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.

Thanks to Monique Williams for all the support she gave my partner and I as we moved our loan to Police Bank. Monique took the time to explains things clearly and was always accessible if we had questions pop up. We have found police bank reliable and are very satisfied with our decision! Show details

We have been dealing with Janet Knight and we could not be happier. Janet has helped us buy two homes now. She is a very good communicator and does her absolute best to get the best for her clients. We could not have bought our dream home without Janet and the wonderful work she put in to make it happen. We are so thankful for her. Show details

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

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 just wanted to take a moment to pass on how incredibly grateful we are for Melissa Check and the support she gave us throughout our mortgage process!!! We are first homebuyers and were very stressed and unsure going into the loan application process: From start to finish, Mel was absolutely amazing. She was always available whenever we had… Read more

questions or concerns (and we had quite a few!), and it made such a difference knowing we could just pick up the phone and get honest, clear advice straight away!!!

She made what could have been a really stressful process feel smooth and surprisingly quick, and we truly felt like she went above and beyond for us every step of the way. Nothing ever felt like too much trouble!!!

What stood out the most was how genuine she is. When things didn’t go to plan with our settlement, she didn’t just do her job and leave it at that — she reached out because she genuinely cared, and that meant a lot to us. That level of support is rare, and it didn’t go unnoticed!!!

We feel really lucky to have had Mel guiding us through this process and honestly couldn’t have asked for a better experience!!!

Please pass on our sincere thanks — she is an absolute asset to your team!!!

Melissa Check helped me with both my original home loan when I purchased the property and, more recently, with a further loan for home renovations and improvements. On both occasions her service has been outstanding. She is professional, patient, and extremely responsive. Melissa takes the time to clearly explain every step of the process and… Read more

always ensures you have the information you need to make confident decisions. What could easily have been a stressful experience was made smooth and straightforward thanks to her guidance and expertise.

Mel is a Mobile Relationships Manager. Even though I’ve moved states, I’ve remained with Police Bank, and Melissa is a big reason for this. I would strongly encourage anyone to reach out to her, no matter where you are located.

I have already recommended Melissa to several friends and colleagues, and I wouldn’t hesitate to do so again. She sets a very high standard of service and is a real credit to Police Bank.

Thank you, Melissa, for the excellent support on both occasions.

Police Bank was amazing to deal with. Especially our Relationship Manager - Monique Williams! She was so kind, passionate, understanding regarding our circumstances. Monique made the process so simplified and black and white for us. We never had to chase up anything, Monique did all that for us and advocated and ensured we got our home loan.… Read more

Something that is usually so stressful, Monique made it a breeze. Monique was professional, but spoke to us as if we were human and not just people to get her numbers up. She was available 24/7 and so quick to respond. If there were any hurdles, she found a way to fix them. Police Bank are lovely to have Monique Williams and I would happily recommend her to anyone. She was our angel in a challenging time. She deserves more recognition than I could give, she has a beautiful heart and helped our family more than words can describe.

As first home buyers we came in knowing very little, and Police Bank made the whole thing manageable. Colleen looked after our application and was excellent. She explained each step in plain English, told us exactly what documents she needed rather than drip feeding requests, and chased things up on our behalf without us having to follow up… Read more

constantly.

Approval came through quickly, and the rate was competitive against the big four with no fees hidden in the fine print. Having one person who knew our file, instead of a different call center operator every time, was the biggest difference compared to the bigger banks we'd approached.

The app and online banking do everything we need, checking the balance, making extra repayments, redraw. Not the flashiest, but reliable.

Being member owned rather than shareholder driven clearly shows in how they treat you. Would recommend to any first home buyer who's eligible to join.

Police Bank has been fantastic to deal with throughout our home loan journey, and the biggest part of that has been our Relationship Manager, Taffy Yang. Taffy has been absolutely wonderful to deal with throughout our home loan journey. From the very start she made what could have been a stressful process feel easy and reassuring. She always took… Read more

the time for a personal chat and put me at ease every time we spoke, so I never once felt like just another customer. She's responsive, genuinely caring, and always explains things clearly and answers every question. I can't recommend her highly enough. Taffy is an absolute gem and a credit to the Police Bank team. Thank you Taffy!

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.

