Dispute Resolution Policy

At Coastline Bank, we value our relationship with you. If you’re unhappy with a product or service, we’re here to help. Our internal dispute resolution process is simple, accessible, and free of charge.

1. Let’s talk about it

The easiest way to resolve a concern is to talk to us. Our team is trained to handle all types of issues efficiently and courteously, so don’t hesitate to reach out - we want to make things right.

2. How to make a complaint

Start by speaking to one of our friendly staff members, who will aim to resolve the issue immediately. If needed, your complaint may be escalated to a supervisor, who will work to resolve the matter by the next business day.

Other ways to contact us:
🌐 www.coastline.com.au/contact-us
📞 1300 361 066
📧 feedback@coastline.com.au

When submitting a complaint, please include your full name, contact details, a short description of the issue, and your desired resolution.

3. What happens next?

We aim to acknowledge your complaint within one business day. Throughout the process, we’ll keep you updated on progress and may reach out for further information. Once our investigation is complete, we’ll notify you of the outcome.

4. How will you be notified?

You’ll receive a phone call or written communication outlining:

• The reason for our decision
• The evidence used to reach the decision
• The consequences of the decision
• Any further action you can take
  

5. How long will it take?

We aim to resolve complaints as quickly as possible - often within one business day. However, more complex cases may take up to 21 days, and in rare cases (e.g., overseas transactions), up to 30 days. If a delay occurs, we’ll inform you in writing.

6. What if you’re not satisfied?

If we don’t resolve your complaint within 30 days or you’re unhappy with the outcome, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA):

🌐 www.afca.org.au
📧 info@afca.org.au
📬 GPO Box 3, Melbourne VIC 3001
📞 1800 931 678

We’re committed to resolving your concerns quickly and fairly - because your satisfaction matters to us.