Give a compliment

It’s great to know you had a positive experience and our team made something easier, quicker or special for you. Saying “thank you” goes a long way and can make someone’s day.

Tell us about your experience so we can make sure the person or team you’re complimenting hears about it, and gets the recognition they deserve.

Give a compliment

Staff compliment

Make a complaint

If you experience a problem, or you're dissatisfied in any way, it’s important we hear about it. We’ll take your complaint seriously and work with you to address your complaint quickly, in a fair and transparent way.

How it works

  1. Gather documents or records with names, times and dates to explain your complaint
  2. Tell us about your complaint and how you’d like it resolved
  3. We’ll acknowledge your complaint and give you a reference number
  4. We’ll do everything we can to fix the problem and make things right
  5. We’ll address what’s caused your issue so it doesn’t occur again for you or anyone else
  6. We’ll keep you informed of our progress and let you know once we have a resolution

How long will it take?

The fastest way to have the problem resolved is to visit your local branch or call our complaint team. Any of our staff can help you.

Most complaints can be resolved in days. If there is a delay or the issue is more complex we’ll keep in touch regularly.

Have you received a letter from our CEO, Matt Comyn, and would like to learn more?

Learn more

How to let us know

Visit your local branch

Find your nearest branch

Tell us online

Take me there

Write to us

CBA Group Customer Relations
Reply Paid 41
Sydney, NSW 2001

Things you should know

If you’re unhappy with the way we’ve handled your complaint, you can contact our Customer Advocate or lodge a dispute through an external dispute resolution scheme which provides fair and independent financial services complaint resolution that is free to consumers:

Australian Financial Complaints Authority (AFCA) – From 1 November 2018
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

Or

Financial Ombudsman Service (FOS) - Before 1 November 2018
Phone: 1800 367 287
Website: www.fos.org.au

Or

If your complaint is about a superannuation fund, annuity or retirement savings account, contact: 

Superannuation Complaints Tribunal (SCT) - Before 1 November 2018
Phone: 1300 884 114
Website: www.sct.gov.au