Your browser version is no longer supported, so you may experience issues while using this site.
Please upgrade to a current browser to enjoy the best experience.

Customer Relations

If you have a complaint, compliment or suggestion, please get in touch. Our Customer Relations team is here to help

We value your thoughts on any issues concerning your relationship with us.

If you’ve had a positive experience, we’ll share your message with the team or person who assisted you and make sure they get the recognition they deserve.

And if we didn’t meet your expectations in any way, please let us know. If something has gone wrong, we’ll do our best put things right as soon as possible.

We’re here to listen

Please share your suggestions, compliments and complaints.

Online feedback form

More about making a complaint

If you experience a problem or are dissatisfied with any aspect of your relationship with us, we want to know.

How to contact Suncorp with a complaint

The simplest way to resolve a complaint can be by contacting us or visiting your nearest Suncorp store.

If we aren’t able to resolve your complaint or you’d prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to submit a complaint to our Customer Relations team:

Online:

Feedback form

Phone:

Contact our Customer Relations team
1800 689 762 (Mon-Fri 9am-5pm AEST) 

Mail:

Suncorp
Customer Relations - RE058
Reply Paid 1453
BRISBANE QLD 4001

Visit your nearest store

When submitting a complaint, please provide any details or documents that will help us to better understand the problem and let us know how you’d like your complaint to be resolved.

How we’ll do our best to resolve your complaint

First, we’ll acknowledge your complaint and explain how we’ll work with you to resolve it. Whilst we’re able to resolve most complaints in a few days, we’ll let you know if we need more time.

Along the way, we’ll keep you advised of progress.

We will be focused on resolving this issue for you whilst also providing the appropriate teams with real-time feedback to help ensure the same issue doesn’t occur for other customers.

How long will it take

Most complaints can be resolved on the spot or within days. We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days, we'll tell you that we need more time to investigate.

Need more options?

If you’re not happy with how we’ve resolved your complaint, you can either refer your complaint to the Australian Financial Complaints Authority (AFCA) or you can ask for an impartial review by Suncorp's Group Customer Advocate. 

Contact your Customer Advocate

One of the roles of your Customer Advocate is to elevate the voice of our customers. At Suncorp, we do this by offering impartial reviews of complaints to help ensure a fair and reasonable outcome is achieved.

The Customer Advocate operates separately from our day-to-day business areas and the Advocate’s recommendations are binding on the bank. If you choose to contact the Customer Advocate first, you can still refer your complaint to AFCA if you remain dissatisfied.

Contact your Customer Advocate via email at customeradvocate@suncorp.com.au to request a review of your complaint.

Learn more about Suncorp's Group Customer Advocate on the Suncorp Group website.

Learn more about the role of customer advocates on the Australian Banking Association website

Contact the Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers. Before AFCA can investigate your complaint, they ask you to contact us first to see if we can address your complaint to your satisfaction. If your issue has not been resolved, you can lodge a complaint with AFCA.

Here’s how to learn more about AFCA and confirm if they can assist you:

Phone:

1800 931 678

Mail:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Please note that your Customer Advocate will not be able to review complaints that have already been investigated by AFCA.

Providing better banking for all Australians

Suncorp supports the Banking Code of Practice. The Code sets out the banking industry’s key commitments and obligations to customers on standards of practice, disclosure and principles of conduct for their banking services. It applies to personal and small business bank customers. Learn more at The Australian Banking Association website.

 


Banking products are issued by Suncorp-Metway Ltd ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882 (“Suncorp Bank”). Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit the BCCC website.