Customer remediation

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.