Had an issue with St.George Bank? Get a real response.
How to submit a complaint with St.George Bank
St.George Bank provides multiple ways to lodge your complaint, so you can select the method most convenient for you:
- Phone: Call St.George’s dedicated complaints line at 13 33 30 (8am–8pm, 7 days a week). Overseas customers can call +61 2 9155 7800.
- Online Form: Complete the official St.George Complaints and Compliments Form. You'll receive confirmation upon submission.
- Postal Mail: Write to “St.George Customer Solutions, Reply Paid 5265, Sydney NSW 2001” (no stamp required).
- In-Person: Visit your nearest St.George branch to speak directly with staff.
Before lodging your complaint, have your account or customer details ready, clearly describe your issue, when it occurred, and the outcome you're seeking. Request a reference number when lodging complaints by phone or at a branch to easily track your case.
St.George aims to resolve your complaint within five business days, often sooner. Their complaints process is transparent and fair:
- Immediate Resolution: St.George will try to resolve your complaint during your initial interaction.
- Acknowledgement: You'll receive a complaint reference number, usually within one business day.
- Escalation (if needed): Complex complaints are escalated to the dedicated Customer Solutions Team. You’ll get a Customer Solutions Manager assigned as your main contact, providing regular updates.
- Internal Oversight: The St.George Customer Advocate ensures fairness, especially for complex issues. While you don’t directly contact them, their team reviews escalated cases internally.
- Final Response: St.George clearly communicates their decision or solution, including apologies, refunds, corrections, or other appropriate remedies.
Common complaints against St.George Bank
St.George customers frequently report complaints in these areas:
- Customer Service Delays: Long hold times and slow resolutions. (Tip: Contact during off-peak hours or use online forms.)
- Online & Mobile Banking Issues: Technical problems, app outages, and login errors. Report immediately for quick troubleshooting.
- Account & Transaction Disputes: Issues like blocked transfers, incorrectly processed direct debits, or account freezes. Always document your communication to strengthen your case.
- Loan & Fee Discrepancies: Miscommunications on loans, unexpected fees, or missed rewards. File a formal complaint for prompt correction.
- Communication Frustrations: Issues like language barriers or loyalty recognition. St.George’s Customer Advocate actively reviews feedback to improve service.
Understanding these common issues helps you effectively raise your concerns and seek resolution.
St.George Bank complaints submitted through Ajust
I set up a direct debit in-branch and trusted it was done, only to find out months later it was never activated and I’d been hit with late fees. I lodged a complaint and was told I’d be contacted, but nothing happened. On top of that, a card I thought was cancelled kept charging annual fees. It felt like no one was properly following through. - Daniel
I discovered thousands of dollars in fraudulent transactions on my credit card, all processed through PayPal, and it was incredibly distressing. I cancelled the card immediately, but because of how it was handled, even PayPal had no record left. I’ve done everything right, yet I’m still left waiting for answers while facing a huge financial loss. - Kerry
I made a $5,000 transfer that failed due to a small error, and since then the money has been stuck in limbo. I opened a dispute, made countless calls, and even went into a branch, but months later there’s still no resolution. It’s exhausting having to constantly chase my own money with no clear update or outcome. - Leslie
My internet banking access was suddenly blocked, and I spent hours on hold across multiple days trying to fix it. I rely on online banking to manage everything, but I couldn’t get through to anyone who could actually help. Being locked out with no resolution or call back caused unnecessary stress and made me feel completely unsupported. - Katherine
How other consumers St.George Bank complaints got resolved
Billing Error Quickly Reversed:
- Issue: Incorrect credit card charge.
- Resolution: Resolved during a phone call, charge reversed immediately. The customer praised the representative’s professionalism.
Online Banking Access Restored at Branch:
- Issue: Customer locked out of online banking.
- Resolution: A branch employee resolved login issues face-to-face and provided money-saving advice. The customer now prefers branch visits.
