We want to hear from you

We're committed to ensuring we meet your expectations and value any feedback you have about our performance. 
All member complaints are taken seriously and we aim to resolve your issue effectively and efficiently.  

Steps to resolve complaints and disputes

In most situations your complaint can be resolved by making us aware of it. 

Talk with our friendly team over the counter, by telephone or register your complaint by email or in writing. 

  • Talk to our team: 1300 362 216
  • Email us: info@movebank.com.au 
  • Write to us: MOVE Bank, GPO Box 648, Brisbane QLD 4001

If your complaint can not be resolved in the first instance it will be escalated to a Team Leader or Manager.

If you feel as though we have not been able to resolve your complaint, you can ask for the matter to be referred to our Dispute Resolution Officer. 

  • Talk to our team: 1300 362 216 and ask to be referred to the Dispute Resolution Officer
  • Email us: disputes@movebank.com.au 
  • Write to us: MOVE Bank, Dispute Resolution Officer, GPO Box 648, Brisbane QLD 4001

If you are not satisfied with our final response you may lodge a complaint, free of charge, with the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme and can be contacted:

  • Online: afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA so you should act promptly or consult the AFCA websites to find out if or when the time limit relevant to your circumstances expires.