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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 providing 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 75

In person: Visit your nearest Suncorp Bank Branch

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

What accessibility options are available to me when making a complaint?

We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.

National Relay Service - support when using the phone

If you are d/Deaf, hard of hearing, or have a speech/communication difficulty you can contact us using the National Relay Service by:

Step 1

Contact the NRS through your preferred call channel detailed on NRS call numbers and links.

Step 2

Provide the NRS with our phone number 13 11 75.

For more information visit: About the National Relay Service

Interpreting and translation support

Through LanguageLoop, we offer interpreting and translation support for 190+ languages, including a range of First Nations languages, Arabic, Simplified and Traditional Chinese, Korean and more.

Please call us 13 11 75 to request this assistance or visit one of our branches. You can do this with the support of a friend or family member.

Find further information on accessible and inclusive banking options.

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)

By email:

bank.customer.relations@suncorpbank.com.au

In writing:

Suncorp Bank

Customer Relations - RE058

Reply Paid 2432

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

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 21 calendar days after receiving your complaint

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

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

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 services of the Australian Financial Complains 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:

Online:

Australian Financial Complaints Authority (AFCA) website

Email:

info@afca.org.au

Phone:

1800 931 678

Mail:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Further information

Suncorp Bank is a signatory to the Banking Code of Practice.

The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.

Australia and New Zealand Banking Group Limited (ABN 11 005 357 522) (ANZ) acquired Norfina Limited (ABN 66 010 831 722 (Suncorp Bank) on 31 July 2024. As Suncorp Bank is now part of the ANZ Group, it may be necessary to vary the terms of your Suncorp Bank product to match the terms of a similar ANZ product. This means you may end up with a product that has different terms and features to those you initially applied for. In any event, Suncorp Bank will provide you with a more detailed notice of these changes if the variation applies to your products. A full list of these changes for each product can be found at suncorpbank.com.au/variation. Please contact us if you have any questions or if there is a feature that is important to you.

Home Loan, Personal and Business Banking products are issued by Suncorp Bank (Norfina Limited ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882) to approved applicants only. Eligibility criteria, conditions, fees and charges apply and are available on request. Please read the relevant Product Information Document and terms and conditions before making any decisions about whether to acquire a product.