Have been with PoliceBank for 24 years and found them constantly reliable, helpful and willing to go above and beyond. My recent experience was sensational and my relationship manager Taffy was the absolute best. She was knowledgeable and always happy to help. Communication was timely and processes were explained concisely. Love banking with PoliceBank and a massive fan of their customer service. Show details

I recently refinanced with Police bank and had Colleen assist me with the whole process. She was very attentive, reliable and very helpful with the entire process. I was very happy with the whole process and would highly recommend her to anyone looking to refinance their mortgage!

I recently re-financed with police bank. Customer service by Alana was exceptional and extremely helpful. There were delays due to the other bank and some paperwork issues, but all was sorted and fixed rates were honoured. All things considered I am very happy with the service and would highly recommend.

Every time we’ve needed a home loan, we’ve looked no further than Monique at Police Bank. She has helped us with both our owner-occupied home and our investment property, and her service has been exceptional from start to finish. What really sets Monique apart is that her support doesn’t end once the loan settles. She’s always available to answer… Read more

questions, provide guidance, and help with any of our banking needs.

We’re now looking at purchasing our second investment property, and without hesitation we’ll be working with Monique again. She’s truly the best in the business, and her dedication and customer service deserve to be recognised. She definitely deserves a bonus and more!

Evana Tan was extremely professional and made the entire process of refinancing our home extremely easy. Her communication and customer service was excellent and i highly recommend her. Show details

We really appreciate how much Melissa Check went above and beyond for us during our recent refinance. We had a bit of a complex situation, and it was such a relief to have someone so dedicated and persistent on our side to help us secure the best possible rate. We’ve been recommending Police Bank to all of our friends, it was really clear that Melissa was looking out for our best interests at every turn. Thank you Melissa!

I can't recommend Marnie Hain highly enough. From our very first conversation, they provided exceptional customer service and made what is usually a stressful process incredibly straightforward. Within just 24 hours, they had my refinance approved at a significantly better interest rate, exceeding my expectations. They provided a genuinely… Read more

personal level of service, with clear and timely communication every step of the way. Rather than treating my application as just another refinance, Marnie took the time to understand my unique circumstances and found a way to make it work, achieving an outstanding result.

It's rare to find someone who combines efficiency with such a high level of personal service. If you're looking for a banker who is responsive, knowledgeable and truly goes above and beyond for their clients I recommend Marnie Hain. A real asset to Police Bank.

Where other banks had failed to provide the lending and facilities that I needed Police Bank - and specifically Monique Williams - were able to provide me with what I needed to refinance my investment loans, setup offset and savings accounts and ensure that I received the best possible interest rate and products for my needs. Monique has… Read more

continually gone above and beyond in assisting me over the years and her attention to detail, responsiveness and dedication are greatly appreciated.

Taffy Yang helped us refinance several loans from other institutions and made it effortless. Always positive, always helpful, with unrivalled response times. I've referred friends who've since joined and they rate her just as highly. Highly recommended. Show details

Monique Williams was outstanding in assisting us to get a home loan in a compressed timeframe (a few days) so that we could bid at auction for our retirement home. She is very knowledgeable and suggested ways to meet our needs and requirements, kept us updated throughout and was really critical to us being able to purchase the property. Highly recommended. Show details

Very accommodating to your needs and very friendly. I find they will always go the extra mile to assist when you are looking for a home my loan officer gave me property reports to inform my buying as well. Show details

Monique Williams is to be noted for timely responses and reassurance in all our banking matters and investments. A both professional and personal advisor who exceeds the customer experience and journey.

We were long term members of Police Bank and had moved away to another Bank a couple of years ago. Michelle Williams got us back. Couldn't be happier with the service or support, Michelle welcomed us back and made us feel valued.

Monique Williams from Wollongong branch is amazing. We have been with the bank for approx 10years and have worked with Monique regularly. Her knowledge and attention to detail along with her calm, caring nature makes her so easy to work with. We would not be in the position we are in without her guidance. Show details

Monique Williams was exceptional. She helped us get our first home. Was clear, great with explanations, made sure we were aware of all we needed to be. We were super naive with this been our first time, and Monique was so patient. Highly recommend. Thanks W & J

Evana Tan (Police Bank) was extremely professional and made the entire process of purchasing our home extremely easy. Her communication and customer service was excellent and would recommend her services Show details