ANZ complaint handling procedure
We value your feedback
At ANZ, we are committed to ensuring our products and services meet your needs.
If our product and/or service haven’t met your expectations, or if you have a suggestion on how we can improve, please let us know by contacting our Complaints Officer either by letter, telephone, fax, or email, to the details provided below.
The written or verbal complaint should outline the facts, your concerns, what you are looking for from ANZ to resolve your complaint and how we may contact you. We may, where necessary, ask you to provide us information as detailed as possible, so we can investigate the matter without delay.
Timeline for responding to your complaint
We endeavor to acknowledge receipt of your complaint within the next business day of receipt.
We will ensure that you receive, no later than thirty calendar days after the date on which the complaint is received either:
- a final response; or
- a holding response which explains why we are not yet in position to resolve your complaint and indicate when we expect to be able to provide a final response.
If a holding response is sent, we will ensure that, no later than sixty calendar days after the date on which the complaint is received, a final response is provided to you.
Our commitment to resolve complaints
All complaints will be treated in strict confidence, and we shall endeavor to resolve all complaints efficiently and with minimum inconvenience to you.
Any complaint received will be handled by the Complaint Officer or a designated person who was not originally involved in the matter giving rise to your complaint.
If you are not satisfied with our response, you may provide more information to us in writing by post or email or fax as outlined above, to enable us to review your complaint further.
Financial Dispute Resolution Centre
Please also note that, if you are not satisfied with our responses to your complaint and if you are eligible, you may refer your complaint to the Financial Dispute Resolution Centre. For details, please refer to their website at https://www.fdrc.org.hk/