We know our mistakes have affected our customers and we’re determined to put things right, which is why we’ve established our centre for wealth remediation.
The centre for wealth remediation is undertaking a series of programs across the NAB Group to refund customers who’ve been affected by our mistakes. To make sure this doesn’t happen again, we’re also strengthening our processes and systems to help us serve our customers better, both now and into the future.
If we identify an error that impacts our customers, we undertake a process called remediation to ensure we fix our mistakes. Because we’re committed to doing the right thing by our customers, we want to ensure they’re put back in the financial position they would have been in, had the error not occurred. For example, our remediation programs may involve refunding customers’ fees with interest if they were charged incorrect fees or if we didn’t pay the correct super contributions because of an error in our systems.
In some instances, you may be asked to confirm some personal details with us so we can progress our remediation process with you.
We’ll contact you by letter if you’re affected by any of our remediation activities.
We may also contact you by phone to confirm your personal details. As part of this process, you may need to complete an identity check.
If we’re unable to contact you by letter or phone, we may send you an SMS or email.
As part of this process, we may ask you to confirm your residential address, email, phone number or full name.
However, we will never send you attachments or links to verify your identity. Any email or SMS that contains a link is considered ‘phishing’ and is a scam. Please do not respond or click on any links or attachments that appear to be from NAB.
If you have any questions or concerns, please contact our NSW-based Wealth Remediation Support Centre at
Phone: 1300 405 562 between 8am and 6pm (AEST/AEDT) Monday to Friday, (+61 3 8372 8588 if you are calling from outside Australia)
Email: wealthremediation.enquiries@nab.com.au.
Mail: PO Box 362 Abbotsford VIC 3067
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