Tried to complain to Bendigo Bank but got ignored? We’ll help you escalate it.
How to submit a complaint with Bendigo Bank
Bendigo Bank gives you several ways to raise a complaint, whether you want a fast phone resolution or prefer written documentation:
- 📞 Phone (Fastest): Call the Customer Feedback Team at 1300 361 911 (Mon–Fri, 8:30am–5pm AEST). They’ll log your complaint, give you a case reference number, and may even resolve it on the spot. From overseas? Call +61 3 5485 7911.
- 🖥️ Online Feedback Form: Visit Bendigo Bank’s feedback page and click “Provide your feedback online.” Fill in your contact details and describe your issue. You’ll receive confirmation once submitted.
- 🏦 In Branch: Prefer in person? Visit your local branch. All Bendigo Bank staff are trained to handle complaints and can log your issue directly into the system.
- 📧 Email: Send your complaint to feedback@bendigoadelaide.com.au. Include your name, contact details, relevant account or transaction info, and what you’d like done. You should get a confirmation and reference number within a few days.
- ✉️ Mail: Write to Reply Paid 480, Bendigo VIC 3551. No stamp needed in Australia. Include your contact details and clearly explain the issue.
All paths lead to Bendigo’s Customer Feedback Team, so choose whichever method suits you best.
Here’s what to expect after lodging your complaint:
- ✅ Acknowledgment & Reference: You’ll receive a case reference number and confirmation of who’s handling your issue, usually within a few days.
- 🔍 Investigation: Most issues are resolved in 5 business days or less. More complex cases (e.g. fraud or loan disputes) may take longer - up to 30 days, depending on the issue. For financial hardship, the limit is usually 21 days.
- 📞 Communication: Expect regular updates. The assigned staff member will contact you by phone or email and you can check in using your case number at any time.
- ✔️ Resolution: Outcomes may include:
- Fee refunds or error corrections
- Apologies and explanations
- Compensation for eligible losses
- Escalated reviews for complex issues
- Fee refunds or error corrections
For major or unresolved complaints, you’ll receive a formal Internal Dispute Resolution (IDR) letter that explains the outcome and your right to escalate.
Common complaints against Bendigo Bank
Bendigo customers most often raise these types of complaints:
- 💻 Online Banking & App Problems: Bugs, login issues, or feature limitations on the app frustrate users who need quick access to funds.
- 💳 Payment & Card Issues: Delays cancelling direct debits, slow card replacements, or failed transactions are common gripes.
- 📞 Customer Service: While Bendigo's customer service is often praised, some customers report long call wait times, inconsistent branch help, or poor follow-up on loan queries.
- 💰 Fees & Charges: Unexplained account fees or interest charges (especially ones that should have been waived) can quickly lead to complaints.
- 🛡️ Scam Handling: Some users feel the bank could respond faster or more supportively when fraud occurs.
- 🏡 Loan or Account Management Issues: Miscommunication around loan timelines, rate changes, or declined applications can cause major stress, especially near settlement dates.
Most of these issues are well-known and have established resolution pathways within Bendigo Bank.
Real complaints submitted through Ajust
I waited days for a response after reaching out about my account. The delay made it impossible to handle my banking properly, and the stress of not knowing when or if I’d hear back really shook me. I expected more care from a bank I rely on for day-to-day finances. - Larkita
My debit card went missing overseas, and despite four follow-ups, I never got a clear answer on when a replacement would arrive. I had urgent needs - including medical - and couldn’t even pay rent. It felt like I was invisible to the bank when I needed them most. -Leonard
My mother’s account was locked after a home invasion, and instead of support, I was met with disbelief and mishandling. I was left unable to pay her nursing home rent, and the stress was overwhelming. I expected empathy - not more barriers. -Richard
I reported fraud too late because no one at the bank ever contacted me. I was left chasing my money while pregnant and already under financial pressure. I’m still struggling to get the account unlocked. It should never be this hard to get help. - Kayla
How other Bendigo Bank complaints got resolved
📝 Case 1: Direct Debit Cancellation Nightmare
After cancelling her gym membership, a customer’s monthly payments kept debiting. Bendigo investigated, placed a stop on the debit, refunded the charges, and issued a letter confirming the fix.
