Had an issue with CBA? Get a real response.
How to submit a complaint with CBA
The strongest CBA complaint starts with the official contact form, the complaints policy, and the hardship support page and a clear statement of what failed around more human experience for customers.
- Start in the right place: Use the official contact form, the complaints policy, and the hardship support page for CBA so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction references, statements, screenshots, and prior emails and explain what went wrong with more human experience for customers.
- Name the complaint theme: Say if the issue is about account issues, billing or fee disputes, and app problems so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a reversal, correction, refund, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Most CBA complaints move through logging, evidence review, and then a written position on what the business will do next.
- Acknowledgement: You should get a case number, email, or some written sign that CBA has logged the complaint.
- Review: The business will usually look at account details, transaction references, statements, screenshots, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what CBA found and whether it will offer a reversal, correction, refund, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against CBA
The complaint themes most likely to matter for CBA are below. Use the one that best matches your issue.
- Account issues: A recurring friction point that is worth naming clearly in your complaint.
- Billing or fee disputes: Charges that look wrong, fees you did not expect, or corrections that drag.
- App problems: A recurring friction point that is worth naming clearly in your complaint.
- Slow support: Slow replies, handballs between teams, or support that misses the actual problem.
CBA complaints submitted through Ajust
If CBA is still not dealing with account issues, billing or fee disputes, and app problems properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask CBA to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the bank's internal dispute resolution process.
Complaints about CBA do not have to end with the internal response, especially if the complaint still turns on account issues, billing or fee disputes, and app problems.
- Main external path: AFCA after the bank's internal dispute resolution process
- Why this route matters: ASIC may matter for broader conduct issues, but AFCA is usually the practical complaints route for consumers.
- Before you escalate: Keep your full CBA complaint trail together, including receipts, screenshots, emails, and any written responses.
Use one of these official CBA complaint routes first. If possible, keep the complaint in writing.
- Official contact: www.commbank.com.au/retail/complaints-compliments-form
- Complaints policy: www.commbank.com.au/support/compliments-and-complaints/customer-complaint-guide.html
- Hardship support: www.commbank.com.au/support/financial-support/financial-hardship.html
- In-person support: www.commbank.com.au/digital/locate-us/
- Email: customerrelations@cba.com.au
- Phone: 1800 805 605
CBA Complaints FAQs
Where should a formal complaint to CBA go first?
If you want the complaint on record, use the official contact form, the complaints policy, and the hardship support page rather than a casual enquiry path. Keep the whole complaint in one written thread if you can.
What should I expect once CBA has my complaint?
Most complaints follow the same pattern: logged, reviewed, answered. Keep the reference number and push back in writing if the outcome is weak.
What complaint issues come up most often for CBA?
Most complaints in this provider type revolve around account issues, billing or fee disputes, and app problems. If your issue fits one of those patterns, say so directly.
Where can I escalate a complaint about CBA externally?
The external route depends on the provider type, but for this business the main pathway is AFCA after the bank's internal dispute resolution process.
You’ve done your part, now it’s time to hold CBA accountable.
Take the final step and submit a complaint that gets seen and responded to.