The Role of the Customer Advocate
Rabobank is committed to ensuring fair outcomes and continuous improvements to the customer experience.
The Customer Advocate is here to be your voice at Rabobank and make sure you’re heard, understood and treated fairly. In addition the Customer Advocate will listen to Rabobank’s customers and provide a customer-centric voice when making recommendations to improve customer experience.
The Customer Advocate will focus on:
- identifying opportunities to improve Rabobank’s products, services, systems and processes;
- helping Rabobank make better decisions through the use of data, insights and providing different perspectives; and minimising the risk of future problems by reviewing key customer themes.
- Ensure the bank’s policies reflect real community needs.
- Spend time with community organisations to understand issues like financial abuse, disaster impacts, disability needs, cost-of-living pressures, and vulnerability drivers.
- Meet regularly with community groups and industry forums to stay informed and up to date on the latest industry trends.
- Coordinate with the executive team, including the CEO, to ensure timely action when the bank is not meeting its commitments to the customer.
Rabobank has appointed Leanne Youssef as the Customer Advocate.
Change to Customer Advocate Role
Effective 5 February 2026, the Customer Advocate will no longer serve as an escalation point for individual customer complaints. This update reflects our ongoing commitment to ensuring customer concerns are directed to the teams best equipped to review and resolve them promptly.
We encourage customers to use our standard complaints channels for any individual matters requiring assistance.
For further information on how to raise a complaint with Rabobank, please visit the Compliments and Complaints page.