Customer Remediation
Customer Remediation
Correcting our mistakes if we get it wrong
Customers are at the centre of our decisions at Suncorp Bank, but sometimes we might get it wrong. If we’ve made an error, our top priority is to make it right quickly and fairly. This may include providing refunds or payments to our current and former customers impacted by our error.
We’re sorry if you’ve been affected by our mistake — here’s what you might expect next.
Correcting our mistakes if we get it wrong
Customers are at the centre of our decisions at Suncorp Bank, but sometimes we might get it wrong. If we’ve made an error, our top priority is to make it right quickly and fairly. This may include providing refunds or payments to our current and former customers impacted by our error.
We’re sorry if you’ve been affected by mistake — here’s what you might expect next.
As a current customer
Suncorp Bank will be in contact with details of our error including details of any payment that you may be entitled to. You should expect contact via telephone, email or letter. Don’t worry, you won’t need to do anything. If you’re owed any remediation (refunds or payments) we’ll deposit this into your account.
Tip: You’ll see any remediation payment listed on your statement as ‘Suncorp Bank’.
As a former customer
If you’ve closed your Suncorp Bank account(s), we'll attempt to contact you by letter, email or telephone. To process any remediation payment, we'll need the details of your Australian bank account. The payment will be deposited to your nominated account and will appear in your account from ‘Suncorp Bank’.
If we don’t hear back from you, we’ll attempt to contact you another two times. If we’re unsuccessful in reaching you, the following will occur:
- Amounts above $500 may be sent to ASIC as unclaimed money.
- Amounts below $500 may be sent to ASIC as unclaimed money, or we may donate the amount to charity.
In either case, you can continue to contact us at any time should you become aware of any remediation owed to you by Suncorp Bank. Visit Moneysmart for information about unclaimed money and how to make a claim.
As a current customer
Suncorp Bank will be in contact with details of our error including details of any payment that you may be entitled to. You should expect contact via telephone, email or letter. Don’t worry, you won’t need to do anything. If you’re owed any remediation (refunds or payments) we’ll deposit this into your account.
Tip: You’ll see any remediation payment listed on your statement as ‘Suncorp Bank’.
As a former customer
If you’ve closed your Suncorp Bank account(s), we'll attempt to contact you by letter, email, phone/ SMS. To process any remediation payment, we'll need the details of your Australian bank account. The payment will be deposited to your nominated account and will appear in your account from ‘Suncorp Bank’.
If we don’t hear back from you, we’ll attempt to contact you another two times. If we’re unsuccessful in reaching you, the following will occur:
- Amounts above $500 may be sent to ASIC as unclaimed money.
- Amounts below $500 may be sent to ASIC as unclaimed money, or we may donate the amount to charity.
In either case, you can continue to contact us at any time should you become aware of any remediation owed to you by Suncorp Bank. Visit Moneysmart for information about unclaimed money and how to make a claim.
Keeping your accounts safe is important
We know an unexpected email or call from Suncorp Bank may be alarming. If you’re concerned about providing information via email, please
Keeping your accounts safe is important
We know an unexpected email or call from Suncorp Bank may be alarming. If you’re concerned about providing information via email, please
Tip: Suncorp Bank will not ask you to provide any passwords, PINs, security tokens, credit card details or request you to make a transaction or payment to receive a refund. If you receive a suspicious message, do not open any links or attachments.
Believe you’re eligible for a refund?
If you believe you’re owed a remediation payment, please contact us or visit a Suncorp Bank branch and we’ll help you with the next steps.
Further assistance
If you need to make a comment or complaint regarding the remediation, you can contact us or visit a branch. The Customer Relations Team is also available to assist.
Will payments affect my tax return?
Only some types of account payments and refunds will affect your tax returns. If this is the case, we’ll tell you about this in the letter sent to you and might also suggest you talk to your tax advisor.
The Australian Tax Office also provides general information for people who have received a refund from a bank remediation.
Believe you’re eligible for a refund?
If you believe you’re owed a remediation payment, please contact us or visit a Suncorp Bank branch and we’ll help you with the next steps.
Further assistance
If you need to make a comment or complaint regarding the remediation, you can contact us or visit a branch. The Customer Relations Team is also available to assist.
Will payments affect my tax return?
Only some types of account payments and refunds will affect your tax returns. If this is the case, we’ll tell you about this in the letter sent to you and might also suggest you talk to your tax advisor.
The Australian Tax Office also provides general information for people who have received a refund from a bank remediation.
