Police Bank

Evana T was extremely helpful. We've been with Border Bank (part of police bank) for 6+ years now, and have zero reason to leave. And Evana has been so helpful with our house build, with a land and construction loan. Can't recomend them enough.

100% satisfied and couldn't have asked for better service! Evana from Police Bank kept in constant contact, explained my options very clearly and supported me the whole way through a refinance process and then subsequently a renovation loan further down the track. I felt very supported and heard and absolutely reccommend Evana and Police Bank! Show details

Their own published material makes that contrast worth highlighting. Police Bank says urgent complaints, including financial hardship matters, “will [be] prioritise[d]” and responded to as quickly as possible. Its Vulnerable Person Policy also specifically addresses identifying vulnerable members and the steps staff should take when dealing with… Read more

them.

For a public product/review site, I’d keep it factual and based on your firsthand experience:

⭐ 1/5 – Extremely disappointing treatment of a vulnerable customer

My experience with Police Bank has been extremely distressing.

Police Bank restricted my account with my funds still inside it. I understand that banks may need to restrict accounts while investigating fraud or security concerns. My issue is how I was treated after I repeatedly explained that I have severe physical disabilities and urgently needed access to some of my own money for essential medication, food and rent.

On 24 August, I called multiple times and specifically explained my disability and urgent need for medication. Despite disclosing my vulnerability on the first call, I later discovered that the staff member had not even placed a vulnerability flag on my account. On my second call I specifically asked whether one had been added and was told no. I had to question why it hadn’t been done before it was finally added.

I was told to call back the following morning when the fraud team was available.

Because I could not access money for my medication, I suffered significant physical pain throughout the night and was unable to sleep. I called again on 25 August, explained what had happened and again explained that I urgently needed medication and money for essential living expenses. I was then told the fraud team had rejected my request for access to any of my funds.

What makes this particularly disappointing is the difference between my experience and Police Bank’s own published commitments.

Police Bank’s website states that if a complaint relates to financial hardship or urgent matters, they will prioritise it and respond as quickly as possible. Their Vulnerable Person Policy also discusses identifying vulnerable members and the steps staff should take when dealing with them.

In my experience, I repeatedly disclosed a serious disability and explained that I couldn’t obtain medication or meet essential expenses, yet I was still left without access to any funds and my vulnerability wasn’t even recorded properly when I first disclosed it.

I am now also concerned about being unable to pay my rent if this continues, creating a genuine risk to my housing security.

I have escalated the matter to AFCA.

I understand the need for banks to protect accounts and investigate suspicious activity. What I cannot understand is why a customer who clearly disclosed a disability and an urgent need for medication and essential living expenses was treated this way.

Based on my experience, I cannot recommend Police Bank.

I recently decided to switch to Policebank from one of the four major banks after they messed me around too much. I made contact with Colleen Margot and couldn't be happier with the way that she has helped me out. With a minimum of fuss Colleen got… Read more

us a very competitive interest rate and quick approval so that we can move on from our previous bank. Colleen took a lot of the stress out of the process and was very responsive & efficient. Thoroughly recommend Colleen and Policebank.

Many many thanks Monique Williams for all your help and the peace lily was such a lovely personal touch ☺️ We often see people quick to complain about things in life and rarely take the time to give compliments or provide positive feedback… Read more

especially where due and your customer service Monique was exceptional and should be highly recognised.

We thank you for making our refinance an extremely seamless process for us from the beginning to end, which made it especially easy for my husband to manage with the pressures of his career. Our initial application was intended only to move our mortgage over to Police Bank to secure the competitive fixed rate. However, your exceptional support actually encouraged us to move all our banking over to Police Bank from NAB who we had been banking with for about 25 years.

You’re a true asset to Police Bank and deserve all the congratulations Monique for your true professionalism and continued support.

We just refinanced our loans for our two properties to Police Bank. The rates were extremely competitive which drew me to re-finance and the process and support during the re-finance was excellent. A big thankyou to Josephine for all the support. Show details ·  1

I am writing as a long-time returning customer of the Police Bank to formally express my appreciation for the consistently outstanding service I have received from Relationship Manager Colleen Margot over the years. Colleen has always demonstrated a remarkable level of professionalism, patience, and generosity with her time. Her commitment to… Read more

customer service has been a constant throughout my interactions with her and is reflected in every aspect of the support and guidance she provides.

Colleen consistently goes above and beyond to ensure every request for assistance or service is handled seamlessly. She has guided me through a range of financial services with the Police Bank with clarity and reassurance, making what could often be stressful experiences feel effortless. Collen's compassion, understanding, and unwavering support have always stood out. She has always taken the time to ensure my needs are met, every question is answered, and every detail is taken care of with exceptional care and professionalism. Collen Margot is the reason I am a returning customer of Police Bank.

I cannot speak highly enough of Janet and the incredible support she provided throughout my banking journey. From start to finish, she went above and beyond anything I could have expected. Navigating bridging loans, mortgage arrangements and settlement processes can be overwhelming, but Janet made what felt like a complex and stressful experience… Read more

so much easier to understand and manage.

