Had an issue with Bank First? Get a real response.
How to submit a complaint with Bank First
Do not send a vague complaint to Bank First. Use the official contact form, the complaints policy, and the hardship support page and tie the issue to account issues, billing or fee disputes, and app problems from the first paragraph.
- Start in the right place: Use the official contact form, the complaints policy, and the hardship support page for Bank First so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction references, statements, screenshots, and prior emails and explain what went wrong with the account, payment, fee, dispute, or lending issue.
- Name the complaint theme: Say if the issue is about account issues, billing or fee disputes, and app problems so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a reversal, correction, refund, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Most Bank First complaints move through logging, evidence review, and then a written position on what the business will do next.
- Acknowledgement: You should get a case number, email, or some written sign that Bank First has logged the complaint.
- Review: The business will usually look at account details, transaction references, statements, screenshots, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Bank First found and whether it will offer a reversal, correction, refund, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Bank First
The complaint themes most likely to matter for Bank First are below. Use the one that best matches your issue.
- Account issues: A recurring friction point that is worth naming clearly in your complaint.
- Billing or fee disputes: Charges that look wrong, fees you did not expect, or corrections that drag.
- App problems: A recurring friction point that is worth naming clearly in your complaint.
- Slow support: Slow replies, handballs between teams, or support that misses the actual problem.
Bank First complaints submitted through Ajust
Do not let a weak Bank First response turn the issue into a fresh complaint. Escalate the same chronology instead.
- Escalate internally first: Ask Bank First to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the bank's internal dispute resolution process.
Complaints about Bank First do not have to end with the internal response, especially if the complaint still turns on account issues, billing or fee disputes, and app problems.
- Main external path: AFCA after the bank's internal dispute resolution process
- Why this route matters: ASIC may matter for broader conduct issues, but AFCA is usually the practical complaints route for consumers.
- Before you escalate: Keep your full Bank First complaint trail together, including receipts, screenshots, emails, and any written responses.
Use one of these official Bank First complaint routes first. If possible, keep the complaint in writing.
- Official contact: https://www.bankfirst.com.au/about-us/contact-us/feedback-compliments-and-complaints#form
- Complaints policy: https://www.bankfirst.com.au/-/media/bankfirst/pdfs/corporateinformation/complaint_and_dispute_resolution_guide.pdf
- Hardship support: https://www.bankfirst.com.au/about-us/contact-us/financial-difficulties
- In-person support: https://www.bankfirst.com.au/about-us/contact-us
- Email: feedback@bankfirst.com.au
- Phone: 1300 654 822
Bank First Complaints FAQs
Which channel should I use to complain to Bank First?
The best starting point is usually the official contact form, the complaints policy, and the hardship support page. Use the route that already owns the service record or account history.
What happens after I submit a complaint to Bank First?
Expect Bank First to review the records, ask for more detail if needed, and then issue a written position or proposed fix.
What are the most common complaints about Bank First?
Most complaints in this provider type revolve around account issues, billing or fee disputes, and app problems. If your issue fits one of those patterns, say so directly.
What is the external complaint path if Bank First does not resolve it?
The external route depends on the provider type, but for this business the main pathway is AFCA after the bank's internal dispute resolution process.
You’ve done your part, now it’s time to hold Bank First accountable.
Take the final step and submit a complaint that gets seen and responded to.