1300 ISLAMIC (1300 475 264)

Compliments and complaints

Your feedback matters

We believe in keeping our customers happy and welcome your feedback, compliments, suggestions, or complaints as an opportunity to improve our services. If you are unhappy about something, we want to hear about it.

We’ll do our absolute best to ensure we resolve your query as quickly as we can.

Get in touch with us

If you have feedback, compliments, or a complaint, there are a few ways that you can let us know:

By Phone – 1300 ISLAMIC (1300 475 264) (9am to 5pm, weekdays except Public Holidays).

If you are overseas, please call +61 2 8239 7200

By email – help@islamicbank.au

You can also send us mail (but it’s faster to email us above). Our mailing address is:
Level 14, 32 Smith Street, Parramatta NSW 2150

Resolving complaints

We try to resolve complaints the first time you contact us. Sometimes this isn’t possible.

We will generally target resolving your complaint within 5 business days for more complicated matters, but it may take up to 30 days (or 21 days for financial hardship or debt collection issues). We will keep you informed of progress of your complaints and will explain the reasons if there are any delays in providing the response within these timeframes.

What if you’re not satisfied with our response?

Our company are members of the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair, and independent financial services complaint resolution for individuals who are unable to resolve their complaints directly with financial institutions.

AFCA will generally expect that you have spoken with us first, so please let us know if you wish to make a formal complaint and we will aim to address your complaint internally in the first instance.

Should you wish to contact AFCA, here are their contact details:

Name: Australian Financial Complaints Authority (AFCA).
Mail: GPO Box 3, Melbourne VIC 3001
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call) or (+61) 1800 931 678

We're not open for business yet. We're a "Restricted ADI" which allows us to build our systems and test our products before 5 July 2024. We then plan to obtain APRA approval to launch publicly.

Join our waiting list and we'll let you know the moment we're ready.

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ABOUT CONTACT CAREERS FAQ

LEGAL STUFF

WHAT'S A RESTRICTED ADI?

WEBSITE TERMS OF USE

COMPLIMENTS AND COMPLAINTS

FIGHTING MONEY LAUNDERING AND TERRORISM FINANCING

Important regulatory notice

We hold a restricted ADI authorisation granted by the Australian Prudential Regulation Authority (APRA). This authorisation allows us to offer banking services, but is subject to certain restrictions such as a cap on the amount of deposits that we can hold in total. The purpose of the “restricted” status is that we can test our systems and processes before launching as a fully unrestricted bank.

We do not currently meet the full prudential framework and/or requirements, and you should consider this before depositing funds with us. After the completion of our “restricted” phase, we plan to obtain APRA’s approval so that we can publicly launch.

Acknowledgement of Country

We acknowledge the Aboriginal and Torres Strait Islander peoples as the first Australians and Traditional Custodians of the lands where we live, work and bank. Our corporate head office is in Darug Country. We pay our respects to Elders past, present and emerging.

ABOUT CONTACT CAREERS FAQ

LEGAL STUFF

WHAT'S A RESTRICTED ADI?

WEBSITE TERMS OF USE

COMPLIMENTS AND COMPLAINTS

FIGHTING MONEY LAUNDERING AND TERRORISM FINANCING

Important regulatory notice

Acknowledgement of Country

Information on this website does not take your personal circumstances, needs or objectives into account. Please consider its appropriateness for you. We are not yet open for business. We are a Restricted ADI and do not yet meet the full prudential framework, and you should consider this before banking with us once we are open for business. Fees and charges may apply, as well as terms and conditions which you should review. Information on this website is subject to change. In order to open a credit product in future, you will need to meet our credit criteria and be approved. Please review the product disclosure documentation provided at the time of opening your account for detailed information.