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Complaints and disputes

We are committed to efficient, and fair treatment of our customers, particularly if something goes wrong. We welcome your feedback, and want to know straight away if we haven't met your expectations, you suspect an error, you have concerns about your products or services or we 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 email us

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 page.

Or write to us

ING - Complaints Resolution
GPO Box 4094
Sydney NSW 2001

Seeking additional help

In the event that your complaint can't be resolved directly with ING, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Australian Financial Complaints Authority

Ph: 1800 931 678 (free call)



Australian Financial
Complaints Authority
GPO Box 3
Melbourne VIC 3001

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, ING has appointed a Customer Advocate to oversee and improve the complaints resolution process, making sure customers get a fair investigation and response.

Our Customer advocacy charter can be found at:

Contact our Customer Advocate


ING's Complaints Policy

You can find more information on our process and response timeframes in our ING's complaints policy.

ING's Complaints Policy in other languages:
Arabic - ING سياسة الشكاوى لدى شركة
Simplified Chinese - ING 投诉政策
Traditional Chinese - ING 投訴政策
Vietnamese - Chính sách Khiếu nại ING