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Customer Relations and Complaints

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

We value your feedback on any issues concerning how we manage your relationship with us. We are committed to provide the best possible experience, however if we didn’t meet your expectations in any way, please let us know.

We’re here to listen

Please share your suggestions, compliments and complaints.

Online feedback form

How to contact us with a complaint

Let us know

If you experience a problem, are not satisfied with our products, services or a decision we have made, please let us know so that we can help.  Contact us:

Online:

Using our feedback form

By phone:

13 11 55

In person:

Visit your nearest Suncorp Branch

In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

Review by our Customer Relations Team

If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to contact our Customer Relations Team:

By phone:

Contact our Customer Relations team

1800 689 762 (Mon-Fri 9am-5pm AEST)

In writing:

Suncorp
Customer Relations - RE058
Reply Paid 1453
BRISBANE QLD 4001

Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.

We will provide you with an outcome from when we first received your complaint within the following timeframes:

Complaint Type

Standard complaints

Superannuation trustee complaints, except for complaints about death benefit

Complaints about superannuation death benefit distributions

Credit-related complaints involving default notices

Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings

Timeframe

No later than 30 calendar days after receiving your complaint

No later than 45 calendar days after receiving your complaint

No later than 90 calendar days after receiving your complaint*

No later than 21 calendar days after receiving your complaint

No later than 21 calendar days after receiving your complaint**

* Timeframe starts after the expiry of the 28-calendar day period for objecting to a proposed death benefit distribution referred to in the Corporations Act.

** Exceptions apply if we do not have sufficient information to make a decision or if they reach an agreement with you.

If you need more help on how to make a complaint you can access more information in our Complaint Management Process (PDF, 248KB).

Suncorp’s culture principles – Managing complaints

Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.

If you would like to learn more about our Culture Principles, you can access more information in our Culture Principles flyer (PDF, 62KB).

Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the following external dispute resolution services.

Contact the Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:

Phone:

1800 931 678

Mail:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

What accessibility options are available to me?

We want you to be able to make a complaint as easy as possible. If you require further assistance with making a complaint or understanding our complaints process please visit our Accessibility page for more information. If you are in need of extra support, please visit our Financial Difficulty Resources page.

Suncorp is a signatory to the General Insurance Code of Practice.

Find out more about the Life Insurance Code of Practice

 


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.