Janet is exceptionally knowledgeable, professional, diligent and patient. No matter how many questions I had or how many times I needed something explained, she remained calm, focused and supportive. She took the time to ensure I fully understood each step of the process and never made me feel rushed or uncomfortable asking for clarification.

What impressed me most was her genuine commitment to helping. Janet consistently demonstrated outstanding customer service, attention to detail and a willingness to go the extra mile. Her guidance and expertise gave me confidence during every stage of the process, and I truly felt that she cared about achieving the best outcome for me.

Employees like Janet are incredibly rare. She is a tremendous asset to Police Bank and deserves recognition for the exceptional work she does. In my opinion, she deserves both a pay rise and a well-earned holiday!

Thank you, Janet, for your dedication, professionalism and kindness. You are absolutely amazing, and I am incredibly grateful for all of your help. Police Bank is fortunate to have someone of your calibre representing them.

Thank you Alana, To all those reading this, If you’re not in the Police Bank already, you should be. If you want real customer service and products that work towards your interest and not the banks you need to join. I was 59, married with little Superannuation and less savings. I thought I would be working well into… Read more

my eighties just to pay rent and never get a chance to retire, deep in the belief that I was too old and not financial enough to get a mortgage let alone pay one off. Alana Dowd from Police Bank was more optimistic and made an appointment to go over our finances and see just what the Police Bank could offer.

Long story short, we now own our own house and land in the country, and best of all we will now be able to retire. The Police bank gave me a 20 year mortgage with the flexibility to make extra repayments to help reduce the 20 year loan term.

Alana was amazing and worked with us from the initial application, through the purchasing and conveyancing stages right up till we moved into our new home, and even now still reaches out to see if she can help.

I cannot recommend or speak highly enough of Alana Dowd, her professionalism, customer service and knowledge is exceptional. She didn’t just get us a mortgage she gave us a retirement plan and our own piece of Australia, our own home.

Thank you again Alana

I have been dealing with Alana Dowd for quite some time now and her knowledge, experience and dedication is second to none. She has been amazing and the effort she puts in really gives a personal experience as I believe she is a real asset to the police bank family. Alana has always been reachable and able to fix any issues that have come up immediately. Thank you Alana Dowd!

I just want to say a massive thank you to Sarah Lockett, Relationship Manager at the Police Bank. Sarah has been my point of contact with the bank for a number of years now and has navigated me through a number of significant mortgage and general financial processes. She is an absolute pleasure to work with, always available and incredibly knowledgeable. Amazing customer service from an outstanding individual. Thanks so much Sarah. Show details

Corina in Hobart continues to provide my family and me with outstanding service. She regularly checks in to ensure our lending products are performing at the level we expect and that our financial needs continue to be met. Knowing we have a dedicated Relationship Manager like Corina gives us great confidence and peace of mind. We truly appreciate… Read more

her proactive approach and commitment to looking after not only us but also our children as they begin their own lending journey. Her support, expertise, and genuine care make a significant difference, and we are grateful to have her as our trusted banking partner.

This review relates to their non existent alleged customer service phone arrangement. Rang at 1105 yesterday and followed the prompts and left a message with my phone number to get a call back as they were “very busy”. . Now 0712 today and no call back. As an owner maybe I need to fly down to Sydney and sack everyone connected to the call centre.… Read more

Cancel the one star and insert zero stars. Still have heard nothing since Wednesday, now locked out of my account because I transferred money from my Police Bank Account to a St George account in my name. Not that I could log in anyway as the system was demanding a pin with 2 numbers more than my actual PIN number. A disgrace. 0928 28/6/26

Police Bank should seriously consider changing its name to "Suspicion Bank", because apparently the biggest fraud risk to them is their own customers trying to use their own money. Every transaction feels like a high-stakes criminal investigation. Buy groceries? Fraud. Pay a bill? Fraud. Transfer your own money? Definitely fraud. At this point I'm… Read more

surprised they haven't frozen my card for checking my balance too enthusiastically. Calling customer service is less of a phone call and more of a test of human endurance. By the time someone answers you've aged noticeably, developed trust issues, and forgotten why you called in the first place. The app seems to function according to the phases of the moon. Sometimes it works, sometimes it doesn't, and sometimes it simply decides that accessing your own account is a privilege you've not yet earned. The best part is the constant account freezes. Nothing says "modern banking experience" quite like standing at a checkout with a declined card while Police Bank bravely protects you from the dangerous threat of buying your weekly groceries. When you finally reach someone, the solution is usually another round of security questions, another wait, and another promise that everything is fixed—right up until the next completely ordinary transaction triggers the fraud department's panic button. I've had more reliable relationships with self-service checkouts and more productive conversations with brick walls. Police Bank doesn't just hold your money—they make it feel like you're applying for permission to use it every single day. Would not recommend unless your hobby is sitting on hold, explaining that you are in fact yourself, and gambling on whether your card will work this week. One star only because zero wasn't an option.

