We’re committed to making banking easier and more transparent for our customers and to strengthen and build independence into our complaints process.
To help do this we’ve appointed Catherine Wolthuizen as our customer advocate to operate outside our day to day business activities and complaint resolution process. She reviews complaints and acts an advocate for our customers to improve our complaint resolution process. If you’d like more information you can read our announcement.
The complaints review process
Our NAB Resolve team or your relationship banker remains your first point of contact for raising complaints and providing feedback. This gives NAB the chance to investigate the situation and put things right in the first instance. You can contact the NAB Resolve team through our feedback page.
If you’re a personal or small business customer and you’re not satisfied with the result of our complaint resolution process, you can request that Catherine reviews your complaint. She will consider whether the complaint resolution process was followed and a fair and reasonable outcome achieved. Catherine will keep you informed about the timing of the review and will provide you an outcome as soon as possible.
Please note that there are limits to what Catherine and the Customer Advocates office can consider and in particular, we can’t review matters that have already been lodged with, considered and decided on by FOS/AFCA or by a court.
Need more options?
If you’re unsatisfied with the outcome of your initial complaint, you can ask for Catherine to consider a review of your complaint or you can lodge a complaint with the Australian Financial complaints authority (AFCA):
- Website: afca.org.au
- Email: firstname.lastname@example.org
- 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.
If you’re still unsatisfied after your complaint has been reviewed by Catherine you can still raise it with AFCA. But, if you’ve raised your complaint with AFCA, it can’t be reviewed by Catherine.
If you would like to request a review you can fill out our online form.