How do I make a complaint to ING?
Making an ING complaint? Learn your rights on errors, unauthorised transactions and hardship, plus how to escalate free to AFCA if ING does not fix it in 30 days.
Regulator
Australian Financial Complaints Authority (AFCA)
Key legislation
Banking Code of Practice, ePayments Code, and (for credit) the National Consumer Credit Protection Act 2009
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to Australian Financial Complaints Authority (AFCA) is prepped and ready.
If you have a problem with ING, whether it is an incorrect charge, an unauthorised transaction, or repayments you can no longer manage, you have real rights. As a subscriber to the Banking Code of Practice, ING must consider a hardship variation when you ask, which can mean paused, reduced, or restructured repayments. Under the ePayments Code, if you did not contribute to an unauthorised transaction, you are generally not liable for that amount. ING must also correct any errors it has made on a transaction or on your credit file.
Put your complaint in writing so there is a clear record. State what happened, the account or transaction involved, and the outcome you want, for example a corrected error, a refund of an amount you did not authorise, or a hardship arrangement. Ask ING to investigate and respond. Where ING has made an error on a transaction or your credit file, it must correct it. If you are seeking hardship help, make the request clearly so it must be considered under the Banking Code of Practice. Keep copies of everything you send.
A formal complaint should be answered within 30 days. If ING does not respond in that time, or you are not satisfied with the outcome, you can escalate to the Australian Financial Complaints Authority, or AFCA. AFCA is the free, independent body for banking and credit disputes. It can direct a bank to fix an error, waive a fee, or reassess a hardship application. Escalating to AFCA costs you nothing. Our free tool can help you write the complaint and track the 30 day deadline.
Frequently asked questions
Can I get money back for a transaction I did not make?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. Raise it with ING in writing and explain that you did not authorise or contribute to it. If ING does not resolve it, you can take the dispute to AFCA for free.
What can I do if I am struggling with repayments?
As a subscriber to the Banking Code of Practice, ING must consider a hardship variation when you ask. This can include paused, reduced, or restructured repayments. Make the request clearly and in writing. If ING refuses or you disagree with the outcome, AFCA can reassess a hardship application at no cost to you.
ING has not replied to my complaint. What now?
A formal complaint should be answered within 30 days. If that time passes with no response, or you are unhappy with the reply, you can escalate to AFCA, the free and independent body for banking and credit disputes. AFCA can direct a bank to fix an error, waive a fee, or reassess a hardship application.
Can I get an error on my credit file fixed?
Yes. A bank must correct errors it has made on a transaction or on your credit file. Ask ING in writing to investigate and correct the specific error. If ING does not fix it, AFCA can direct the bank to correct the error. Escalating to AFCA is free.
Does escalating to AFCA cost anything?
No. AFCA is the free, independent body for banking and credit disputes. There is no charge to you for lodging a complaint. AFCA can direct a bank to fix an error, waive a fee, or reassess a hardship application. It is the path to use if ING does not resolve your complaint within 30 days.
What if ING just ignores my letter?
Silence is not a dead end, it is a deadline breach. ING is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to AFCA (the Australian Financial Complaints Authority) arrives pre-filled and ready to lodge. Escalating is free.
Related fights
The Armoury
Every weapon that works against ING
Dispute tactics ranked by verified outcomes from real fights, escalation paths, magic words, and the levers ING hopes you don't know about. Use one, report back, and the next person walks in better armed.
Open the ING armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.