Had an issue with Horizon Bank? Get a real response.
How to submit a complaint with Horizon Bank
With Horizon Bank, complaints move better when the route is right, the issue is named early, and the remedy request is concrete.
- Start in the right place: Use the complaints policy, the hardship support page, and the in-person support path for Horizon Bank 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 the account, payment, fee, dispute, or lending issue.
- 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 Horizon Bank 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 Horizon Bank 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 Horizon Bank 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 Horizon Bank
The complaint themes most likely to matter for Horizon Bank 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.
Horizon Bank complaints submitted through Ajust
Escalation is strongest when you keep the same written history and the same unresolved point in front of Horizon Bank.
- Escalate internally first: Ask Horizon Bank 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.
If Horizon Bank does not resolve a complaint about account issues, billing or fee disputes, and app problems, there is usually an external path beyond the business.
- 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 Horizon Bank complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Horizon Bank, these are the official contact points worth using first.
- Complaints policy: https://horizonbank.com.au/media/3485/pds-tc-190623.pdf
- Hardship support: https://horizonbank.com.au/more/important-info/financial-hardship-support/
- In-person support: https://horizonbank.com.au/top-menu/contact-us/
- Email: info@horizonbank.com.au
- Phone: 1300 366 565
- Postal contact: PO Box 280, Wollongong NSW 2520
Horizon Bank Complaints FAQs
Which channel should I use to complain to Horizon Bank?
Start with the complaints policy, the hardship support page, and the in-person support path and label it as a complaint straight away. That makes it easier to move into the right internal process.
What happens after I submit a complaint to Horizon Bank?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with Horizon Bank?
The recurring themes are usually account issues, billing or fee disputes, and app problems. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Is there an ombudsman or regulator for complaints about Horizon Bank?
Usually yes. The main external path is AFCA after the bank's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Horizon Bank accountable.
Take the final step and submit a complaint that gets seen and responded to.