What happens then?
If we are able to resolve the issue for you, we will do so immediately. If we can’t resolve your issue on the spot, or before close of business on the fifth business day, we will provide you with a written response – whether we offer you the resolution you requested or not.
If you are not satisfied with our response to your complaint, please contact the staff member who responded to your complaint to discuss the issue further.
Alternatively, or if you aren’t satisfied with The Mutual Bank staff member’s response, to enable us to better consider your complaint, we encourage you to direct your complaint in writing to:
Member Relations Manager
The Mutual Bank
PO Box 50
MAITLAND NSW 2320
The Member Relations Manager is responsible for resolving your complaint. If we need further information, we will write to you requesting it. Once all required information is received, we will investigate your complaint and advise you of the outcome, or that we need more time to complete our investigation. In the case of unauthorised transactions involving a PIN or access code, we will do this within 21 days. In the case of complaints related to privacy or credit reporting, we will do this within 30 days. In all but exceptional cases, we will take less than 45 days to complete our investigation. If we require longer, we will request an extension from you in writing.
If you are still not satisfied with our decision, please talk to us first. At any time however, you can seek an external review of our decision by the Australian Financial Complaints Authority (AFCA). If your complaint relates to privacy or credit reporting and you have already lodged the matter with AFCA, you may also be entitled to request a review of your matter by the Office of the Australian Information Commissioner (OAIC).
The services of AFCA and the OAIC are provided to you free of charge.
