We value your opinion

At Rabobank we pride ourselves on providing high quality service to our clients. Despite our efforts, there may be times when we do not meet your expectations. If this happens, we need to know. Your feedback helps us understand your needs so that we can improve our service and do things better.

What you should do

If you would like to make a complaint or a suggestion, or offer a compliment, we have a number of different options you can use.

1. Contact our Client Services Unit

Our Client Services specialists will endeavour to resolve your issue promptly. Where they are unable to, the matter will be escalated until resolved. You can contact them by:

• Email: Send an email to sydney.client.services@rabobank.com including your name, address and details as well as your complaint and what action you have taken.
  
  For security reasons please DO NOT provide any confidential or account specific information via email. Communications via email that are not encrypted are not secure.
  
  
• Mail: Write a letter including your name, address and contact details as well as your concerns and what action you have taken and send it to:

  Client Services Manager
  Rabobank
  GPO Box 4577
  Sydney NSW 2001

• Fax: The above details to (+61) (02) 8115 1016.
  
  
• Phone: Call our Client Services Unit anytime between 8am and 6pm (Sydney Time), Monday to Friday on freecall 1800 025 484.

2. Call or visit your local branch

Speak directly to your Rural Manager or contact your local Rabobank branch. Often a discussion with a staff member who is familiar with your account history can provide a quick resolution.

If you are still not satisfied or if you are not comfortable raising your concerns with your Rural Manager, you can ask to speak to a State Manager.

Call your nearest Rabobank branch on 1300 30 30 33.

What happens next?

We aim to resolve more complex matters (which cannot be resolved promptly) within 21 days of becoming aware of the complaint. If we inform you of our need for more time, and unless there are exceptional circumstances, we aim to resolve a dispute within 45 days. If more than 45 days is required, we will inform you of the reasons for the delay, provide you with monthly updates and specify a date for completion

If we can’t reach a resolution together

If after 45 days, you feel that your complaint has not been handled or resolved to your complete satisfaction, you may refer to an external dispute resolution service provided by the Financial Ombudsman Service (FOS). Please note that although you are entitled to refer your complaint to the FOS at any time, the FOS does encourage you to approach us in the first instance.

Certain criteria apply regarding disputes that the FOS can consider. For more information, refer to (or request a Rabobank staff to provide you with) the “How to Resolve your Dispute” brochure from www.fos.org.au under the headings “Publications” then “Brochures” then “Banking & Finance”.
The FOS can be contacted by:

• Phone: 1300 780 808
  
  
• Fax: 03 9613 7345
  
  
• Post: GPO Box 3, Melbourne VIC 3001
  
  
• E-mail: info@fos.org.au