Had an issue with Up? Get a real response.
How to submit a complaint with Up
The strongest Up complaint starts with the official contact form, the complaints policy, and the hardship support page and a clear statement of what failed around fairly new bank, founded in 2018 and the first in.
- Start in the right place: Use the official contact form, the complaints policy, and the hardship support page for Up so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction references, statements, screenshots, and prior emails and explain what went wrong with fairly new bank, founded in 2018 and the first in.
- Name the complaint theme: Say if the issue is about account issues, billing or fee disputes, and app problems so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a reversal, correction, refund, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Once Up logs a complaint about account issues, billing or fee disputes, and app problems, the usual pattern is acknowledgment, review, and then a written answer.
- Acknowledgement: You should get a case number, email, or some written sign that Up has logged the complaint.
- Review: The business will usually look at account details, transaction references, statements, screenshots, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Up found and whether it will offer a reversal, correction, refund, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Up
The complaint themes most likely to matter for Up are below. Use the one that best matches your issue.
- Account issues: A recurring friction point that is worth naming clearly in your complaint.
- Billing or fee disputes: Charges that look wrong, fees you did not expect, or corrections that drag.
- App problems: A recurring friction point that is worth naming clearly in your complaint.
- Slow support: Slow replies, handballs between teams, or support that misses the actual problem.
Up complaints submitted through Ajust
If Up is still not dealing with account issues, billing or fee disputes, and app problems properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask Up to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the bank's internal dispute resolution process.
If Up does not resolve a complaint about account issues, billing or fee disputes, and app problems, there is usually an external path beyond the business.
- Main external path: AFCA after the bank's internal dispute resolution process
- Why this route matters: ASIC may matter for broader conduct issues, but AFCA is usually the practical complaints route for consumers.
- Before you escalate: Keep your full Up complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Up, these are the official contact points worth using first.
- Official contact: https://up.com.au/resolve-a-complaint/
- Complaints policy: https://up.com.au/resolve-a-complaint/
- Hardship support: https://up.com.au/support/
- In-person support: N/A
- Email: support@up.com.au
- Phone: 1300 002 258
Up Complaints FAQs
Where should a formal complaint to Up go first?
The best starting point is usually the official contact form, the complaints policy, and the hardship support page. Use the route that already owns the service record or account history.
What should I expect once Up has my complaint?
Expect Up to review the records, ask for more detail if needed, and then issue a written position or proposed fix.
What are the most common complaints about Up?
The recurring themes are usually account issues, billing or fee disputes, and app problems. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
What is the external complaint path if Up does not resolve it?
Usually yes. The main external path is AFCA after the bank's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Up accountable.
Take the final step and submit a complaint that gets seen and responded to.