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Let us know what we're doing right

Spread the positivity! We’re thrilled to hear about it if you’ve had a great experience with our staff, our products, or our services. Your compliments brighten our day and inspire us to keep up the good work.

Your feedback matters to us

We’re genuinely sorry if your experience with us fell short. Your feedback about what went wrong is incredibly valuable as it helps us to address issues and improve our services.

How to make a complaint

We understand that sometimes things don’t go perfectly, and we’re ready to listen. There’s a few ways you can contact us with your feedback. We’ll aim to resolve your issue when you first get in touch with us.


Complete our online form and provide us with the details of your complaint.

In a branch

Visit your nearest P&N Bank branch and speak with someone face-to-face.

Over the phone

Call us on 13 25 77 to speak with one of our staff in the Contact Centre.

National relay service

If you are deaf, or have a hearing or speech impairment, the National Relay Service (NRS) can help you speak with us over the phone. Just call 133 677 and ask for "P&N Bank" or "13 25 77". You will need to register with the NRS prior to using their service.

Translation services

If English is not your first language and using a translator would help make banking easier, we offer a free and on-demand translation service to help you speak with us. When calling or visiting a branch, please let a team member know if an interpreter would be helpful and the language you would prefer to use.

Your questions answered

We’ll always try to resolve any complaints when you first contact us, but sometimes this isn’t always possible. If your complaint requires a more detailed investigation than your local branch or our team in the Contact Centre can provide, your complaint may be referred to our Member Advocate for specialist assistance.

If you’ve already tried to resolve your complaint at your branch or through the Contact Centre and aren’t satisfied with the outcome, you may also contact our Member Advocate by:

  • We'll let you know when we've received your complaint.
  • We'll make sure your complaint reaches the appropriate team and give you the name and contact details of the person who's handling it, so you can follow up if you want to.
  • We'll do everything we can to fix the problem, while keeping you up to date on the progress.
  • We'll work with you to find a solution and provide a final response, generally within five business days.

If we’re unable to provide a final response within five days, we will tell you:

  • the reason for the delay,
  • about your right to complain to the relevant external dispute resolution scheme, and
  • the contact details of the relevant external dispute resolution scheme.

If you’re not satisfied with the response provided, you have the option to lodge a dispute with the Australian Financial Complaints Authority (AFCA), an external dispute resolution body. AFCA provides a fair and independent complaint resolution service that is free to customers.

Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678
Postal address: GPO Box 3, Melbourne, VIC, 3001

If your complaint is related to your privacy, you may lodge a dispute to the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Postal address: GPO Box 5218, Sydney NSW 2001