Compliments & Complaints | Rabobank AU
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Compliments and Complaints

Your feedback matters

At Rabobank we strive to deliver superior service to our customers and we welcome your feedback and complaints.

Whether you had an exceptional experience or we didn’t meet your needs, please share your feedback, compliments or complaints so we can better serve you.

There may be times when we do not meet your expectations. If this happens, we need to know as your feedback will help us understand your needs which will help us to improve our services to you.

If you find yourself experiencing financial difficulties or financial hardship, please let us know by completing a Request for Financial Assistance Form or Statement of Financial Position or let us know in this online form, so we can assist you. For more information about options available to you, please go to our Financial Hardship page.

How you can make a complaint

You can make a complaint through a number of channels (for example by phoning us, sending an email, visiting a branch or completing the online form).

Should you require additional assistance to make your complaint you can contact us (free of charge) through National Relay Services (NRS) by phone or internet or we could arrange for translator or interpreter services through National Accreditation Authority for Translators and Interpreters (NAATI).

For more information on how to make a complaint please download our Complaints Policy.

Our complaints management process and how long we will take to respond to your complaint

Rabobank will aim to acknowledge receipt of your complaint within 24 hours (or one business day) of receipt of your complaint.

We will investigate and respond to your complaint within 30 calendar days (for standard complaints). For cases that relate to the National Credit Code (complaints regarding Default Notices; complaints regarding Hardship Notices or requests to Postpone Enforcement Proceedings) (“NCC complaints’) we will investigate and respond to your complaints in 21 calendar days.

If we are unable to resolve your complaint within 30 calendar days (for standard complaints) or 21 days (for NCC complaints), we will tell you:

  • the reasons for the delay;
  • your right to complain to Australian Financial Complaints Authority (AFCA) and Office of the Australian Information Commissioner (OAIC); and
  • contact details of AFCA and OAIC.

In exceptional circumstances, more time may be needed to resolve your complaint. If that’s the case, we will inform you of the reasons for the delays, provide you with monthly updates and specify a date by which we will provide you with a resolution.

For more information on our complaints management process please download our Complaints Policy.

Fill out our online form below and we will respond as soon as possible.

For security and privacy please don't include information like your bank account numbers or passwords.

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The personal information we collect from you on this form will be used to respond to your query or feedback and to improve our services. Our privacy policy contains information about how we handle your personal information.

If you are still not happy with the resolution of your complaint

If you are not satisfied with the resolution of your complaint or your complaint is not resolved within 30 calendar days (for standard complaints) or 21 calendar days (for NCC complaints), you have the following options to contact:

AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial services firms where that complaint falls within AFCA's terms of reference. Decisions made by AFCA are binding on us. However, time limits may apply to complaints to AFCA so you should act promptly or consult the AFCA website to find out if or when the time limit relevant to your circumstances expires. For more information, please refer to AFCA’s brochure ‘How to Resolve your Dispute’ from AFCA website or request a copy of this brochure from one of our staff members.

The role of the customer advocate

If you are unhappy with how your complaint was resolved, you may contact our Customer Advocate directly by sending an email to: or visiting the Customer Advocate page to find out more about the role of the Customer Advocate.