Had an issue with BankSA? Get a real response.
How to submit a complaint with BankSA
You can raise a complaint with BankSA through several official channels:
- Phone: Call 13 13 76 (within Australia, 8am–8pm, 7 days) or +61 2 9155 7800 from overseas. Staff can often resolve issues on the spot or escalate to a manager.
- Online Form: Use the Complaints & Compliments Form to submit details securely. Provide account numbers, dates, and your desired outcome.
- Branch: Visit a BankSA branch and ask to lodge a complaint. Staff may fix it immediately or escalate internally.
- Mail: Write to BankSA Customer Solutions, Reply Paid 399, Adelaide SA 5001 (no stamp required). Include full details and your contact info.
- Accessibility Feedback: Use BankSA’s accessibility feedback options or the National Relay Service if required. Guides in Easy English and multiple languages are available.
- Mobile App / Internet Banking Secure Message: Lodge complaints securely from within your account.
💡 Tip: Always state clearly that you are making a complaint, describe what went wrong, and what resolution you want.
- Acknowledgement: Minor issues may be resolved immediately; otherwise, you’ll receive confirmation (email, phone, or letter) with a reference number.
- Customer Solutions Team: Complex cases go to this specialist team. A Customer Solutions Manager will own your case, investigate, and update you regularly.
- FAIRGO Principles: Complaint handling follows Fair, Accountable, Inclusive, Responsive, Genuine, and Open values.
- Resolution: You’ll receive a clear response (IDR – Internal Dispute Resolution). Outcomes may include fixing errors, refunds, compensation, apologies, or explanations.
- Timelines: Simple cases: within days. Complex: up to 30 days (21 days for hardship/debt collection). You will be kept updated if delays occur.
- Customer Advocate Oversight: The independent Customer Advocate reviews overall fairness in complaint outcomes.
Common complaints against BankSA
- Account freezes / transaction errors – e.g., funds blocked for security reviews without clear explanation.
- Customer service frustrations – long waits, transfers between Westpac/BankSA teams, scripted responses.
- Delays in card or service delivery – replacement credit cards or documents taking weeks.
- Unexpected fees or charges – disputed annual fees or unclear loan break costs.
- Branch closures/access issues – difficulties for non-digital customers.
- Online/app glitches – outages or failed payments leading to late fees.
- Loan/mortgage disputes – slow approvals, rate changes, or repayment misapplications.
- Insurance claims – delays or disputes handled through partners but initiated with BankSA.
BankSA complaints submitted through Ajust
I’d been trying for weeks to complete BankSA’s Verify ID request and kept hitting dead ends. I spent hours on the phone, got conflicting advice from different teams, and was warned my account would be suspended even though the process itself wasn’t working. Being treated like the problem, instead of being helped, was stressful and exhausting. - Ira
I noticed a charge on my BankSA account for something I never ordered, and it immediately raised alarm bells. The money being taken without my consent disrupted my finances and left me worried about account security. I just wanted the bank to take the complaint seriously, investigate properly, and help me feel confident my money was safe again. - Erik
My BankSA account was hacked and thousands were taken through overseas transactions I didn’t authorise. While some money was returned, most wasn’t, and I was left without basics for weeks. The complaint process dragged on, my mental health suffered, and after years as a customer, I felt abandoned when I needed support the most. - Brigitte
I was locked out of my BankSA internet banking while overseas and had no way to contact the bank or access my money. Being stranded without funds left me scared, alone, and incredibly vulnerable. When I complained, it felt like there were no backup options or empathy for how serious the situation was. - Laura
How other consumers BankSA complaints got resolved
Frozen account: A customer locked out after a large deposit escalated to Customer Solutions. BankSA restored access, refunded lost funds, and apologised.
Missing credit card: A card was sent to an old address. After a complaint, a new one was couriered within 2 days and a $100 goodwill credit applied.
Dispute runaround: A customer was tired of repeating themselves. BankSA appointed a single case manager, who resolved the dispute within a week.
- Ask for a supervisor or manager if frontline staff can’t resolve it.
- Request review by the Customer Advocate if you feel the resolution is unfair.
- Escalate externally to AFCA if BankSA’s final response is unsatisfactory or 30 days pass without resolution.
- AFCA (Australian Financial Complaints Authority) is independent, free, and binding on BankSA.
- AFCA (Australian Financial Complaints Authority) is independent, free, and binding on BankSA.
- Legal advice/court – rare, but possible if outside AFCA’s jurisdiction or above monetary limits.
- Regional management escalation – if branch service issues persist, request a higher-level manager to review.
- AFCA – Australian Financial Complaints Authority:
- Lodge online: afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Lodge online: afca.org.au
- ASIC: Report systemic issues or misleading conduct.
- ACCC: Report broad consumer rights concerns.
- State Fair Trading: General advice; most finance issues referred to AFCA.
- OAIC (Privacy): Escalate if your complaint involves misuse of personal information.
By law, BankSA must tell you about AFCA in their final complaint response.
- BankSA Complaints & Feedback
- BankSA Complaints Form
- Phone: 13 13 76 (Australia) / +61 2 9155 7800 (overseas)
- Find a Branch
- Your Customer Advocate – BankSA
- AFCA – Lodge a Complaint
- ASIC MoneySmart – Banking Complaints
- OAIC – Privacy Complaints
BankSA Complaints FAQs
What is the fastest way to submit a complaint to BankSA and get a response?
The fastest way to complain to BankSA is by phone, secure message in the app, or the online complaints form. These channels go straight to staff who can resolve simple issues immediately or escalate them internally. Clearly stating that you are making a complaint and outlining your desired outcome helps avoid delays. Phone and digital complaints are usually acknowledged faster than mail or branch visits.
How long does BankSA take to resolve a complaint once it’s lodged?
Most BankSA complaints are resolved within a few days, but complex cases can take up to 30 days. Simple issues like fees or card problems are often fixed quickly, while disputes involving loans, fraud, or hardship take longer. BankSA must keep you updated if delays occur and provide a final Internal Dispute Resolution response explaining the outcome.
What should I do if BankSA ignores my complaint or gives an unfair response?
If BankSA ignores your complaint or the outcome feels unfair, you can escalate it internally or go to AFCA. Ask for a supervisor, request Customer Advocate review, or wait for the final response. If 30 days pass without resolution, or you disagree with the final decision, AFCA can independently review the complaint at no cost and issue a binding outcome.
What information should I include to improve my chances of a successful BankSA complaint?
A strong BankSA complaint clearly states what went wrong, when it happened, and what resolution you want. Include account numbers, dates, amounts, reference numbers, and copies of relevant messages or statements. Being specific and calm helps BankSA investigate faster. Clear complaints are more likely to reach the Customer Solutions team and be resolved without repeated follow-ups.
You’ve done your part, now it’s time to hold BankSA accountable.
Take the final step and submit a complaint that gets seen and responded to.