Technical Glitch Handled with Apology & Compensation:
- Issue: System outage causing temporary negative balances and duplicated transactions.
- Resolution: Public apology, quick system fixes, refunds of associated fees, and personalised customer support.
If your initial complaint isn’t adequately addressed, follow these escalation pathways:
- Request Manager Review: Ask for your issue to be escalated to a supervisor or the Customer Solutions Team for deeper investigation.
- Involve the Customer Advocate: Mention your desire for the Customer Advocate’s oversight if your complaint stalls, ensuring higher-level attention.
- Leverage Your Relationship Manager: Premium, Business, or Private Banking customers should use their relationship managers as advocates.
- Document Everything: Maintain detailed notes of interactions, ensuring clarity during escalation.
- Final Internal Escalation: After 30 days, request a final response letter from St.George outlining their decision, signalling eligibility for external escalation if unresolved.
St.George actively invites you to escalate unresolved complaints internally, ensuring every opportunity for a fair resolution.
If internal escalation fails, you have external complaint options:
- Australian Financial Complaints Authority (AFCA)
- Website: afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: GPO Box 3, Melbourne VIC 3001
AFCA independently investigates unresolved banking complaints, offering impartial, binding resolutions.
- Website: afca.org.au
- ASIC & ACCC
Report serious misconduct or widespread consumer issues.
- ASIC Info Line: 1300 300 630
- ACCC Website for misleading or unfair practices.
- ASIC Info Line: 1300 300 630
- Office of the Australian Information Commissioner (OAIC)
Report privacy breaches or data mishandling.
- Website: oaic.gov.au
- Phone: 1300 363 992
- Website: oaic.gov.au
- Legal Advice: Community legal centres or Financial Rights Legal Centre can advise on complex banking disputes.
Use these channels confidently - external oversight often expedites resolutions.
- St.George Complaints and Compliments Form
- Complaints Line: 13 33 30 (Overseas: +61 2 9155 7800)
- Complaints and Compliments – St.George Contact Us
- St.George Public Complaints Policy (PDF)
- Your Customer Advocate – St.George
- AFCA – Australian Financial Complaints Authority
- ASIC Info Line: 1300 300 630
- Access and Inclusion – St.George
- St.George FAQs
St.George Bank Complaints FAQs
What’s the fastest way to submit a complaint to St.George Bank and get a response?
Calling St.George’s complaints line or using the online complaints form is usually the fastest way to lodge a complaint. Phone complaints can sometimes be resolved immediately, while online submissions provide written confirmation and tracking. To speed things up, have your account details ready, clearly explain the issue, and state the outcome you want. Always ask for a reference number so you can follow up easily if needed.
How long does St.George Bank take to resolve a customer complaint?
St.George aims to resolve most complaints within five business days. Simple issues are often fixed during the first interaction, especially by phone or in-branch. More complex complaints may be escalated to the Customer Solutions Team, with a dedicated manager assigned. If your issue is still unresolved after 30 days, you can request a final response letter to move toward external escalation.
What should I do if St.George Bank doesn’t take my complaint seriously?
If your complaint stalls, ask for it to be escalated to a manager or the Customer Solutions Team. You can also request oversight from the Customer Advocate for added internal review. Keep detailed notes of every interaction and reference number. If there’s still no fair outcome after 30 days, you’re entitled to escalate the complaint externally to the Australian Financial Complaints Authority.
Can I escalate a St.George Bank complaint to an ombudsman, and when should I do it?
Yes, you can escalate your complaint to the Australian Financial Complaints Authority if St.George doesn’t resolve it internally. This usually happens after you’ve received a final response or waited 30 days without a satisfactory outcome. AFCA is free, independent, and can make binding decisions on banking disputes. Escalating externally often prompts faster and more serious engagement from the bank.
You’ve done your part, now it’s time to hold St.George Bank accountable.
Take the final step and submit a complaint that gets seen and responded to.