🔐 Case 2: Scam Loss – Partial Refund
An elderly customer lost $14,000 in a scam. Though initially denied reimbursement, Bendigo offered $5,000 goodwill compensation and helped escalate the case to AFCA.
🏠 Case 3: Loan Approval Delay
A home loan customer complained after radio silence from his loan manager. Once escalated, the branch expedited their approval and waived the application fee.
If your complaint isn’t progressing:
- 📣 Ask for a Manager: Request a senior team member review your case. This can lead to a faster or more flexible resolution.
- 🗂️ Mention the Customer Advocate: Bendigo has an internal Customer Advocate who reviews complex or unresolved cases. While you can’t contact them directly, requesting a review by this office can trigger a more thorough evaluation.
- 🔄 Follow Up Firmly: If timelines slip, call or email again, referencing your case number. Each follow-up builds the case for internal escalation.
- 📃 Final IDR Response: By law, you should receive a formal decision within 30 days. If you don’t (or disagree with the result) you’re eligible to go to AFCA.
- 📧 Contact the Feedback Team Directly: If your initial complaint went through a branch or staff member, bypass them by contacting feedback@bendigoadelaide.com.au or calling 1300 361 911.
Remain calm and clear. Most cases resolve faster when your expectations and history are well documented.
If internal escalation doesn’t resolve your issue, you can turn to external support:
- 📨 AFCA (Australian Financial Complaints Authority)
Your go-to ombudsman for banking issues.
→ Lodge a complaint if:
- It’s been 30+ days with no resolution, or
- Bendigo’s final response was unsatisfactory.
AFCA can make legally binding decisions.
👉 Visit afca.org.au | Call: 1800 931 678
- It’s been 30+ days with no resolution, or
- 🔍 ASIC: For serious misconduct or misleading conduct in financial products.
Use asic.gov.au to submit a report. - 👁️ OAIC (Privacy Complaints):
If Bendigo misused or breached your personal info, contact the Office of the Australian Information Commissioner. - 🏛️ Consumer Affairs (State-level):
For advice or complaints that cross into insurance or contract disputes.
👉 Escalate externally only after Bendigo has had a fair chance to respond.
- Resolve a Complaint – Bendigo Bank – Overview of their complaint process.
- Online Feedback Form – Direct submission to the Customer Feedback Team.
- Phone: 1300 361 911 (Weekdays)
Email: feedback@bendigoadelaide.com.au
Mail: Reply Paid 480, Bendigo VIC 3551 - Complaints Policy – Customer Feedback Management
- Easy English Guide to Complaints – For simplified language support.
- AFCA – Lodge a Complaint – Your external escalation path if needed.
Bendigo Bank Complaints FAQs
How do I lodge a complaint with Bendigo Bank?
You can complain to Bendigo Bank by phone, online, email, mail, or at a branch. Each method reaches the Customer Feedback Team. For fast help, call 1300 361 911 during business hours. If you prefer written records, try email or their online form. Make sure to include contact details and a clear description of the issue so they can act quickly.
What happens after I submit a complaint to Bendigo Bank?
You'll get a case number and an assigned staff member within a few days. Most issues are resolved in 5 business days, but complex cases may take up to 30. Expect updates by phone or email. If unresolved, Bendigo will issue a formal Internal Dispute Resolution (IDR) letter that explains the outcome and next steps.
What are common Bendigo Bank complaints?
Common issues include online banking bugs, delayed card replacements, unexplained fees, poor follow-up, and scam response dissatisfaction. These issues are well known, and Bendigo has structured processes to resolve them. Being clear and specific in your complaint can speed up your resolution.
What if I’m not happy with Bendigo Bank’s response to my complaint?
If your complaint stalls or the result feels unfair, escalate internally by asking for a manager or requesting the Customer Advocate review your case. After 30 days, or if you get a final response you disagree with, contact AFCA for free external resolution. Always keep your case number and communication history ready.
You’ve done your part, now it’s time to hold Bendigo Bank accountable.
Take the final step and submit a complaint that gets seen and responded to.