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Compliments and Complaints

Information on providing feedback including our complaints handling process.

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We value your feedback

As a member owned financial institution, The Mutual Bank is committed to delivering the highest standard of care, service, and support to our members. We welcome all feedback, whether it’s a compliment, suggestion, or complaint. Your feedback is highly valuable to us. It helps us to continuously improve our products and services.

Talk to us about your compliment

To share your positive experience, or to suggest a new idea for consideration, we encourage you to let us know so that we can share it with the applicable staff member or team at The Mutual Bank. You can provide your feedback by phone, email, in person at a local branch, on social media, or via our website contact form.

Talk to us about your complaint

If you have a complaint, we encourage you to contact us as soon as practicable so that we can resolve the issue immediately or refer you to a member of our Complaints Handling Team. There are many ways that you can register your complaint with The Mutual Bank as provided below.

We take all complaints seriously and have a robust complaint management and dispute resolution process in place to address complaints. If our Member Services Team are unable to resolve your complaint on the spot, the matter will be referred to a member of our Complaints Handling Team for further investigation. More information about our complaints handling process is detailed below.

Our complaint handling principles

  1. Making a complaint is free of charge and is an easy process for our members and others
  2. We take the time to listen to the complaint being made in order to understand the issue or concern about us.
  3. We act honestly, consistently, and fairly in the handling of all complaints about us.
  4. We consider the complainant’s individual circumstances, such as if they are experiencing vulnerability, and provide or recommend appropriate support.
  5. We empower all staff to act with authority and integrity in resolving complaints as quickly as possible.
  6. We investigate complaints thoroughly and without unnecessary delay.
  7. We keep the complainant (or their representative) updated on the progress of their complaint by using plain English and considering any other forms of accessible communication they may need.
  8. We provide acceptable resolutions to complaints in order to avoid, where possible, the need for using alternate external dispute resolution or legal proceedings.
  9. We provide quick and easy access to The Mutual Bank’s Member Advocate for the complainant, so that they can further review their complaint if required in an attempt to resolve it to their satisfaction.
  10. We co-operate with Australian Financial Complaints Authority to resolve any complaint, if applicable.
  11. We endeavour to learn from complaints and issues to prevent any further impacts on our members or others.

Our complaint handling process

In person

By speaking to someone at a branch of The Mutual Bank.

In writing

Write us a letter addressed to

The Mutual Bank’s Member Advocate,
The Mutual Bank, Head Office PO Box 2487 GREEN HILLS NSW 2323

Call us

Phone our Member Services Team on 1300 688 825

Private message on social media

Contact us by sending a private direct message on our Facebook, Instagram, or Twitter account

On our website

Submit a Compliments and Complaint Feedback Form

Secure Mail

You may send a Secure Mail via The Mutual Bank’s Internet Banking service.

Send an email

Email the details of your complaint to complaints@themutual.com.au

Fill out a feedback form

Feedback and member complaint forms are available from any one of our branches.

We empower our staff to resolve complaints at the first point of contact. If we are able to resolve the issue to your satisfaction, we will do so immediately.

If a complaint is not resolved immediately, our aim is to resolve complaints by the end of the fifth business day after receiving the complaint.

If we cannot resolve the issue to the satisfaction of the person making the complaint, by the end of the fifth business day after receiving the complaint, the complaint will be referred to our Complaints Handling Team, who will be responsible for investigating and resolving the complaint.

A member of our Complaints Handling Team will be in contact with the person making the complaint to let them know the name and contact details of the staff member handling the complaint.

Depending on the nature of the complaint, the Complaints Handling Team will contact the person making the complaint between 5 and 30 calendar days after the complaint is lodged and inform them of the outcome of the complaint in writing. Further details on outcomes are provided in the Complaints Policy on page 3.

If there is no reasonable opportunity for us to prepare a written response to you within 30 days (or 21 days for credit related complaints), either because the complaint is very complex or circumstances beyond our control are causing delays, we will advise the person making the complaint of the delay before the 30 (or 21) calendar days have expired.

We will tell them:

  • The reasons for the delay;
  • Their right to contact The Mutual Bank’s Member Advocate, with the Member Advocate contact details being provided; and
  • Their right to complain to the Australian Financial Complaints Authority (AFCA), with AFCA’s contact details provided.

If you are unhappy with the outcome of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA’s contact details are:
Website: www.afca.org.au

Telephone: 1800 931 678 (free call)
Email: info@afca.org.au

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

We want to do everything we can to resolve any problem you have, so it is important that you tell us first about your complaint or feedback with The Mutual Bank before approaching AFCA. If you contact AFCA first, they will ask that you speak to The Mutual Bank before commencing their investigation.

Accessibility and Communications Services

National Relay Service

If you are deaf or have a hearing or speech impairment, the National Relay Service (NRS) can help you to talk to us over the phone. Contact the NRS on a number below and ask for 1300 688 825:

  • TTY – call 133 677 and ask for
  • Speak & listen – call 1300 555 727
  • SMS relay – text 0423 677 767

National Translating and Interpreting Service

If English isn’t your first language, you can speak to us using an interpreter by calling the National Translating and Interpreting Service on 131 450 and asking for 1300 688 825.

Visit Accessibility and communication services for more information and additional service options.

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Any advice or information on this site does not take into account your personal objectives, financial situation, or needs and you should consider whether it is appropriate for you. Please review our Product Disclosure Statement, Target Market Determinations, Terms and Conditions, Financial Services Guide, and Credit Guide before deciding to acquire a product.

Eligibility and lending criteria, conditions, fees, and charges apply to all loans. Interest rates, fees, and charges may change without notice. Information is current as at date of appearance and is subject to change. We use reasonable efforts to provide accurate and up to date information. However, mistakes may still occur from time to time and we cannot guarantee that this website is free from any errors, inaccuracies or omissions. Maitland Mutual Limited trading as The Mutual Bank ABN 94 087 651 983 AFSL/Australian credit licence 238139.

The Mutual Bank acknowledges the Traditional Custodians of Country across Australia and recognises their continuing connection to lands, waters and communities. We pay our respects to Aboriginal and Torres Strait Islander cultures and to Elders past and present.