What we’re doing to make things right

You expect the best from us and you should. We’re sorry if you’ve been affected by an error we’ve made.

Where we’ve made mistakes, we’re working hard to put things right, quickly. Often this means providing payments to our current and former customers.

What happens if you’re owed a refund

If we owe you a refund or payment, our NAB Customer Remediation team will contact you by mail, email, SMS or phone.  We will also contact you if we identify any issues with your current or closed NAB accounts.

If you have an eligible NAB account

If you have an eligible NAB account in your name, then you won’t need to provide us with any information. You will simply receive a notice which explains the details of the refund. You will also be able see a copy of this if you log into NAB Internet Banking and click on Messages.

If the affected NAB account is closed

If the affected NAB account is closed and you don’t have another eligible NAB account, we’ll attempt to contact you up to three times to ask you for details of another Australian bank account to pay your refund into.

The quickest and easiest way to provide your bank details is through the Payment instruction form. You will be asked to provide the reference number on the letter or email you received, and your date of birth. You will then be prompted to provide your bank details.

If you call us on 1800 370 777 to provide the bank details, we’ll ask you to confirm your identity by providing some personal details including your full name, residential address, email and phone number.

Keeping you safe

If we ask you to verify your identity over the phone, we will never ask for your credit card number, PIN or NAB Identification Number (NIN). NAB will never send you an email or an SMS asking you to verify your identity by clicking on a link. If you receive a suspicious message, do not click on any links or attachments. You can learn more about protecting  your accounts at security at NAB.

Further assistance

If you’re a current or former NAB customer affected by a remediation and you’re not satisfied with the outcome after speaking to us, you can contact the Australian Financial Complaints Authority (AFCA), opens in new window on 1800 931 678 or by email.

We recommend contacting AFCA within six months from the date at the top of your letter, as time limits might apply. You can find out more about time limits by visiting the AFCA website.

The information on this page is not relevant to the remediation programs conducted by our Wealth division.  Find out more about these programs on our Wealth remediation page.

Other ways we will contact you

You may have been contacted by us from one of the phone numbers or emails listed in the following table. We may also ask you to contact us on one of these numbers.

Contact us

Call us

Monday to Friday, 10:00am to 5:00pm (AEST/AEDT)

Call 1800 370 777

Email us

Questions? Email us your query and include your reference number.


Important information