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Contact

Call

1300 004 863

Mon-Fri: 8am-5:45pm
Sat: 9.30am-12pm
(branch hours vary)

Hume Connect (phone banking)

1300 551 619

Fax

F (02) 6051 3255

Email

E [email protected]

Contact Us

Rates

Need a home loan?

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Fixed Home Loans

Rates From:
1.84%^pa

Comparison rate*
2.07%pa

^Terms, conditions and lending criteria apply *Click for important information about comparison rate.

View All

Variable Home Loans

Rates From^
2.09%^*pa

^Terms, conditions and lending criteria apply *Click for important information about comparison rate.

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Personal Loans

Rates From
6.95%pa

Comparison rate*
7.16%pa

*Click for important information about comparison rate.

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Personal Credit Cards

Rates From*
11.95%pa

*Interest rate on purchases

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Personal Savings

Base Rate
0.25% p.a.

Bonus Rate Conditions apply.

Learn More

Feedback and Complaints

At Hume Bank, we’re all about being customer owned. That’s why we welcome any feedback you may have on how we can improve our products, process or service to our customers.  We are committed to resolving any concern you raise, with fairness, respect and as quickly as possible.

Because when you’re happy, we are too.

<p>Your feedback helps us continue to improve. Use the form above to share your feedback with us.&nbsp;</p>

Your feedback helps us continue to improve. Use the form above to share your feedback with us. 

<p>Submit your complaint using the form above and you can expect to hear from us&nbsp;soon&nbsp;to sort things out.&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

Submit your complaint using the form above and you can expect to hear from us soon to sort things out. 

 

 

<p>Looking for some more information? Our helpful Complaint Guide outlines our complaint process.&nbsp;</p>

<p>&nbsp;</p>

Looking for some more information? Our helpful Complaint Guide outlines our complaint process. 

 

Want to provide your feedback or complaint in another way?

Want to provide your feedback or complaint in another way?

Visit your local branch
In most cases, we can resolve your complaint on the spot. If we can’t, your complaint will be documented and escalated.

Call us
Call 1300 004 863 to chat with one of our team who can have your concern sorted out as soon as possible.

In writing
Send to: Hume Bank Limited, Internal Dispute Resolution Officer, 492 Olive St, Albury NSW 2640 

Things you should know

What to provide

To get started, we need to gather from you the nature of your concern, understand how we fell short of your expectations, and
how you would like us to resolve your complaint.

Depending on the type of the complaint, we may ask you to provide some additional information or documentation to help us
understand your concern – but we’ll let you know if this is the case.

 

It’s free

We do not charge customers a fee to raise a complaint with Hume Bank or for dealing with a complaint.

 

If you need special assistance

If you are hearing impaired, we can use the National Relay Service to relay your conversation with a member of our team.

If English is not your first language and you do not feel comfortable using English to chat with us, you can call
131 450 to arrange to speak to a translator who can be provided by the Department of Immigration and Multicultural and
Indigenous Affairs. There is a fee for this government service. Refer to the Translating and Interpreting Service (TIS) website:
https://www.tisnational.gov.au/

 

Can someone manage a complaint on my behalf?

Absolutely. So long as you provide us your written authority to deal with that third party.

What to expect

When we receive a complaint

We take each complaint seriously, and will work with you to find an outcome that is fair and which meets our obligations
under the law.

If we cannot resolve your concern on the spot (or we receive your complaint through our website or by letter), the complaint is
escalated to our Internal Dispute Resolution Officer for review and investigation. You will receive an acknowledgment from us when this occurs. 

You can expect a call soon after to discuss your concern in more detail, and agree on the best way to resolve the complaint.

 

How we assess a complaint

We focus on fairness and common sense. We will always review the information available to us, to determine what went wrong and to make a decision that considers:

  • the impact on you as our customer;
  • the law, good banking practice, and any applicable industry codes, guidelines or standards; and
  • commercially sensible outcomes.

 

We promise to stay in touch

We aim to resolve your complaint as quickly as possible, and will ensure we stay in contact during all stages of the complaint.
We may do this by contacting you by phone, or providing a written update.

For complex concerns, we may need some extra time.

If we have not been able to resolve your complaint within 21 days, we will write to you and advise of the reason for delay, and
provide the contact details to escalate your concern to an external dispute resolution scheme (if you choose).

On the rare occasion that the complaint can’t be resolved by 45 days, we will write to you again.

For any complaint that is resolved after 5 days (or if you request it), we will provide to you in writing the outcome and
resolution of the complaint for your records. We will always provide a written response if your complaint relates to hardship.

If you're not satisfied

If you are not satisfied with the outcome of your complaint, or it remains unresolved you have the option to escalate your
concern to the following external bodies:

For concerns relating to your privacy: Office of the Australian Information Commissioner 

 

P   1300 363 992 (free call within Australia)

F    (02) 9284 9666 (normal call rates apply)

W   www.oaic.gov.au

E    [email protected]

M   Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001

 

For all other concerns:  Australian Financial Complaints Authority

 

Hume Bank Limited is a member of the Australian Financial Complaints Authority. The Australian Financial Complaints Authority is a free service. It will only be able to deal with your complaint if it remains unresolved after you have received a response to your complaint from us.

P   1800 931 678 (free call within Australia)

W   www.afca.org.au

E    [email protected]

M   Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

If you are not satisfied with the outcome of your complaint, or it remains unresolved you have the option to escalate your
concern to the following external bodies: