|
Feedback - suggestions, compliments or complaints
Your business is important to us because, without it, we don't have a business. So it's in our own best interest to keep you satisfied.
Fast resolutions to your concern
Four ways to raise issues with NAB
Going a step further
Customer Relations
* Denotes mandatory fields
Fast resolutions to your concerns
Every issue raised with NAB will be addressed as quickly as possible. If an issue cannot be resolved immediately, you will be informed by the next business day and the ongoing process will be explained to you. We aim to resolve all issues within the following time frames.
Simple complaints should be resolved within 1 business day. Any matter requiring investigation should be resolved within five business days.
Issues that require specialist advice should be resolved within seven working days.
Disputes should be resolved within 10 working days if more time is required to resolve or investigate your complaint, you will be advised in writing.
Four ways to raise issues with NAB
If you have any issues you wish to raise with NAB, or if you have suggestions on how we can improve, there are four ways you can contact us.
1. You are always welcome to speak directly to the staff at your branch and they will do their best to resolve your issues. If they are unable to do so, the matter will be escalated until resolved.
2. Call our dedicated complaints hotline any time between 8am and 7pm, Monday to Friday (AEST), on freecall 1800 152 015.
3. A brochure entitled Resolving problems is available via the branch and attached is the customer feedback form that you can complete. You can either fax it to us on (03) 8634 4888, or send it via post. The postage is paid and it is addressed to go direct to our Customer Resolutions Department.
National Australia Bank
Head of Customer Resolutions
Reply Paid 2870
Melbourne Victoria 8060
4. You can also send email by completing the form on this page.
Going a step further
If you have raised an issue with NAB but don't feel it has been resolved to your satisfaction, you may be able to raise your concerns with the Banking & Financial Services Ombudsman, if you are an individual or small business customer.
The Ombudsman is not an advocate for either the customer or the bank, but works to assess the merits of each case based on the information provided by both parties, taking into account the law, applicable industry codes or guidelines, good banking practice and fairness.
You can phone the Banking & Financial Services Ombudsman on (03) 9613 7333 or toll free on 1300 780 808. Alternatively, you can fax (03) 9613 7345 or write to:
The Banking & Financial Services Ombudsman
GPO Box 3
Melbourne Victoria 3001
Or visit www.bfso.org.au.
|
