Improving your experience

To improve your banking experience, we need your valuable feedback. So please, let us know what we’re doing well and what we can do better.

How you can provide feedback

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 your mobile number and email address.

Please note that due to COVID-19, there may be some delays to the usual notifications we are required to give you during the complaints process.

Going a step further - NAB Resolve

If the issue has not been resolved via the options above, we want to know. Fill out our complaints, compliments and feedback form and someone from the NAB Resolve team (a specialist team dedicated to solving complex issues) will be in touch to discuss it.

NAB IN THE COMMUNITY

We know how important it is to listen and respond to community concerns on a wide range of issues. 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. We'll ensure that you're updated at an appropriate time.

Banking Code of Practice

We're strong supporters of the Australian Banking Association’s (ABA) Banking Code of Practice (the Code).

As part of our commitment to the ABA, we have a Customer Advocate to strive for fair outcomes that are aligned with community expectations.

For more information: read about our Customer Advocate and the Banking Code of Practice.

Note: Due to the impact of COVID-19, the Code has been temporarily amended and now incorporates a Special Note (PDF, 25KB). The Special Note comes into effect on 1 July 2020 and will apply until 1 March 2021. Visit the ABA's website for more information.

Need more options?

If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):

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.