Banks complaint resolution process is a sham. The concept of “resolution” in the context of dispute or complaint resolution is misused and manipulated by banks and corporations.

This is part one… The drama continues in “Bank’s Failure in Resolution” (part two)…

To most people who think of “resolution,” they imagine a mutual agreement or a fair outcome that satisfies both parties. A genuine resolution of the issue at hand, typically achieved through negotiation, understanding, and compromise.

However, when banks or large institutions use the term “resolution,” it’s about them deciding when the matter is considered closed on their end… Regardless of whether the issue is resolved in a way that benefits their customers.

Here’s how this plays out in practice:

Bank’s Definition of Resolution

What You Hear: “Your dispute’s been resolved,” or “The complaint’s now closed.”
What They Mean: Banks may declare a dispute “resolved” simply because they’ve reached an internal conclusion: “We’re not talking to you any more about the matter!” … Whether or not the customer’s satisfied with the outcome is irrelevant.

For example, they may consider the matter closed if they’ve sent a response, acknowledged the issue, or defended their position… Without actually addressing the core problem or offering a meaningful solution.

Result: The bank formally declares the dispute “resolved” from their perspective.So they stop engaging or dismiss your concerns. This leaves you feeling that nothing changes.

Customer’s Expectation of Resolution

What We Expect: Customers expect the issue to be fully addressed… A fair solution’s found and the problem’s fixed by mutual agreement, to both parties’ satisfaction.

What Happens: Banks go through the motions of acknowledging the complaint and offering a response. But if the customer’s concerns are not addressed properly (or at all), they feel stonewalled or treated unfairly. It’s a one-sided process, leaving the customer with little recourse or satisfaction.

When a complaint about the “Complaint Resolution Team” is sent to the bank, guess who handles it? That’s right! The complaint is handled by the “Complaint Resolution Team.”

It’s a beautiful system.

Resolution in Dispute Processes

Banks’ Approach: Banks and financial institutions have procedures and policies to handle complaints. Once they follow those steps (even if they’re purely procedural), they declare the dispute is resolved. Simply because all the boxes are ticked.

Customer Impact: Customers feel their concerns are being dismissed or ignored. There’s no satisfactory outcome. There’s a huge disconnect between the company’s perception of resolution and the customer’s personal experience.

Why Banks Do This

Efficiency and Risk Management
Declaring complaints resolved, banks can move on quickly from disputes and avoid long-term engagement with unresolved issues, which can be costly and risky.

Resolving complaints, for many institutions, is more about administrative closure than genuine fairness or customer satisfaction.

Minimizing Legal Liability
Processing a dispute and marking it as “resolved,” limits the banks’ legal exposure. It also avoids the appearance of unresolved complaints piling up, even if they haven’t truly addressed the root cause of the issue.

Banks Complaint Resolution Disconnect

The main problem with this approach is that “resolution” in the eyes of the bank is something entirely different from their customer expectations.

The bank never intends a fair, mutually agreeable solution.

It’s all “smoke and mirrors”, to give their customers a warm and fuzzy feeling that the bank will listen when things go wrong.

There’s no full disclosure by the banks. In none of their marketing or advertising, do the banks explain the true complaint resolution process.

… “Resolution” is about the process and internal policy, not actual problem-solving or satisfaction for the person who’s raising the issue.

What Can You Do About It?

Escalate the Issue
The “official line” is that “If you’re not satisfied with the outcome or the bank’s definition of resolution, you can to escalate the matter to a higher level”.

Such as contacting the Ombudsman or filing a formal complaint with regulatory authorities. E.g. Financial Conduct Authority in the UK or the Consumer Financial Protection Bureau in the US.

This is more “smoke and mirrors”, designed to continue the “warm and fuzzy feeling” that the regulatory authorities really care. They don’t.

After 80 + formal complaints, to the bank, AFCA, ASIC, ACCC, ABA, APRA, OAIC, the outcome remains the same. SILENCE.

Document Everything

Keep a clear record of all communications with the bank, including the details of the complaint, their responses, and any lack of resolution.

Banks and corporations prefer to handle these matters by phone. If they can resolve the matter verbally, it eliminates accountability.

The voice at the other end of the phone can hide behind anonymity. However, you could be talking to the janitor who’s walking past the desk when the phone rings!

Banks do not want to make any commitments in writing.

You may get general word-salad emails. However, demand that they put their claims or outcomes in writing, with the author’s full name and signature …

It doesn’t happen.

Thanks to DWM, no one wants to give you a “signed confession” that they cannot read and write, and use fictitious conveyance of language to extort monies from you.

Finally…

When banks and financial institutions use the term “resolution” to close out a dispute from their side, it doesn’t mean the problem’s truly resolved in a fair or satisfactory way for the customer.

Banks complaint resolution process is simple. Their goal is to administratively close the case, leaving the customer feeling unheard or unsatisfied.

It’s important for consumers to push for genuine resolution that addresses their concerns, not just procedural closure.

Which is why you should do unto the banks as they do unto you. Admit Nothing. Deny Everything.

Make the bank an offer they can’t refuse.

Now you can close the case to your satisfaction, taking formal legal action if necessary.

There’s important lessons here about complaints handling, foreclosure, debt collection, and mortgage stress, that most people miss.

If you’re keen enough to discover those lessons, send us an email.

The drama continues in part two…