How to NOT manage complaints

“Computer says no”. Or words to that effect.

That’s what the teller at <Anonymous> Bank said to me 2 weeks ago when tying to complete a simple transaction on behalf of someone I’m legally authorised to act for.

I'm an appointed Guardian and Administrator.

It’s like Power of Attorney, but with more paperwork and process. And - of course - it comes with the emotional weight of having to act in this capacity.

So, after submitting my authority documents three times…After re-explaining the situation four times...After being told the system still had no record of me…I was informed that I needed to book another appointment. And try again.

That was the moment I lodged a complaint.

Here’s the twist:

I’ve worked in financial services. I know the rules.

I’ve worked for - and with -  banks to improve their complaints handling under ASIC’s RG271, the Banking Code, AFCA. I even had to quote the 5 day response obligation while raising the complaint!

I know the effort that's gone into building those systems.

But this? This was not a compliance failure.This was a human failure.

Anyway - rather than getting all preachy about it I thought I’d take a ‘lighthearted learning’ approach and unpack 5 key aspects of my experience - one post at a time. A sort of ‘mini-series’.

It’s tongue-in-cheek.It’s real.And yes, it’s written with love… the tough kind.

Because complaints aren’t a nuisance - they’re a window.And right now, too many organisations are shutting the blinds.

David Murfet

8 September 2025