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Making a complaint

We aim to provide the best customer service to you, our customers. We recognise that sometimes things can go wrong. If you think we have failed in any way, please tell us because it gives us the opportunity to fix the problem.

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Also, by telling us where you think we have gone wrong we will be able to deliver improved service to you in the future.To deal with your concerns and to assist you, we offer a free internal complaint or dispute resolution scheme to all customers and a free external dispute resolution scheme for personal and small business customers. Please rest assured that all matters are dealt with seriously by the bank and in total confidence.


Lodging your complaint or dispute

The first place to make your complaint known is your branch.If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Financial Ombudsman Service Australia or FOS. FOS provides fair and independent financial services complaint resolution that is free to consumers.

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Complaints Form


To help us help you...

  1. Gather all documents and supporting papers about the matter.

  2. Personally contact the staff at your branch or your Account Manager and explain the problem. Our staff will review the matter fully and if possible resolve it straight away.

  3. If your complaint or dispute is not resolved at the initial point of contact and warrants further investigation, the matter will be escalated until resolved. 

  4. At this point we ask that you lodge your complaint in writing so that we may keep an accurate record of it. Should you require assistance with lodging your complaint or dispute, our staff will be pleased to help you. Download a complaint form.

  5. If we haven’t already communicated with you, we will send you a written acknowledgement of receipt of your complaint within 5 business days. Included in this acknowledgement will be the name and contact number of the person who is investigating your complaint or dispute.

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Rest assured that an officer with the necessary authority will review your matter.
Write to: Customer Complaints Officer
Bank of Sydney Ltd
GPO Box 4288, SYDNEY NSW 2001
Telephone: 1300 888 700
Fax: 1300 888 710
Web site:
1. For complaints relating to privacy issues or the handling of personal information, please also address all mail to Customer Complaints Officer (Privacy).
2. If the matter relates to a disputed EFT transaction, please complete and lodge an ‘Electronic Transaction Dispute’ form (available at any branch or by calling 1300 888 700).
If the EFT related complaint is settled to your satisfaction within 5 business days, we are not required to advise you in writing of the outcome unless you request it.

External Dispute Resolution

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Financial Ombudsman Service (FOS) or the Australian Financial complaints Authority (AFCA).

From 1 November 2018 onwards, FOS will be replaced by AFCA – the Australian Financial Complaints Authority.

For all complaints arising prior to 1 November 2018, please contact Financial Ombudsman Service (FOS).

Before 1 November 2018:
Phone: 1800 367 287 (free call)
Mail: Financial Ombudsman Service Australia, GPO Box 3, Melbourne VIC 3001
For all complaints arising after 1 November 2018, please contact the Australian Financial Complaints Authority ( AFCA ).

After 1 November 2018: 
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

To learn more about our Complaints Policy, please click here.