Complaints

Rabobank will aim to acknowledge receipt of your complaint within 5 business days. In some cases, our Client Services specialists will need additional time to review a complaint and find a solution, but you’ll be regularly updated on the progress we are making. You can also download our complaints brochure for more information.

How long will it take to receive a resolution?

For matters that can’t be resolved immediately, we aim to provide you with a resolution within 21 days of the day you raise the matter with us or we’ll inform you that we need more time.

In some exceptional cases we may take up to 45 days to provide you with a resolution. In these circumstances, we will inform you of the reasons for the delay, provide you with monthly updates and specify a date by which we will provide you with a resolution.

What you can do if you are still not happy?

If you are not satisfied with the resolution offered by Rabobank, you have the following options:

• Have your complaint either reviewed by the Rabobank Customer Advocate; or

• Access our external dispute resolution service, the Australian Financial Complaints Authority (AFCA).

The Rabobank Customer Advocate

The Rabobank Customer Advocate can be contacted by website or email:

• www.rabobank.com.au/contact-us
• customer.advocate@rabobank.com

The Rabobank Customer Advocate reports directly to the Chief Executive Officer. One of the roles of the Customer Advocate is to provide an independent avenue of review in relation to the outcome of your complaint. The Customer Advocate operates independently from our day-to-day operations to review complaints, improve our resolution process, and to provide you with a fair outcome.

If you choose to refer your complaint to the Rabobank Customer Advocate, this will not affect your right to subsequently refer your complaint to AFCA. However, time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

The Australian Financial Complaints Authority (AFCA)

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 can be binding on the bank.

You can contact AFCA by website or phone:

• www.afca.org.au
• 1800 931 678

For more information, please refer to the AFCA’s brochure ‘How to Resolve your Dispute’ from the AFCA website or request a copy of the brochure from a Rabobank staff member.