Had an issue with

Macquarie Bank

? Get a real response.

Before contacting Macquarie Bank, gather the details that will help your complaint be reviewed quickly. This usually includes your full name, contact details, relevant account or reference numbers, dates, and a clear description of what happened and what outcome you’re seeking.

You can submit a complaint through Macquarie’s official channels:

• Online complaint form: Use Macquarie’s Feedback and Complaints page to lodge your issue at any time. Once submitted, Macquarie states they will review your complaint and contact you by the next business day with an update.
• Phone: Call Macquarie’s Client Care team on 02 8550 5666 (within Australia) or +61 2 8245 4470 (international) during business hours. Simple issues may be resolved immediately, while more complex matters can be escalated for review.
• Email: Send a written complaint to complaints@macquarie.com, including all relevant details and any supporting documents.
• Post: Write to The Complaints Officer, Macquarie Bank Limited, GPO Box 4294, Sydney NSW 1164. Include your contact details, account information, and a clear explanation of the issue and desired outcome.

Tip: Keep a record of your submission, such as a confirmation email or reference number, so you can follow up if needed.

Once Macquarie receives your complaint, they follow a structured process to investigate and respond.

• Acknowledgement: Macquarie typically acknowledges complaints within 24 hours and assigns them for review.
• Case management: Each Macquarie division has a dedicated complaints manager, and a case manager or team member may be assigned as your point of contact. They may request additional information to support the investigation.
• Timelines: For most standard complaints, Macquarie aims to provide a final outcome within 30 calendar days. Certain matters, such as credit card or loan complaints involving hardship or default notices, may have shorter timeframes (often 21 days).
• Outcome: You will receive a clear explanation of the decision, either in writing or verbally, including any remedy such as a correction, fee waiver, refund, or apology. If the issue is complex and cannot be resolved within the usual timeframe, Macquarie will explain the delay and keep you informed.

Macquarie states that complaints are handled fairly, honestly, and reasonably, in line with the Australian Banking Code of Practice.

Customers often raise complaints in the following areas:

• Difficulty reaching support: Long phone wait times, repeated transfers between departments, or delays in receiving responses.
• Account access and security holds: Accounts or transactions being temporarily blocked due to security checks, sometimes without clear upfront communication.
• Slow dispute resolution: Delays in resolving issues such as failed ATM withdrawals, chargebacks, or unauthorised transactions.
• Customer service quality: Experiences where customers felt staff lacked knowledge or empathy, or where digital channels were not effective for complex issues.
• Product-specific issues: Disputes related to home loans, credit cards, or savings accounts, including payment flexibility, blocked cards, or promotional interest rates not applying as expected.

If your issue fits one of these categories, naming it clearly in your complaint can help it reach the right team faster.