We strive to offer our clients exceptional service.
We really appreciate it when our clients let us know when we have done a great job and also when they believe we can offer a better client experience next time.
We believe client feedback is an opportunity to improve what we do and how we do it. So if we have exceeded your expectations, or if you think we have room to grow, please let us know.
You can tell us by:
Emailing us at firstname.lastname@example.org
Calling our Client Service Centre on 1300 160 160
Speaking to your consultant
What happens next?
When the complaint is received by phone or in person, we will try to resolve your complaint immediately. Where this is not possible, we will let you know who will be handling your complaint, their contact details, and the expected resolution date.
If we receive complaints via mail, email, website or fax, we will acknowledge your complaint within 48 business hours. We may do this by phone, post or email and we will advise you of the name and contact details of the person handling your complaint.
We can usually resolve your complaint within 5 business days. If your complaint is particularly complex or we need to investigate with other areas of the bank and therefore more time is required, we will advise you of the expected resolution date and keep you updated on our progress.
Our philosophy for dealing with your complaints:
We aim to find a fair solution to your complaint using all relevant information and common sense. We will act fairly and reasonably towards you in a consistent and ethical manner. In doing so, we will consider your conduct, our conduct and the contract between us. This may mean that during the course of our investigation further information may be requested from you to assist with our consideration.
What if you remain unsatisfied:
If you remain unsatisfied with the outcome of our complaints resolution process, you can request an independent review by the BOQ Customer Advocate Office. The BOQ Customer Advocate Office will review your complaint impartially and make an assessment to whether the outcome and process was managed fairly and reasonably.
You can contact the BOQ Customer Advocate Office via the following details:
BOQ Customer Advocate
PO Box 898
Brisbane QLD 4001
If you do not agree with the terms of our decision or handling of your complaint or you are unsatisfied with the BOQS response:
You can contact Australian Financial Complaints Authority (AFCA) who will complete an independent review of our decision:
What information would be useful for investigation?
The product or service the feedback relates too
A summary of your feedback/complaint
What you would like to happen next and/or the outcome you are looking to achieve
Any detail of who you have spoken with (if anyone) to have this matter resolved
Preferred method and contact details (telephone, email, mail)
Some questions you might have
Is there a time limit on making complaints? For some types of complaints time limits do apply so the sooner you inform us of a problem, the easier it will be to resolve. This is especially important when complaints involve electronic banking.
Is there a cost involved in making a complaint? No. Our complaint resolution process is provided free of charge to you.
Will the information I provide be kept confidential? Yes. It is protected by the same confidentiality and privacy standards that protect all of your banking and personal information provided to and held by us.
Can someone else make a complaint on my behalf? Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf.
If you are experiencing financial difficulties
If you are concerned about your financial position and feel that you are struggling or may struggle to meet your financial commitments, we may be able to assist you.
BOQ Specialist’s dedicated team is there to assist clients who are experiencing difficulty in meeting their financial commitments, whether those commitments are in respect of a credit card, a personal/car loan or a home loan.
Find out more about our Financial Hardship policy here.