Had an issue with

Suncorp

? Get a real response.

Choose the channel that suits you:

• By phone
  
  
  • Suncorp Bank: 13 11 75 (Mon–Fri, 9am–5pm AEST).
    
    
  • Suncorp Insurance (car, home, etc.): 13 11 55. Explain what happened and the outcome you want. Ask for a reference/case number.
    
    
• Online complaint form
  
  
  • Lodge a complaint any time via Suncorp’s Feedback/Complaint form on their website. Provide detailed facts (dates, amounts, account/policy numbers) and your desired resolution.
    
    
• In-app / Internet banking
  
  
  • Send a secure message or use support chat to initiate a complaint.
    
    
• In person (branch)
  
  
  • Visit a Suncorp Bank branch. Staff can often resolve or escalate on the spot.
    
    
• Email or mail (written)
  
  
  • Bank (Customer Relations): bank.customer.relations@suncorpbank.com.au
    Mail: Suncorp Bank Customer Relations – RE058, Reply Paid 2432, Brisbane QLD 4001
    
    
  • Insurance (Internal Dispute Resolution): idr@suncorp.com.au
    Mail: Suncorp Insurance, GPO Box 68, Sydney NSW 2001
    
    

Tip: Clearly outline the issue, key dates, any reference numbers, and the resolution you want (refund, correction, claim review, fee waiver, etc.). Suncorp typically acknowledges within 1 business day and aims to resolve within 5 business days. Keep an eye on your phone/email for follow-ups.

• Acknowledgment: Usually within 1 business day.
  
  
• Triage & assignment: Simple issues may be fixed on the spot. More complex matters go to a case manager/Customer Relations team who investigates and becomes your point of contact.
  
  
• Investigation & updates: They review records (notes, logs, calls) and keep you informed with timing and next steps.
  
  
• Resolution target: Most matters within 5 business days. Complex cases have a maximum 30-day timeframe (some credit matters have shorter regulatory limits).
  
  
• Outcome: If upheld, Suncorp explains the fix (fee reversal, corrected bill/decision, claim action, compensation) and implements promptly. If not upheld, they provide reasons and your next options.
  
  
• Closure: A complaint closes only when you accept the outcome. Written confirmation is available on request.
  

• Difficulty reaching support / long waits
  What to do: Try multiple channels (online form, secure message, social DM) and call at off-peak times. Ask for a direct line/email for the handling team.
  
  
• Online banking & app glitches (login issues, statement access)
  What to do: Update the app, clear cache/try another browser, then contact support for access resets or documents by email.
  
  
• Security holds / frozen accounts or blocked transfers
  What to do: Verify ID and transaction details promptly; advise urgency (e.g., bills due). For unusual/large transfers, pre-notify the bank when possible.
  
  
• Fees or premium increases not clearly understood
  What to do: Review statements/policy notices. Request a breakdown and discuss options (different cover/account types, loyalty review).
  
  
• Poor follow-up / repeating information
  What to do: Ask early for your case manager’s name and contact. Keep a log (dates, names, commitments) and request notes be added to your file.
  
  
• Insurance claims delays/decisions
  What to do: Provide full documentation quickly. Request a fresh review via complaints if you disagree. If unresolved, external options exist (see below).