I've been a member for 40 years going back the days of the Police Credit Union, I've never observed the 'Bank' to be in a more broken down state than what it is in 2026. From the absolute impossibility of contacting Customer Service, to the basic functions of what a Bank is required to perform it fails at all levels. Customer service if you could… Read more

call that from opening at 8am onwards any attempts to contact them will produce the recorded 'We're experiencing an unusual amount of calls..." , no they just aren't answering any.

Example of the state of its day to day banking operations: reporting a fraud/online transaction, firstly you have to be able to reach Customer Service (see above) then customer service will email the Fraud Department (you can't speak with directly they aren't answering phones or handing out their number to anyone) with the details, then you wait for something to happen. And you wait for weeks for a response, then repeat steps to contact Customer Service etc etc.

The Fraud Department are not afraid to make fraudulent entries on their records to cover for their inaction, a fraud in itself, but apparently that's the way things are done at the POLICE Bank. When you can finally argue your way through the levels of obstruction and speak to the Fraud Department you can see why they're happier to cook the books than action a fraud.

The enthusiasm for taking on a task is absolutely zero.

Broken down demoralised and soon to be raided by the regulators is my assessment.

Maria was incredibly patient, down-to-earth, and proactive in anticipating my questions and needs. She took the time to understand my individual circumstances and worked closely with me to ensure my needs were met, while also making sure Police Bank was the right fit for me. I’m proud to recommend Police Bank as my banker and truly appreciate the… Read more

exceptional service and personal attention I received from Maria. I look forward to many more years of working with Maria and her team.

Working with Colleen Margot has made buying a new home such a stress-free experience. Colleen is incredibly efficient and if she can’t take your call straight away, she calls back as soon as she’s available. She talks through all of our options with us, answers all of my questions thoroughly, and helps us make the best financial decisions for our… Read more

family. Colleen also helped negotiate a quick settlement and has gone above and beyond for us. Thank you again Colleen!

Colleen is a fantastic finance manager and has helped us multiple times with sorting mortgages and our finances. Effective and personable, she always gets the job done! We will always come back, thank you Colleen!

I have been with police bank for more than 10 years and Maria is always so helpful, informative and friendly. She continually goes above and beyond to assist with any financial matter or question I have. Maria is an incredible team member of police bank.

Janet Knight has been outstanding in guiding us through the loan application process. She is a true professional and has taken numerous calls and emails to help us understand the process and guidelines. Janet goes the extra mile and can be highly recommended.

All dealings with Police Bank and specifically Janet Knight have outstanding. Prompt and direct service has made the whole process stress free. Janet has handled everything. Would recommend to anybody else wanting to refinance or utilise Police Bank. Show details

Maria Petrides was extremely professional, helpful, patient and informative in my recent dealings with Police Bank. At every stage Maria showed a genuine care for the decisions I was looking to make and the advice given to me was given with my circumstances in mind. Show details

First Home loan. Really great support and help on the process from application to getting the keys. Even sent me a housewarming gift of a plant. Great experience. Patient and helpful.

I had an excellent experience working with Maria Petrides and Joanne Mills from Police Bank throughout my home loan journey. They were professional, knowledgeable, and incredibly supportive from start to finish. They helped me secure a fantastic interest rate that exceeded my expectations and made the entire process stress-free. The settlement… Read more

was handled smoothly, with clear communication at every step, and they were always available to answer my questions and provide guidance. Their dedication, efficiency, and attention to detail made a real difference. Thank you both for making my home loan experience so easy and successful!

It's quite unusual these days to find an organization that goes beyond the norm to assist. I would especially like to commend Janet Knight from Police Bank for her amazing support through a stressful Bridging Loan experience. Her kind and genuine care has been exceptional, and I can't recommend Janet and Police Bank enough. Thank you Again. Jane

Janet Knight was very quick at getting back to us and helping us buy our first house. Appreciate her help checking lots of things for us as it was a unique deal. The police bank app is easy to use, and has worked good so far. Would recommend

I've been a customer with Police Bank for the past five years and have always been very happy with their service. Recently, I applied to draw equity from my home loan, and the process was handled professionally from start to finish. A special thank you to Christine at the Canberra branch for her excellent support and clear communication throughout. I highly recommend Police Bank to anyone looking for friendly and reliable banking services. Show details

I would like to share my sincere appreciation for Police Bank and especially Christine from the Canberra branch for making our first home journey such a smooth and positive experience. Her dedication, knowledge, and genuine care made what could have been a stressful process much easier. We truly appreciate the effort she put in to help us achieve… Read more

our dream of owning our first home.

Thank you Christine and the Police Bank team for your excellent service and for being part of such an important chapter in our lives. Highly recommended!

I had a great experience refinancing my home loan with Police Bank. In particular, I would like to acknowledge Janet Knight, Relationship Manager at Police Bank, for her outstanding support throughout the process. Janet helped us finalise the financing within a relatively short timeframe and was always prompt and clear in her communication. The… Read more

process was straightforward. All I needed to do was submit the online application and provide the requested documentation. Janet coordinated everything else and ensured the settlement was completed smoothly and without any issues. We sincerely thank Janet for her support throughout this process. Her excellent customer service made the entire experience stress-free, and we highly appreciate the assistance she provided. Best, Ruwan Herath