Had an issue with Macquarie Bank? Get a real response.
How to submit a complaint with Macquarie Bank
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.
Common complaints against Macquarie Bank
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.
Macquarie Bank complaints submitted through Ajust
I’ve been with Macquarie Bank for over two years, so it was frustrating to see new customers offered better savings interest rates than loyal ones like me. It honestly feels like a loyalty penalty. I raised a complaint because I expect the same competitive rate, not to feel undervalued for staying. If this isn’t resolved, I’ll move my savings elsewhere. - Pau
Macquarie Bank deducted TFN Withholding Tax from my account even though I was never asked to provide my TFN when I opened it. When I complained through chat, I was told I’d have to wait until tax time to sort it out, which is over a year away. The lack of support and accountability has been incredibly frustrating. - Simon
Macquarie Bank closed my account without any warning and refused to explain why, just telling me to refer to the terms and conditions before hanging up. I’ve been a customer for over 20 years and still had money in the account. I lodged a complaint because being treated like this, with no transparency or access to my funds, is unacceptable. - Yok Lan
Macquarie Bank blocked and then closed my account after my tax refund was deposited, and I still can’t access my own money. I’ve made multiple complaints but received no clear explanation, just instructions that don’t help me recover my funds. That refund is all I have right now, and the lack of answers has been devastating. - Mark
How other consumers Macquarie Bank complaints got resolved
Delayed ATM refund: A customer reported that an ATM failed to dispense cash while their account was debited. After lodging a complaint, the refund process took longer than expected, but the funds were eventually returned once the chargeback was completed.
Fraud dispute resolved after follow-up: A customer experienced unauthorised transactions and initially faced long investigation timeframes. After persistent follow-up, the disputed amount was refunded and recorded as a write-off by the bank.
Savings account interest rate dispute: A customer noticed a promotional interest rate was not applied as advertised. After escalating the issue and involving an external ombudsman, the bank reviewed the case and corrected the application of the rate.
If you are unhappy with the outcome of your complaint or how it is being handled:
- Request internal review: Tell your Macquarie case manager or Client Care representative that you are dissatisfied and would like the complaint reviewed by a senior staff member or specialist team.
- Ask for clarity: If Macquarie does not uphold your complaint, ask for a clear explanation of the decision and the information relied upon.
- Keep records: Save all correspondence, reference numbers, and supporting evidence in case you need to escalate further.
Internal escalation often leads to a fresh review and, in some cases, a revised outcome.
If your complaint is not resolved to your satisfaction, or 30 days have passed since you first lodged it, you can escalate externally.
- Australian Financial Complaints Authority (AFCA): AFCA is the independent ombudsman for banking and financial services in Australia. It provides free dispute resolution for consumers and small businesses. AFCA can investigate and, if appropriate, require Macquarie to provide a remedy such as compensation, correction, or other action.
You may also seek guidance from regulators for broader concerns:
- ASIC for serious misconduct in financial services.
- ACCC for potential misleading conduct or unfair practices.
These bodies do not usually resolve individual disputes like AFCA but may investigate systemic issues.
- Macquarie Feedback and Complaints
https://www.macquarie.com.au/feedback-and-complaints - Macquarie Online Complaint Form
https://www.macquarie.com.au/feedback-and-complaints/complaints-form.html - Macquarie Contact Numbers
https://www.macquarie.com.au/contact-us - Macquarie Complaints Handling Policy
https://www.macquarie.com.au/about/company/regulatory-disclosures/complaints-handling.html - Australian Financial Complaints Authority (AFCA)
https://www.afca.org.au - AFCA Phone: 1800 931 678
- AFCA Email: info@afca.org.au
Macquarie Bank Complaints FAQs
How do I lodge a formal complaint with Macquarie Bank and what details should I include?
Macquarie Bank complaints can be lodged online, by phone, email, or post, and should include your account details, dates, and desired outcome. To avoid delays, include your full name, contact information, relevant account or reference numbers, and a clear explanation of what happened and what you want fixed. You can use Macquarie’s online complaint form, call Client Care, email complaints@macquarie.com, or write to the Complaints Officer. Keep a confirmation email or reference number so you can follow up if needed.
How long does Macquarie Bank take to respond to a complaint?
Macquarie Bank typically acknowledges complaints within 24 hours and aims to provide a final outcome within 30 calendar days. Some complaints, such as credit card or loan hardship matters, may have shorter timeframes of around 21 days. A case manager may contact you for more information during the investigation. If your complaint is complex and takes longer, Macquarie should explain the delay and keep you updated on progress.
What are the most common complaints about Macquarie Bank?
Common Macquarie Bank complaints involve account access issues, slow dispute resolution, long wait times, and credit card or home loan disputes. Customers often report security holds, delayed ATM refunds, unauthorised transaction investigations, or promotional interest rates not applying correctly. Clearly naming your issue, such as “unauthorised transaction dispute” or “blocked account due to security review,” can help direct your complaint to the right team faster and improve your chances of a timely resolution.
What can I do if Macquarie Bank doesn’t resolve my complaint?
If Macquarie Bank does not resolve your complaint within 30 days, you can escalate it to the Australian Financial Complaints Authority (AFCA). Before going external, you can request an internal review and ask for a clear explanation of the decision. If you remain dissatisfied, AFCA offers free, independent dispute resolution for banking complaints and can require remedies such as compensation or corrections. ASIC and the ACCC may also investigate broader misconduct, but they do not usually resolve individual disputes.
You’ve done your part, now it’s time to hold Macquarie Bank accountable.
Take the final step and submit a complaint that gets seen and responded to.