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 independent customer advocate to operate outside our day to day business activities and complaint resolution process. She will review complaints and be 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, Catherine can then review your complaint.
If you ask Catherine to review your complaint, she will review 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 a determination without unnecessary delay.
Any determination Catherine makes is binding on NAB but it’s your choice to accept or reject the determination.
Need more options?
If you’re unsatisfied with the outcome of your initial complaint, you can ask for an independent review by Catherine or you can raise it with the Financial Ombudsman Service: on 1300 780 808, or by writing to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001.
If you’re still unsatisfied after your complaint has been reviewed by Catherine you can still raise it with the Financial Ombudsman service. But, if you’ve raised your complaint with the Financial Ombudsman Service it can’t be reviewed by Catherine.
If you’d like to proceed with an independent review you can fill out our online form.