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Complaints Policy

Last updated 12 October, 2022

Do you want to make a complaint about our service? If so, we are sorry to hear that, but let’s get this sorted for you.

Our commitment to you

We will listen to you | We want to understand why you are unsatisfied with our service.

We will be proactive | We will work to investigate and resolve your complaint, quickly and effectively.

We will be sensitive | We will handle any issues you want us to consider when dealing with your complaint sensitively.

We will be transparent | We will give you clear and regular updates on the progress of your complaint and explain the outcome.

We will never charge a fee to resolve a complaint | We will protect the integrity of this process and make sure you aren’t disadvantaged by never charging a fee to raise an issue with us.

How to make a complaint

If you aren’t satisfied with your experience, we want to know.

You can do this by contacting us via email or phone:

Tell us a bit about you and why you are unsatisfied

  • Your name
  • Your contact details
  • Why you are unsatisfied with our service
  • What you would like us to do about it

If you choose to engage a representative to manage the complaint for you, we will need to ensure that there is an authority to act in place. When making the complaint you can let us know about this and we will facilitate this process.

What we will do about it

We will acknowledge your complaint, via your chosen method of communication, within one business day and we will aim to resolve your complaint as quickly as possible.

If we can resolve the matter for you within five business days, we will close the complaint, learn from your issue, and continue to provide you with the best service that we can. If you would like confirmation of the outcome in writing, let us know.

If we can’t resolve the matter within five business days we will commence our formal Internal Dispute Resolution (IDR) process as follows:

We will work hard to resolve your complaint within 30 calendar days from the date we were told about it. If the complaint relates to an account with a credit default notice or hardship notice, we will attempt to resolve your complaint within 21 calendar days from the date we were told about it.

If we are unable to resolve your complaint within the timeframes outlined, we will let you know in writing, explaining the reason for the delay.

Once our investigations and attempts to determine an outcome has been completed, we will let you know the outcome in writing, explaining the following:

  • What the outcome of our investigations are.
  • How we have resolved/attempted to resolve your complaint.
  • How we came to our decision.

What happens if you are still unsatisfied or are displeased with our handling of the complaints process

If you are not satisfied with the outcome of your complaint or how we have managed your complaint you can lodge a dispute with the Australian Financial Complaints Authority (AFCA).

AFCA provides a free and independent dispute resolution service for situations where we have been unable to satisfactorily resolve your complaint.

You can contact AFCA via: