BSB 806 015

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BSB 806 015

Complaints & Compliments

“By putting our members first we are the most trusted and highly recommended provider of financial services”

At P&N Bank we put our members at the centre of everything we do and are constantly looking at ways to improve our service. We’d love to hear your feedback if you’ve had a positive experience with us. Your compliments encourage us to keep striving to serve you better. We also know that sometimes we get things wrong and when this happens we’re determined to make sure it doesn’t happen again. So if this does happen we would appreciate any suggestions you have on how we can improve. So if you have a compliment, suggestion or a complaint, we’d like to hear from you.

Personal Information

When you contact us we may record your telephone conversation and make notes about your contact. Any information we record is subject to our Privacy Policy.

Contact Details

Phone: 13 25 77

In writing: Member Advocate PO Box 8609 Perth BC WA 6849 or email

In person: Visit your local branch

Compliments

If you would like to compliment a specific staff member, team or branch, we can make sure your feedback is passed on, so they can be recognised for their superior service.

If you would like to compliment a product or service we can pass your feedback on to the appropriate department to help them focus on what works well for our customers.

Send us a compliment

Complaints

When you make a complaint to us, we will:

  • acknowledge your complaint and make sure we understand the issues,
  • do everything we can to fix the problem,
  • keep you informed of our progress,
  • keep a record of your complaint,
  • give you our name, and contact details so that you can follow up if you want to, and
  • provide a final response within 5 business days.

If we are unable to provide a final response to your complaint within 5 days, we will:

  • inform you of the reasons for the delay,
  • advise of your right to complain to the relevant external dispute resolution scheme, and
  • provide you with details of the relevant external dispute resolution scheme.

We recommend that you:

  • gather any documents and other supporting information,
  • keep detailed records of letters, names, times and dates relating to your complaint, and
  • let us know how you would like the complaint to be resolved.

To make a complaint, please follow the steps below:

Step 1 - Contact us: Where possible, we encourage you to visit your branch or contact one of our Member Services Consultants on 13 25 77. We will aim to resolve your issue at your first point of contact with us.

Send us a complaint

Step 2 - Member Advocate: Sometimes, a complaint is complex or requires a more detailed investigation than your local branch or a Member Services Consultant is able to provide. If this is the case, your complaint may be referred to our Member Advocate for specialist assistance.

If you have tried to resolve your complaint at your branch or through the general enquiries team and are not satisfied with the outcome, you may also contact our Member Advocate directly by:

  • Phone: 13 25 77
  • Mail: Member Advocate Reply Paid 8609, Perth BC WA 6849
  • Fax: (08) 9219 7474

Step 3 - External review: After our internal dispute resolution process is completed. If you are not satisfied with our final response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA):
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

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 does not regard compensation, please contact the Code Compliance Committee.

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