What we'll need to know
So that we can fully understand your complaint we will need you to let us know some or all of the following information:
- Your name and contact details,
- Your account details and/or card details,
- Sufficient details of the complaint to allow us to properly assess it,
- Any names or dates you have noted if you have already spoken to someone about this problem, and
- How you feel the complaint could be resolved.
How to contact us
Talk to us
- Visit your nearest branch and talk to our team
- Call our 24/7 Customer Hub on 13 11 82 or 1800 961 687 (free call) during business hours.
- Email us at complaints@peopleschoice.com.au, or
- Write to us at GPO Box 1942, Adelaide SA 5001.
Online Complaint Form
To submit complaints online, use the form below.
Enter your details and the nature of your enquiry, and a staff member will be in touch. To best assist you, please ensure you include:
- Your name and contact details,
- Your member number, if applicable,
- Sufficient details of your complaint to allow us to properly assess it,
- Any names or dates you have noted if you have already spoken to someone about this problem, and
- How you feel the complaint could be resolved.
Australian Financial Complaints Authority
If you are not satisfied with your outcome, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution. To contact AFCA, please use the details below:
Australian Financial Complaints Authority (AFCA)
- GPO Box 3, Melbourne Vic 3001
- Telephone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Website: www.afca.org.au
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
What happens when you make a complaint?
- We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away.
- If we can’t resolve your complaint within 5 business days, we’ll provide you with a written response informing you of the final outcome.
- We aim to resolve all complaints within 21 days, especially if it involves financial hardship, a default notice or notice to postpone enforcement proceedings. However, in some cases it may take up to 30 days.
- Your complaint may take a little longer to assess if we need more information or if your complaint is complex.
- In all cases, we’ll keep you updated on the progress.
- We may refer your complaint to our Complaints Resolution Team who will work with you to provide an outcome.
- If this happens, we’ll let you know and give you the direct contact details for the team member who will be managing your complaint.
Compliments
We'd love to hear about your positive experiences with People First Bank. If one of our team members has made your day, let us know about it here.
Connect with us
Connect with us on social media:
Online Compliment Form
To submit compliments online, use the form below.
Enter your details and the nature of your compliment or feedback, and a staff member will be in touch.
Call or visit us
You can also call us on 13 11 82 or locate a branch to provide your compliment or feedback in person.
