At Arab Bank Australia Limited, we are committed to providing you with superior service. We take complaints seriously because they give us important information about how we can better serve you.

How we deal with complaints

In the event that you have a complaint with us we ask that you advise our branch staff, who will attempt to resolve the matter immediately. Staff who are highly skilled and have a good understanding of your problem will deal with the complaint in an open, transparent, impartial, confidential and equitable manner.

We have a Dispute Resolution Officer who is responsible for reviewing the complaints handling process to ensure complaints are dealt with expeditiously and appropriately. The complaint handling process is free of charge.

Where and how to complain

Phone

You can contact your home branch or the branch you’ve been dealing with (find a branch). Alternatively you can lodge your complaint using the general customer service number 1800 646 484 and a staff member will assist you.

In writing

You can write to us direct:

Postal Address: Arab Bank Australia Limited
P.O. Box N645 Grosvenor Place
Sydney, NSW, 1220

Fax: +61 2 9221 5428

Online enquiry

Email: service@arabbank.com.au

Customer Advocate: customeradvocate@arabbank.com.au

In person

If you've been dealing with us direct, through one of our branches, you can raise your complaint with us in person through our staff.

How long it may take to resolve a complaint

We aim to resolve complaints as quickly as possible. For most banking complaints they should be resolved within five business days.

Some complaints take longer to resolve. In some cases there are complicated facts or circumstances, or where we need to deal with third parties, it might take some time to investigate. If your problem cannot be resolved immediately to your satisfaction, we will acknowledge it and try to resolve it as soon as possible keeping you updated on the progress we make.

Where the complaint relates to a default notice or where it is an application for hardship variation or a request for postponement of enforcement proceedings different time periods apply. Please ask one of our staff members for further details.

Your options if you are still not satisfied

If you are not satisfied with the decision on your complaint, you may ask for the decision to be reviewed as a dispute by our Senior Management.

As an alternate option, you may ask for the decision to be reviewed by the Customer Advocate. The Customer Advocate is independent of the Bank’s business operation and can recommend changes to policies and procedures across the Bank to ensure the best outcomes for our customers. The decision of the Customer Advocate is binding to the Bank, not to you.

If you still think we have not handled your complaint fairly, or if the review process does not resolve your complaint, you can contact the Financial Ombudsman Service. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. Visit their website www.fos.org.au for contact details.