Newcastle Permanent named Bank of the Year - Customer Service

Newcastle Permanent has been named Bank of the Year - Customer Service in the Money Consumer Finance Awards.

It was recognised for its focus on giving back to customers and communities while providing accessible, personalised support across multiple banking channels.

See the full list of winners in the Money Consumer Finance Awards 2026.

Newcastle Permanent at a glance

• Winner: Bank of the Year - Customer Service
• Why they won: A focus on giving back to the bank's customers and communities in a variety of ways
• Top product: A new platform that helps prevent financial crime

Built around customers and communities

Newcastle Permanent is a customer-owned bank, and Paul Juergens, chief distribution officer at Newcastle Greater Mutual Group (NGM Group), says this means that "we exist for the very purpose of serving our customers and communities".

To do this well, a bank needs to know and understand its customers and communities.

Juergens explains, "At Newcastle Permanent, we know that our customers value support that is accessible, quick and simple. That's why it's important to us that our customers can seek support face-to-face, on the phone or online through our web and mobile banking platforms."

Local support with local knowledge

Having also taken out this award in 2025, Juergens adds, "We are really proud of our contact centre, which is based in the heart of our footprint in the Hunter region of NSW.

This means that when customers call, they aren't just hearing a voice on the end of the phone, they are hearing someone who has a genuine understanding of the customer's needs because the team member also lives in a regional community."

Giving back to regional communities

Another aspect that sets Newcastle Permanent apart is the way the bank invests back into its communities.

"We're not just here to support customers with their day-to-day banking needs," notes Juergens. "We're here to support their local football or netball club, Nippers program, or charity organisation.

"In FY25, NGM Group invested more than $6 million into regional communities, with $2.5 million given to charitable partners."

Investing in better banking experiences

Newcastle Permanent and NGM Group have implemented several new initiatives with a focus on making banking safe and easy.

"Our team handles a broad range of enquiries from everyday transactions to complex issues, so we've invested in technology to streamline workflows and improve experiences for both employees and customers," says Juergens.

"Our branch refurbishment program is designed with excellent customer experiences in mind. It's about more than freshening up a branch, we want to create a more welcoming, accessible, modern and functional environment for everyone.

Supporting customers of all generations

"We also know that different generations have different comfort levels and expectations around banking, which we accommodate.

For example, for less tech-savvy customers, we run free digital banking masterclasses to provide in-person support, teaching skills like paying bills online and password protection. These sessions are always very popular."

Top product

A new platform that helps prevent financial crime is among the initiatives introduced to help make banking safer and easier for customers.

It reflects Newcastle Permanent's ongoing focus on improving customer experiences while providing the security and support customers expect from their bank.

Read more: View all winners in the Money Consumer Finance Awards 2026.

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