Had an issue with Bankwest? Get a real response.
How to submit a complaint with Bankwest
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.
Common complaints against Bankwest
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.
Complaints submitted through Ajust
I spent nearly an hour on hold trying to fix an issue with my account. It’s exhausting when something simple turns into a waiting game. I just wanted a quick answer, not to waste half my day chasing support that should be easy to reach. - Roy
My account was suddenly locked, cutting me off from my pension payments. As a single mum, every dollar matters, and not having access to my money for weeks caused real stress. I kept sending documents and got nowhere. It shouldn’t take this much to be heard. - Cecillia
When a scam wiped $7,800 from my mother’s account, Bankwest told us to contact the merchant ourselves. We did everything right and still lost the money. It’s frustrating that the people who should protect us didn’t take stronger action to help recover it. - Danille
My card was cancelled without any notice after 35 years as a loyal customer. I only found out when I tried to use it. Then I was told to pay for charges from a scam I didn’t make. It felt like being punished for something I didn’t do. - Paul
How other consumers Bankwest complaints got resolved
ATM Withdrawal Issue Fully Refunded
- Issue: ATM malfunctioned, account debited $900 with no cash dispensed.
- Resolution: After escalation and re-investigation, Bankwest refunded the entire amount, including the ATM fee. The customer praised Bankwest for correcting the initial decision.
Duplicate Payment Quickly Reversed
- Issue: Customer accidentally made a duplicate credit card payment causing negative account balance concerns.
- Resolution: Bankwest resolved the issue within one day, reversed the duplicate payment, confirmed no fees would apply, and apologized.
Transfer Delay Explained and Compensated
- Issue: Delayed large business transfer due to system outage causing payroll issues.
- Resolution: Bankwest proactively contacted the customer, explained the delay, ensured the transfer was completed, apologised, and waived the month’s account fee as compensation.
If unsatisfied with your initial complaint handling, escalate through these clear steps:
- Request Higher Review: Politely ask to escalate your complaint to a manager or team leader who may offer an alternative resolution.
- Customer Relations Team: For unresolved or complex complaints, involve Bankwest’s dedicated Customer Relations or Solutions team for a comprehensive review.
- Formal Escalation via Complaints Guide: Refer to Bankwest’s official Customer Complaints Guide for escalation contacts and procedures.
- 30-Day Escalation Trigger: If unresolved after 30 days, escalate externally or formally remind Bankwest of their obligation to finalise your complaint promptly.
- Social Media Engagement: Contact Bankwest’s social media team for an alternative communication pathway if standard channels fail.
- Commonwealth Bank Customer Advocate: Request an impartial review by CBA Group’s Customer Advocate (email: customer.advocate@cba.com.au) for unresolved disputes.
Always document interactions and remain clear and factual in your escalation for the best outcome.
If internal escalation doesn’t resolve your complaint, use these external resources:
- Australian Financial Complaints Authority (AFCA)
- Website: afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
AFCA independently resolves unresolved banking complaints. Lodge your complaint after Bankwest’s final response or after 30 days without resolution.
- Website: afca.org.au
- ASIC & ACCC:
Report systemic or serious misconduct:
- ASIC: Breaches of financial regulations.
- ACCC: Misleading conduct or unfair practices.
- ASIC: Breaches of financial regulations.
- Office of the Australian Information Commissioner (OAIC):
For privacy breaches or mishandling of personal data.
- Website: oaic.gov.au
- Phone: 1300 363 992
- Website: oaic.gov.au
- Legal Advice:
Consider independent legal assistance for significant issues, though AFCA typically suffices for most banking disputes.
These avenues ensure your concerns are addressed fairly and thoroughly, holding Bankwest accountable.
- Bankwest Customer Complaints Page
- Online Complaint Form
- 24/7 Complaints Line: 13 17 19 (Overseas: +61 8 9449 2840)
- Customer Complaints Guide (PDF)
- AFCA – Australian Financial Complaints Authority
- Commonwealth Bank Customer Advocate
- OAIC Privacy Complaints
- ASIC’s MoneySmart Complaint Guide
- Bankwest Help & Support
- Bankwest Accessibility Services
Bankwest Complaints FAQs
How can I lodge a complaint with Bankwest quickly?
The fastest way to lodge a complaint with Bankwest is by calling their 24/7 line at 13 17 19. You can also submit complaints through BankMail, the online complaint form, or by mail. Always include clear details like your account number, issue description, and preferred outcome. Ask for a reference number to track progress—Bankwest usually acknowledges complaints within one business day.
How long does Bankwest take to resolve a complaint?
Bankwest aims to resolve most complaints within 30 days. Simple issues may be fixed within days, while complex ones are escalated to specialist teams. Expect updates at least every 10 business days, and clear communication if delays occur. If it’s been 30 days without resolution, you can escalate your case to the Australian Financial Complaints Authority (AFCA).
What are common Bankwest complaint issues customers face?
The most common Bankwest complaints involve customer service quality, digital banking issues, unexpected fees, and transaction problems. Many customers also report frustration with account security checks and branch closures. If you experience these issues, document details and submit a clear, factual complaint. Bankwest regularly reviews common complaint themes to improve service quality and transparency.
What can I do if Bankwest doesn’t resolve my complaint fairly?
If you’re unhappy with Bankwest’s response, request a review by a manager or the Customer Relations Team. After 30 days without resolution, escalate your case to AFCA at afca.org.au or contact the Commonwealth Bank Customer Advocate. Always keep records of your communications—clear documentation strengthens your case and ensures fair review through independent channels.
You’ve done your part, now it’s time to hold Bankwest accountable.
Take the final step and submit a complaint that gets seen and responded to.