Tried to complain to

Bankwest

but got ignored? We’ll help you escalate it.

You can easily lodge a complaint with Bankwest through several convenient options:

• Phone (Fastest): Call Bankwest’s 24/7 line at 13 17 19 (overseas callers: +61 8 9449 2840).
  
  
• Online Secure Message (BankMail): Log into your Bankwest Online Banking or app to securely send your complaint.
  
  
• Online Complaint Form: Fill out Bankwest’s online complaint form for quick submission.
  
  
• Postal Mail: Send your complaint to “Bankwest Customer Care, PO Box E237, Perth WA 6841” (no stamp required).
  
  
• In-Person: Visit an available Bankwest branch or service desk (limited locations) for face-to-face assistance.
  
  

What to Include:

• Account details, transaction dates, clear description of the issue, and your preferred resolution.
  
  
• Request a complaint reference number upon submission for tracking.
  
  

Bankwest promises to acknowledge all complaints within one business day, typically sooner.

Bankwest handles complaints transparently and efficiently:

• Acknowledgement: Within one business day, receive confirmation and a reference number.
  
  
• Dedicated Case Manager: A specific staff member is assigned to manage your complaint, ensuring personalised attention.
  
  
• Quick Resolution: Bankwest strives to resolve complaints immediately or within a few days. Complex issues may require escalation to specialised teams.
  
  
• Regular Updates: Expect updates at least every 10 business days until your issue is resolved.
  
  
• Final Response Within 30 Days: Most complaints are resolved within this timeframe. If delays occur, Bankwest provides clear communication regarding reasons and revised timelines.
  
  

Bankwest commits to fairness, transparency, and ensuring you feel heard. They proactively correct mistakes, offer financial compensation when appropriate, and continuously improve based on customer feedback.

Typical Bankwest customer complaints include:

• Customer Service Quality: Declining quality or inconsistent support due to integration with Commonwealth Bank. Customers report being passed between departments and difficulties accessing knowledgeable assistance.
  
  
• Digital Banking Issues: Problems with the new mobile app, outages, navigation issues, and confusion due to recent digital transitions.
  
  
• Transaction & Payment Problems: Delays or glitches with transfers, ATM issues, Osko payments, and funds temporarily missing or inaccessible.
  
  
• Loan & Fee Disputes: Unexpected fees at loan settlement, offset account mishandling, or unclear communication about interest changes or account terms.
  
  
• Account Security Procedures: Frustration over increased security questions, intrusive verification processes, and reduced accessibility due to branch closures.
  
  
• Product Changes & Poor Communication: Negative impact due to product updates, discontinued benefits, and branch network closures not communicated clearly.
  
  

If you experience these issues, report them promptly. Bankwest actively addresses these common complaints through internal reviews and improvements.