Tried to complain to Bank of Melbourne but got ignored? We’ll help you escalate it.
Submit a Bank of Melbourne complaint that gets taken seriously. Ajust helps you lodge a formal complaint that bypasses bots, delays, and dead ends.
How to submit a complaint with Bank of Melbourne
Phone – Speak Directly to a Specialist (Fastest Option):
Dial 13 22 66 (8 am–8 pm, 7 days/week). Clearly state you’re making a complaint. Staff may resolve it instantly or escalate internally. Have details (account numbers, dates, transactions) ready.
Online – Feedback & Complaint Form (Convenient Option):
Use Bank of Melbourne’s secure Online Complaint Form. Describe your issue clearly; you'll receive a confirmation and reference number.
Email or Mail – Written Record:
Email bomcustomersolutions@bankofmelbourne.com.au or mail your complaint to: Bank of Melbourne Customer Solutions, Level 5, 150 Collins Street, Melbourne VIC 3000.
Expect responses via phone/mail (allow additional processing time).
In-Branch – Personal Assistance:
Visit a branch and speak to staff or a branch manager. Minor issues may be resolved immediately. Serious concerns will be escalated internally.
Business & Premium Customers:
Contact your dedicated Relationship Manager or Private Banker for tailored support, or choose from the above general support options.
Acknowledgment & Initial Handling: Bank of Melbourne aims for a resolution within 5 working days, often even sooner. Immediate acknowledgment by phone or written confirmation with a reference number is standard.
Customer Solutions Team Investigation: Complex issues are escalated to the specialist Customer Solutions team, managed by dedicated Customer Solutions Managers who regularly update you on progress.
FAIRGO Principles: Complaints are handled transparently based on FAIRGO principles (Fair, Accessible, Responsive, Objective), ensuring impartial investigations and fair outcomes.
Resolution & Response: Bank of Melbourne provides a formal response (IDR Response) detailing the outcome, corrective actions (refunds, compensation, or corrections), and your escalation rights.
Customer Advocate Oversight: An independent Customer Advocate (currently Adrian Ahern) reviews complex or unresolved complaints ensuring fairness and recommending improvements.
Timelines: Standard target: 5 business days. Complex cases may take longer, with regulatory guidelines ensuring no more than 30 days.
No Negative Impact: Complaining doesn’t harm your banking relationship. Your normal banking continues unaffected, aside from protective measures for issues like fraud.
Common complaints against Bank of Melbourne
- Account Access & Online Banking Issues:
Customers frequently report lockouts, app errors, or login frustrations. Persistent follow-up usually solves these issues. - Poor Communication & Unresponsive Service:
Complaints often stem from unreturned calls, ignored messages, and bureaucratic loops. Escalating your complaint typically resolves these quickly. - Loan & Mortgage Disputes:
Common complaints include delays, documentation errors, or incorrect charges. Ensure written communication, and escalate if necessary. - Fees & Charges:
Unexpected fees or unclear charges frequently arise. Disputing these through complaints often results in a reversal or goodwill gestures from the bank. - Transaction & Payment Problems:
Disputes involving fraud, incorrect transactions, or delayed actions by the bank. Such issues receive priority treatment when formally escalated. - Long-Term Unresolved Issues:
Persistent problems, like unresolved property title releases, often require escalation to senior management or external bodies.
Real complaints submitted through Ajust
How other Bank of Melbourne complaints got resolved
Locked Out, Frustration Led to Leaving: A customer was unable to access his account after a PIN reset. Lack of timely assistance led him to switch banks.
Live Chat Resolution: Initial poor experience on live chat was resolved positively by persistence. A second representative provided clear, helpful solutions.
Complex Loan Issue: Multiple mistakes with loan processing led to unsatisfactory outcomes. The threat of a public complaint with AFCA initiated the bank’s internal escalation.
- Internal Escalation – Customer Advocate:
Email: customeradvocate@bankofmelbourne.com.au
Mail: Customer Advocate, GPO Box 1, Sydney NSW 2001
For an impartial review, clearly explain why initial handling was inadequate and desired outcomes. - External Escalation – AFCA Ombudsman:
If unresolved after internal escalation (or 30 days passed):
- AFCA online
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Mail: AFCA, GPO Box 3, Melbourne VIC 3001
Provide details, correspondence, and outcomes sought; AFCA's involvement typically expedites resolutions.
- Specific Escalations:
For hardship, fraud, or accessibility concerns, escalate directly to specialised teams through standard channels. - Regulatory Bodies:
ASIC or ACCC for broader systemic issues. Use this route if the issue involves legal breaches or widespread misconduct.
Escalation typically leads to quicker resolutions. Persistent, well-documented escalations usually result in satisfactory outcomes.
- Australian Financial Complaints Authority (AFCA): Free, independent banking dispute resolution. Decisions binding up to certain limits.
- Australian Securities & Investments Commission (ASIC): Report suspected legal breaches (misleading conduct, irresponsible lending).
- Australian Competition & Consumer Commission (ACCC): Report misleading advertising or breaches of consumer law.
- Banking Code of Practice (BCCC): Via AFCA, highlight breaches of ethical standards committed by Bank of Melbourne.
- Office of the Australian Information Commissioner (OAIC): For unresolved privacy complaints after internal/AFCA escalation.
- Feedback & Complaints Page
- Online Complaint Form
- Complaint Phone: 13 22 66 (Intl: +61 3 9683 9999)
- Complaint Email: bomcustomersolutions@bankofmelbourne.com.au
- Customer Advocate Email: customeradvocate@bankofmelbourne.com.au
- AFCA Ombudsman (1800 931 678)
- Easy English Complaint Guide
- Privacy Policy Contact
- General Contact Directory
Bank of Melbourne Complaints FAQs
You’ve done your part, now it’s time to hold Bank of Melbourne accountable.
Take the final step and submit a complaint that gets seen and responded to.