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Feedback and complaints

 

 

 

 

 

 

This website

This website is operated by the Macquarie Group (being Macquarie Group Limited and its related bodies corporate) (“we”, “us” or “our”).

We are committed to providing our clients with the highest standard of products and services available. If you're unhappy with our products or our service, we would like you to tell us about it.

Please contact our complaints team by phone, in writing or in person:

Online

Please refer to the submission form located on our Feedback and Complaints page.

By phone

You can contact us by calling 1800 899 485 or ask to speak to the Complaints Officer.

In writing

You can write to us at:

The Complaints Officer
Macquarie Group Limited
GPO Box 4294
Sydney NSW 1164

Email: complaints@macquarie.com

In person

You can raise your complaint with us in person through our staff in one of our branches.

Options for review

If you have raised your concerns with our complaints team, and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Australian Financial Complaints Authority.

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA). AFCA provides independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

To contact AFCA:

By phone

You can contact AFCA on 1800 931 678 (free call)

In writing

You can write to AFCA at:

Email: info@afca.org.au

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Customer Advocate

The Macquarie Customer Advocate’s role is to:

  • listen to our customers and provide a customer-centric voice when making recommendations to improve customer experience
  • minimise the risk of future problems by reviewing key customer themes
  • work with Macquarie complaint teams to promote fair and reasonable customer outcomes

The Customer Advocate is separate to Macquarie’s operating, risk and support groups including its internal dispute resolution teams.

To contact the Customer Advocate:

Email: customeradvocate@macquarie.com
Customer Advocate
Macquarie Bank Limited
GPO Box 4294
Sydney NSW 1164

This information has been prepared by, and DEFT is issued by, Macquarie Bank Limited ABN 46 008 583 542 AFSL and Australian Credit Licence 237502 (MBL).  The information and advice on this site doesn’t take your personal situation into account, so please carefully consider your own objectives, financial status and needs before taking any action. We recommend you read the DEFT Payer Product Disclosure Statement before making any decision about DEFT. 

Except for MBL, any Macquarie entity we refer to on this page is not an authorised deposit-taking institution for the purposes of the Banking Act 1959 (Cth) and its obligations don’t represent deposits or other liabilities of MBL. MBL doesn’t guarantee or provide assurance in respect of the obligations of that entity, unless we’ve noted otherwise.

© Macquarie Group Limited