Had an issue with Suncorp? Get a real response.
How to submit a complaint with Suncorp
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.
- Suncorp Bank: 13 11 75 (Mon–Fri, 9am–5pm AEST).
- 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.
- 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.
- 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.
- 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
- Bank (Customer Relations): bank.customer.relations@suncorpbank.com.au
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.
Common complaints against Suncorp
- 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).
Suncorp complaints submitted through Ajust
Michael was told both vehicles were covered for windscreen damage. When he made a claim, only one vehicle was covered. He relied on incorrect advice and incurred unexpected costs, leading to frustration and loss of trust.
Suncorp placed a hold on our main account without warning because of a trustee company name change, even though the business itself hadn’t changed. We provided every document requested, certified and in person, and were told it would be resolved quickly. Weeks later, our funds were still frozen, with no updates, no explanations, and no access to our own money. - Timothy
My account was suddenly locked while Suncorp investigated me for fraud, but I received no calls, no emails, and no explanation. My balance showed zero and I had no access to my money, even though it included a work compensation payout I needed for bills and medical costs. The silence and lack of communication made an already stressful situation unbearable. - Sharon
For months, I’ve been unable to open my emailed credit card statements because the default password simply doesn’t work. I’ve called multiple times, and each time they resend the statement instead of fixing the underlying issue. Despite confirming my details are correct, nothing has changed, and I’m stuck repeating the same complaint with no real resolution. - Anshul
How other consumers Suncorp complaints got resolved
Locked bank account → restored after verification: A customer’s account was frozen by fraud controls after a wallet transfer. After verifying identity and payment details with the security team, access was restored the same day.
Car insurance claim delay → ombudsman escalated: A theft/damage claim dragged on and was declined. After internal complaint and then AFCA escalation, the case was reviewed and resolved through the ombudsman process.
Bank fee error → reversed on first call: A duplicate fee was identified and refunded immediately with an apology.
- Internal escalation (Customer Relations / IDR):
- Bank Customer Relations: 1800 689 762 (Mon–Fri, 9am–5pm AEST) • bank.customer.relations@suncorpbank.com.au
- Insurance IDR: 1300 264 053 • idr@suncorp.com.au
Reference your original complaint number and request a higher-level review.
- Bank Customer Relations: 1800 689 762 (Mon–Fri, 9am–5pm AEST) • bank.customer.relations@suncorpbank.com.au
- External escalation (if unresolved or overdue):
- AFCA — Australian Financial Complaints Authority (free, independent): 1800 931 678 • info@afca.org.au • Lodge online (GPO Box 3, Melbourne VIC 3001).
Appropriate when you disagree with Suncorp’s final response or 30 days have passed without resolution (some credit matters sooner).
- AFCA — Australian Financial Complaints Authority (free, independent): 1800 931 678 • info@afca.org.au • Lodge online (GPO Box 3, Melbourne VIC 3001).
- Other avenues:
- ASIC (misconduct reports) and ACCC/Fair Trading (broader consumer issues) don’t resolve individual disputes but oversee compliance. For practical outcomes, AFCA is fastest.
- ASIC (misconduct reports) and ACCC/Fair Trading (broader consumer issues) don’t resolve individual disputes but oversee compliance. For practical outcomes, AFCA is fastest.
- AFCA (primary external body): Independent dispute resolution for banking & insurance. Determinations are binding on Suncorp if you accept. Use for disputes about claim decisions, fees, mistaken transactions, lending conduct, privacy, etc.
- Industry codes: Suncorp Bank follows the Banking Code of Practice; insurance follows the General Insurance Code of Practice - these set expectations for fair, timely complaint handling.
- Online complaint/feedback form: Lodge bank or insurance complaints via Suncorp’s official site (24/7)
- Suncorp Bank — Customer Relations & Complaints page: Process, contacts, and what to expect
- Suncorp Insurance — Complaints page: Phone, form, and escalation contacts for policy/claims issues
- Easy English complaints guide: Plain-language steps for making a complaint
- Customers needing extra support: Assistance for illness, hardship, disability, or other vulnerabilities
- Complaints Management Policy: Suncorp Group’s formal commitments and timeframes
- AFCA — Lodge a complaint: How to submit, evidence to include, and what happens next
Suncorp Complaints FAQs
How do I submit a complaint to Suncorp the fastest way?
The fastest way to submit a Suncorp complaint is by phone or online, depending on urgency. Calling Suncorp Bank on 13 11 75 or Suncorp Insurance on 13 11 55 allows immediate explanation and often same-day fixes. Online complaint forms work well for detailed issues and create a written record. Always ask for a reference number so your complaint is tracked and escalated properly if needed.
How long does Suncorp take to respond to a complaint?
Suncorp usually acknowledges complaints within one business day and aims to resolve most issues within five business days. More complex banking or insurance complaints can take up to 30 days under internal dispute resolution rules. If timeframes are missed, you can request escalation to Customer Relations or Insurance IDR using your original complaint reference number.
What should I include in a Suncorp complaint to avoid delays?
A strong Suncorp complaint clearly states what went wrong, when it happened, and what outcome you want. Include key dates, amounts, account or policy numbers, and any previous reference numbers. Being specific about your desired resolution, such as a refund, correction, or claim review, helps Suncorp assess and resolve your complaint faster without repeated follow-ups.
What can I do if Suncorp doesn’t resolve my complaint?
If Suncorp does not resolve your complaint within 30 days or you disagree with their final response, you can escalate to AFCA. The Australian Financial Complaints Authority is free, independent, and can review banking and insurance disputes. AFCA decisions are binding on Suncorp if you accept them, making it the most effective next step when internal escalation fails.
You’ve done your part, now it’s time to hold Suncorp accountable.
Take the final step and submit a complaint that gets seen and responded to.