free call
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
Complaints about auto finance, insurance or specialised banking
If your complaint is about insurance, auto finance, business banking or private banking, please check the information below before making a complaint.
Auto finance or insurance
The Westpac Auto Finance portfolio was sold to Resimac Asset Finance Pty Limited on 1 March 2025. If you have received a communication from St.George, Bank of Melbourne, BankSA, Westpac, or Resimac relating to the transfer of your Auto Finance account to Resimac, please contact Resimac on 1300 904 639 or email carfinance@resimac.com.au.
Westpac Group has sold its life and general insurance businesses. To ensure your concerns are dealt with as quickly as possible please direct your feedback as follows. If your feedback or complaint relates to your policy or a claim, please contact:
- Life Insurance: TAL Life Insurance Services Limited on 1300 209 088, customerservice@tal.com.au or Reply Paid, GPO Box 5380, Sydney NSW 2001.
- General Insurance (including Home and Contents, Landlord, Motor, Travel, Boat, Caravan and Trailer, Business or Farm Insurance): Allianz Australia Insurance Limited on 1300 650 255.
Business, institutional, premium or private banking
If you’re a Business Bank, Institutional Bank, Premium Banking or Private Banking customer, contact your Relationship Manager or Private Banker in the first instance.
Other helpful resources
Easy English guide
We offer Easy English and translated guides to help you understand:
- How to make a complaint
- What to expect
- How long the process may take.
You can also ask someone you trust to help you understand the information.
Download the Easy English Guide (PDF 1MB)
Translated guides
To help customers make a complaint when English isn’t their first language, guides are available in the following languages:
Our Customer Managers will work with you to find a solution and keep you updated. We review every complaint using our FAIRGO principles. This means we’ll:
- Listen to your concerns
- Treat you fairly and with respect
- Investigate your complaint objectively
- Explain our decisions clearly
- Keep you informed
- Use your feedback to improve what we do.
Every complaint helps us understand where we can do better.
The Westpac Group also has a Customer Advocate whose role is to advise and guide our complaints team in how best to resolve a complaint and also to listen to customer feedback, and recommend changes to be made to bank policies, procedures and processes.
Where legal proceedings are involved, we follow our Legal Dispute Resolution Guidelines.