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Complaints and disputes

Our customers have the right to efficient, honest, and fair treatment in their dealings with us, particularly if something goes wrong.

We welcome your feedback, and want to know straight away if we haven’t met your expectations or can improve our service to you in any way.

Make a complaint or provide feedback

Your first point of contact for raising complaints and feedback is our customer complaints team. They will attempt to address your concerns and resolve your dispute.

You can call us

We're here 24/7 on 133 464 or if you're overseas please see the toll free numbers on the Contact us page.

You can email us

customer.complaints@ing.com.au

Or write to us

ING - Complaints Resolution
GPO Box 4094
Sydney NSW 2001

Details of your complaint

In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide as much of the following information as you can:

  1. 1. Account information - your account name and number
  2. 2. Contact details - your phone number or other preferred method of contact. If you wish to be called only during certain hours, please let us know.
  3. 3. Complaint information - what your complaint is about and when it happened.
  4. 4. Resolution - how you would like your complaint to be resolved.

Once we receive this information, we will be able to investigate your complaint and work towards a fair resolution.

Seeking additional help

In the event that you're not satisfied with the resolution of your complaint, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaints resolution that is free to consumers.

Banking and Superannuation Services

Australian Financial Complaints Authority

Ph: 1800 931 678 (free call)

Online: www.afca.org.au

Email: info@afca.org.au

Post:
Australian Financial
Complaints Authority
GPO Box 3
Melbourne VIC 3001



Fair's fair
Customer advocacy at ING

At ING, we want your experience with us to be positive – and that means addressing any issues you may have quickly and effectively. With this in mind, our customer advocates oversee and improve the complaints resolution process, making sure customers get a fair resolution.

How it works

If you make a complaint and don't feel the process was fair, you can escalate your concerns to our customer advocates, who will review the outcome and make a determination. Along the way, we may get in touch to ask for some extra information about your case.


You also have the option to go directly to the Australian Financial Complaints Authority (AFCA) or Superannuation Complaints Tribunal – but keep in mind that any determination made by them will be final.


Customer advocacy at ING

Contact our Customer Advocate

Email: customer.advocate@ing.com.au