How to request assistance as an individual

If you’re experiencing financial hardship, we’re ready to help you get back on track. Our Customer Assist team can answer questions and help you get started with your request.

Call us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST). You can also visit your nearest Suncorp Bank branch.

1. Get started by organising information about your financial situation.

When contacting us about financial difficulty, we’ll ask you to provide information about:

  • Your income and employment status
  • What you own
  • What you owe, including loans and credit cards with other lenders
  • If you expect any changes to your situation in the future.

2. Submit a Request for Financial Assistance form.

This form helps us consider ways we can help you, but it isn’t mandatory. You can provide the information we need in another format, for example in an email or a letter. 

For customers who have difficulty providing a request in writing, please call us on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).

Everything you tell us is confidential and assessed on a case-by-case basis.

Request for Financial Assistance form
Variable rate home loan customers may also be eligible for cashback. Find out more

How to submit your request:

Email Customer Assistance

Find your nearest Suncorp Bank branch

Suncorp Bank Customer Assist Team IPC 4RE055, GPO Box 2432, Brisbane, QLD 4001

Fax: (07) 3031 2008

For any questions about Requests for Financial Assistance, please call our Customer Assist team on 1800 225 223 (8:30am-5pm, Mon-Fri, AEST).

If your request relates only to a Suncorp Bank Clear Options Credit Card account, please see below.

What happens once you’ve submitted a Financial Assistance request?

Rest assured that while we’re considering your request, we won’t do anything to change the status of your loan. 

Because it takes time to understand each customer’s unique circumstances, we may need up to 21 days to review and respond to your request once we have all the required information. Find out more.

Can you nominate someone to discuss your Financial Assistance request on your behalf?

Yes, with your approval we can discuss your request with a person you nominate, such as a financial counsellor.

There are free and confidential financial counselling services that provide advice to Australians in every state and territory.

Find out more:

Learn about other helpful resources.

Is your request related only to a Suncorp Bank Clear Options Credit Card account?

National Australia Bank is the credit provider and issuer of Suncorp Bank Clear Options Credit Cards. If your financial difficulty request relates only to a Suncorp Bank Clear Options Credit Card account and not a Suncorp Bank loan or account, please visit the credit card financial hardship page or call 1800 268 077 (9am-9pm, Mon-Fri, AEST). National Australia Bank may be able to provide options such as payment variations, reduced payment plans and reduced settlements.

Take the next step

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.