How to lodge a complaint or provide feedback
Find out how you can make a complaint, how it will be resolved and what you do if you’re still not satisfied.
Here are a few ways you can contact us for all other feedback:
- Fill in our feedback form.
- Speak to us at a branch.
- Speak with our NAB Messaging bankers through your internet banking, opens in new window.
- Call us on 13 22 65.
Read our Complaints Guide (PDF, 1MB), opens in new window to learn more about how we'll manage your complaint.
Former financial planning customers only, please contact the Advice Dispute Resolution team.
We previously provided financial advice to customers via our MLC business. From 31 May 2021 we stopped providing financial advice to clients via these licenses, and as of 18 August 2023 no longer hold an Australian Financial Service Licence (AFSL):
- Apogee Financial Planning Limited ABN 28 056 426 932 (former AFSL number 230689)
- GWM Adviser Services Limited ABN 96 002 071 749 (former AFSL number 230692)
- Meritum Financial Group Pty Limited ABN 93 106 888 215 (former AFSL number 245569)
- GPL (VIC) Limited (formerly known as Godfrey Pembroke Limited) ABN 23 002 336 254 (former AFSL number 230690)
Former financial planning customers only
To make a complaint about the services or advice provided by your financial planner before 31 May 2021 and during the period when your financial planner was licensed by any of these AFSLs, contact the Advice Dispute Resolution team.
Please have the details of your financial adviser ready when you call us.
Contact number: 1800 611 950
Hours of operation: Monday to Friday, 9:00am to 5:00pm (AEST)
Information we’ll need
- If you have any supporting documentation, please have it handy when you raise your concern.
- Confirm your mobile number and email address where possible so we can let you know the progress of your complaint.
Taking your complaint further
If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):
Website: afca.org.au, opens in new window
Telephone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.
What is 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.
More about our commitments
We take our commitments to customers and community seriously. Learn more.
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.
We're strong supporters of the Australian Banking Association's (ABA) Banking Code of Practice (the Code).
As part of our commitment to the Code, we have a Customer Advocate to strive for fair customer outcomes that are aligned with community expectations.
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