Tried to complain to

ING

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

Submitting a complaint with ING is straightforward. Here’s how to lodge your complaint easily and efficiently:

• By Phone: Call ING's 24/7 hotline at 13 34 64 (133 464) within Australia. If overseas, dial +61 2 9028 4077. Clearly state your issue and ask for a complaint reference number.
  
  
• Email: Send details of your complaint to customer.complaints.au@ing.com. Include your full name, contact details, account information, and specifics of your issue.
  
  
• Secure Online Message: Log into ING’s online banking or the mobile app, and select "Message Us" to securely lodge your complaint at any time.
  
  
• Mail: Write to “ING – Complaints Resolution, GPO Box 4094, Sydney NSW 2001” (reply-paid, no postage required). Include essential details clearly in your letter.
  

Quick Tips:

• Clearly describe your complaint: what, when, and the impact.
  
• Specify your desired outcome (e.g., refund, correction, apology).
  
• Obtain a reference or confirmation to track your complaint.
  

ING has a clear and transparent complaints process:

• Acknowledgment & Case Assignment: ING acknowledges complaints within one business day, providing a reference number and assigning a Customer Resolution Officer.
  
  
• Investigation (Typically 5 Days): ING aims to resolve complaints quickly, often within 5 business days. Complex cases may take longer but you'll be updated regularly.
  
  
• Communication & Updates: Expect updates every 10 business days for longer investigations. ING may request additional information during this period.
  
  
• Resolution & Outcome Communication: You’ll receive clear communication outlining the findings and the resolution (e.g., corrections, apologies, or explanations).
  
  
• Complex Complaints Timelines: Credit-related complaints may take up to 21 days, banking product issues up to 30 days, and superannuation matters up to 45 days. ING notifies you if more time is needed.
  
  
• Customer Advocate Review: ING’s internal Customer Advocate independently ensures your complaint is handled fairly. If dissatisfied, you can reach out at customer.advocate@ing.com.au.
  

ING aims for fairness, clarity, and timely resolutions, actively encouraging customer feedback for continual improvement.

Understanding common complaints helps you navigate issues more effectively:

• Difficulty Contacting Customer Service: Long call wait times and delays in responses via online messaging. (Tip: Use secure in-app messaging or call during off-peak hours.)
  
  
• Account Restrictions & Freezes: Accounts unexpectedly locked due to security checks. (Tip: Contact ING immediately and request the fraud/security team for swift verification.)
  
  
• Mobile App and Online Banking Glitches: Technical errors, slow updates, or incorrect balances following app upgrades. (Tip: Check ING’s status page/social media for widespread issues and expected resolution timelines.)
  
  
• Verification & Onboarding Delays: Extended verification periods when opening accounts or updating details. (Tip: Provide requested documents promptly, and escalate via formal complaint if delayed excessively.)
  
  
• Fees, Rates & Promotions Confusion: Issues around conditions for bonus interest or unexpected international fees. (Tip: Clearly understand the terms, and formally complain if conditions seem incorrectly applied.)
  
  
• Fraud & Security Complaint Handling: Delays in investigating or reimbursing fraudulent activities. (Tip: Report fraud immediately, escalate internally if unsatisfied, and involve external bodies like AFCA if necessary.)
  

Knowing these common complaints helps set expectations and informs effective complaint management.