Dispute Resolution & Complaints¶
At Apex Bank, we are committed to resolving your concerns promptly and fairly. If something has gone wrong with your account, a transaction, or any of our services, we want to hear about it. Our dispute resolution process is designed to be transparent, accessible, and aligned with the Australian regulatory framework.
How to Lodge a Complaint¶
You can raise a complaint through any of the following channels:
- Phone: Call our dedicated complaints line on 1300 APEX 00 (1300 273 900), available Monday to Friday, 8:00 AM — 6:00 PM AEST.
- In-branch: Speak with any branch manager or customer service representative at your nearest Apex Bank branch.
- Online: Submit a complaint through the secure messaging centre in the Apex Bank mobile app or internet banking portal under Help > Lodge a Complaint.
- Email: Send a detailed account of your concern to complaints@apexfinancial.company.
- Mail: Write to us at Apex Bank Complaints, GPO Box 4500, Sydney NSW 2001.
When lodging a complaint, please include your full name, account number, a description of the issue, the date it occurred, and any supporting documentation such as transaction receipts or correspondence.
Internal Review Process¶
Once we receive your complaint, the following steps apply:
- Acknowledgement: We will acknowledge receipt of your complaint within one business day, either by phone, email, or letter depending on how you contacted us.
- Investigation: A dedicated case officer will be assigned to review the matter. They will gather relevant information, liaise with internal teams, and may contact you for additional details.
- Resolution: We aim to resolve standard complaints within 21 calendar days. For more complex matters — such as those involving third parties, fraud investigations, or credit-related disputes — resolution may take up to 45 calendar days. We will keep you informed of progress throughout.
- Final Response: You will receive a written outcome detailing our findings, the resolution, and any remedial action taken. If your complaint is upheld, we will outline any compensation, reversal of fees, or corrective steps.
Timeframes at a Glance¶
| Complaint Type | Target Resolution |
|---|---|
| General banking complaints | 21 calendar days |
| Credit and lending disputes | 30 calendar days |
| Fraud and unauthorised transactions | 45 calendar days |
| Hardship applications | 21 calendar days |
If we are unable to resolve your complaint within the applicable timeframe, we will provide you with a written explanation and advise you of your right to escalate the matter externally.
Escalation to AFCA¶
If you are not satisfied with the outcome of our internal review, or if we have not resolved your complaint within the required timeframe, you have the right to escalate the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is a free, independent external dispute resolution scheme that covers banking, credit, insurance, and investment complaints. To lodge a complaint with AFCA:
- Online: www.afca.org.au
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
You will need to provide your Apex Bank complaint reference number and a copy of our final response letter when contacting AFCA. AFCA will assess whether your complaint falls within their jurisdiction and may facilitate a conciliation or make a binding determination.
Your Rights¶
Under Australian consumer law and the Banking Code of Practice, you have the right to:
- Lodge a complaint at no cost
- Receive a fair and timely response
- Access an independent external dispute resolution scheme
- Be kept informed of the progress of your complaint
- Have a representative or advocate act on your behalf
We take every complaint seriously and use feedback to continuously improve our products and services. If you need assistance lodging a complaint due to language barriers, disability, or financial hardship, please let us know and we will arrange appropriate support.