Bank of Queensland

The formal letter that starts their legal clock

A free formal dispute letter citing the exact law, with the response deadline tracked and escalation prepped automatically.

Put the complaint in writing (starts their legal clock)

A written formal complaint triggers response obligations a phone call never does.

ACL consumer guarantees: major failure = your choice of remedy

For a major failure, the Australian Consumer Law lets you choose the refund, not accept their "store credit".

AFCA escalation (free, binding on the bank)

The Australian Financial Complaints Authority can make decisions your bank has to follow.

Chargeback through your card issuer

Paid by card and did not get what you paid for? Your bank can reverse the charge.

Cooling-off rights on unsolicited sales

Door-to-door or cold-call sale? You likely have a 10-business-day escape hatch.

Ask for their complaints process and reference number

One sentence that moves you from the fob-off queue to the process with deadlines.

The hardship team is obliged to help

Can't pay? Banks, telcos, and energy retailers all have hardship obligations. The magic word is 'hardship'.

Executive complaints: skip the queue

A measured email to the CEO's office routes you to the team that can actually say yes.