There may be times when we do not meet your expectations. If this happens, we need to know as your feedback will help us better understand your needs and so that we can improve our services and do things better.
Complaints and/or any issues can be raised by contacting our Client Services Unit on 1800 025 484. This can also be raised directly with your Rural Manager or by contacting your local Rabobank branch on 1300 30 30 33. For any reason, if you are not comfortable raising your concern with your Rural Manager, you can ask to speak to a Regional Manager.
Often a discussion with a staff member who is familiar with your account history can provide a quick resolution. If we can’t resolve your complaint immediately, we aim to keep you informed on the progress of your complaint.
For Corporate Banking clients, you can raise any issue and/or complaint directly with your Relationship Manager or by emailing us at fm.oc.Wholesale.Complaints@rabobank.com
If we cannot reach a resolution together after 45 days or if you feel the complaint has not been resolved to your complete satisfaction, you also have the ability to refer your complaint internally to the Customer Advocate or to the Australian Financial Complaints Authority (AFCA).
To contact AFCA please refer to www.afca.org.au, phone 1800 931 678, email at info@afca.org.au or mail Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne, VIC 3001.
