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Complaints handling

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Posted by cgm cgm
Message 1 of 8 1,143 Views

What process should Bankwest customers follow if they have a complaint about a service being offered, a product they have received or their dealings with a staff member?

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Re: Complaints handling

Posted by PeteW PeteW
Message 2 of 8 1,140 Views

It's generally best to address concerns directly with the colleague you originally dealt with and/or their manager as they'll have the best idea of your situation and have a vested interest in your relationship.

 

Alternativey, and as an escalation point, our customers can contact us through these channels which ensures our more senior colleagues/managers investigate the feedback/complaint and address them appropriately.

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Re: Complaints handling

Posted by cgm cgm
Message 3 of 8 1,123 Views

Thanks for explaining the complaints process @PeteW.

 

When would the Financial Ombudsman Service get involved?

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Re: Complaints handling

Posted by PeteW PeteW
Message 4 of 8 1,122 Views

When our customers submit a complaint/dispute to us, we take it very seriousy and will do whatever we can to help our customer and come to a satisfactory resolution. This is the first step in the process.

 

If our customer feels we haven't resolved their complaint/dispute, this is when they can lodge a dispute with the Financial Ombudsman Service (FOS). The details of this process are on the FOS website.

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Re: Complaints handling

Posted by Ian Ian
Message 5 of 8 690 Views

Who do I go to to make it clear to Management that they are about to lose a guaranteed long term investment of $200k plus because they choose not to refund me $600 I feel I am owed due to some bad information given. The bank is happy to say I am wrong and lose my custom. What kind of genius mathematicians does the Bank have and how do I get to talk to someone who can see they have more to lose than me?

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Re: Complaints handling

Posted by LyndsC LyndsC
Message 6 of 8 685 Views

Hi @Ian, I'm sorry you feel this way, I can certainly escalate your concerns for you. If you can please send me an email to forum@bankwest.com.au with your full name, contact number, and forum user name I will arrange for a specialist to call you and discuss this further. Thanks.

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Ian
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Re: Complaints handling

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Posted by Ian Ian
Message 7 of 8 646 Views

Hi LyndsC, I am a bit slow getting back to you because I thought my issue was taken up by Danae in your work area. However after a week it seems she only passed on my comments to the person in Customer Relations who caused all of the anxiety in the first place, Hansen xxxxxxx and he has chosen to ignore me. That is good though because I probably need to talk to someone at management level to point out the stupidity of the people I have already dealt with to this point. I hope your intervention is more successful than previous attempt. Thanks and Regards, Ian xxxxxx  xxxxxxxxxxx. Forum name Ian. Phone xxxx xxx xxx or xxxx xxx xxx.

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Re: Complaints handling

Posted by LyndsC LyndsC
Message 8 of 8 644 Views

Hi @Ian, thanks for sharing your concerns with us regarding this issue. When you initially contacted us via this post, I asked for you to send me the details via email and advised that we would escalate this for you, which Danae has done by forwarding the email to our Customer Relations Team to contact you. Our Customer Relations Team are our customer dispute specialists and the highest point of escalation we have for customers, the reason this was escalated is that our social media team (including Danae and myself) are unable to access or discuss any customers personal or account information via our social media channels.

I have spoken with the team today and been advised that since your email was forwarded on, Hansen has been in contact with you not only via the phone, but also via email in which he said you have replied to. I can assure you that Hansen is not ignoring you and your case is being taken very seriously.

 I understand that you have not received the resolution that you were hoping for, however this is not something we can assist with via the forum. I have contacted the Manager of our Customer Relations Team about this, and I can certainly arrange to have a different case manager contact you if you would prefer.

 

Please note I have removed your personal information from your post to protect the security of your accounts and Hansen's surname for his privacy.

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