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We'd like to hear from you
We're always trying to improve our customers' banking experience, but we know things don't always go the way they should. Your feedback can help us understand and address issues we otherwise might not know about.
We're committed to resolving all issues and doing the right thing by our customers. Here you can find information about how you can raise an issue with us, how it will be resolved and what to do if you're still not satisfied.
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Help us to help you
There are two ways to talk to us:
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In person: speak directly to us at your branch and we'll do our best to resolve your concern or issue.
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Phone our call centre on 13 22 65.
By giving us as much information as possible, you'll be helping us to resolve things faster. If you have any supporting documentation, please have it handy when you raise your concern.
How long will it take?
If you raise an issue with us, we'll address it as quickly as possible. In fact, most complaints are resolved within one business day.
If you're issue can't be resolved straight away, well make sure we see it through. In nearly all cases, you can expect your concern will be resolved within five business days.
We know you want to be heard. So in the event it takes us longer than five days to resolve or investigate, we'll ensure that you're regularly updated.
Going a step further
We're here to help, so if you feel that your contact at our branch or call centre hasn't resolved the issues, then the next step is to speak to our Customer Resolutions team.
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Call our dedicated Customer Resolutions Team:
7:00am - 9:00pm Monday to Friday
8:00am - 6:00pm Saturday
on 1800 152 015.
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Write to us at:
National Australia Bank
Head of Customer Resolutions
Reply Paid 2870, Melbourne, Victoria, 8060
Need more options?
If you still feel your issue hasn't been resolved to your satisfaction, then you can raise your concern with the Financial Ombudsman Service.
Of course, as you're a valued customer, we'd much rather try to resolve the issue together first. In fact, the Ombudsman will encourage you to resolve the issue with NAB before they start to investigate.
Financial Ombudsman Service
GPO Box 3
Melbourne, Victoria, 3001
Telephone: 1300 780 808
Fax: 03 9616 6399
Internet: www.fos.org.au
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