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Feedback
At P&N Bank, we’re committed to providing the best possible service and are always looking for ways to improve. Our customers help make us who we are, so we really want to know what you think. And when you tell us about your experiences, it helps us grow.
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. You can make a complaint by:
- completing our online form,
- speaking to us in a branch, or
- calling our Contact Centre on 13 25 77.
If you are deaf, or have a hearing or speech impairment, the National Relay Service (NRS) can help you speak with us. Just call 133 677 and ask for P&N Bank.
We’ll aim to resolve your issue when you first get in touch with us.
What if the complaint can't be resolved upon initial contact?
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:
Phone: Calling us on 13 25 77 and requesting to speak with our Member Advocate
In writing: Member Advocate Reply Paid 8609, Perth BC WA 6849
Email: [email protected]
What happens after making a complaint
| ✔ | 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.
What if I’m not happy with the resolution?
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.
Website: www.afca.org.au
Email: [email protected]
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).
Website: www.oaic.gov.au
Phone: 1300 363 992
Postal address: GPO Box 5218, Sydney NSW 2001
Customer Owned Banking Code of Practice
P&N Bank voluntarily subscribes to, and is committed to complying with, the Customer Owned Banking Code of Practice. As a member owned bank we place value on improving the financial wellbeing of our individual members and their communities. In adopting the code we agree to provide the higher standards and additional requirements set out in the code. Learn more about the code here.
If you feel that your issue has arisen due to a breach in the Customer Owned Banking Code of Practice and is not regarding compensation, please contact the Code Compliance Committee.