We're always trying to improve our customers' banking experience, but we know things don't always go the way they should. 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.
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.
So that we can let you know the progress with your complaint or feedback, please confirm the mobile number we can message you at.
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. In nearly all cases, you can expect your concern to be resolved within 10 business days. In the event it takes us longer than 10 days to resolve or investigate, we'll ensure that you're regularly updated.
Going a step further
If the issue has not been resolved via the options above contact our dedicated NAB Resolve team. This team is dedicated to solving complex issues that may have arisen.
Need more options?
If your concerns haven't been resolved to your satisfaction, you can contact our Customer Advocate or you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):
- Website: afca.org.au
- Email: email@example.com
- Telephone: 1800 931 678 (free call)
- In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that's free to consumers.
We want to do everything we can to resolve any problem you have, so it's important that you have raised your issue with NAB Resolve before going to AFCA. Approaching NAB directly should result in a quicker resolution. In fact, AFCA will encourage you to work with us before they commence their investigation.
NAB IN THE COMMUNITY
We know how important it is to listen and respond to community concerns on a wide range of issues and NAB is committed to doing business in a responsible manner – this includes how we manage our operations (including our supply chain) and financing activities. If you would like to give feedback or raise an issue about our business, you can contact our dedicated NAB Resolve team (contact details above) who will lodge your feedback or issue with the appropriate NAB department for investigation as required. We'll ensure that you're updated at an appropriate time.
Banking Code of Practice
We're strong supporters of the Australian Bankers' Association Banking Code of Practice.