What should I do if I have a complaint?

  1. Contact BCB and tell BCB about your complaint. BCB will do its best to resolve it quickly.
  2. If your complaint is not satisfactorily resolved within 3 business days, please contact our Complaints Officer on 02 9024 3850 or put your complaint in writing and send it to them at:
    Complaints Officer
    PO Box 20288
    World Square
    NSW 2002


  1. BCB is a member of the Financial Ombudsmen Service (FOS) and its successor the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to FOS (before 1 November 2018) or AFCA (on or after 1 November 2018).

Financial Ombudsman Service Australia

Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited
GPO Box 3 Melbourne VIC 3001

Australian Financial Complaints Authority

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001