Making things right for our customers

We know our mistakes might have affected our financial advice customers so we’re determined to put things right.

We aim to put customers back in the financial position they would have been in, had a mistake not occurred.

Alternatively, if you’ve been affected by a NAB banking mistake, please visit customer remediation.

What we’re doing

There are currently three wealth remediation programs across NAB: 

  • Adviser Service Fee Program – reviewing ongoing Adviser Service Fees paid for ongoing advice services. 
  • Customer Advice Review - reviewing the quality and appropriateness of the financial advice customers received.
  • NAB Reinvestment – fixing reinvestment issues.

Why we’re contacting our customers

We’re contacting customers who’ve received financial advice from a financial adviser who operated under one of the NAB Group Licensees. This means NAB was responsible for ensuring these advice services were provided appropriately. 

Even if your adviser had a different business name, their business held an authority to operate under an Australian Financial Services License (AFSL) held by a NAB Group Licensee. 

The NAB Group Licensees which held an AFSL under which financial advisers operated include JBWere Ltd, and up until 31 May 2021: 

  • GWM Adviser Services Ltd (which operated the brands MLC Financial Planning, Advantedge Financial Solutions, MLC Advice and Garvan Financial Planning)
  • Apogee Financial Planning Limited
  • GPL (VIC) Ltd (formerly Godfrey Pembroke Ltd)
  • Meritum Financial Group Pty Ltd
  • National Australia Bank Ltd (which operated NAB Financial Planning)

How we’ll contact you

If you’re affected by one of our wealth remediation programs, we’ll contact you by letter, phone, email or SMS.

If you suspect that a communication you receive from NAB is not genuine, please contact us.

We’re here to help

If you have any questions or concerns, please contact our Wealth Remediation Support Centre:

Call us on 1300 405 562 between Monday to Friday, 8:00am to 6:00pm (AEST/AEDT) , or +61 3 8372 8588 if you are calling from outside Australia or email us at wealthremediation.enquiries@nab.com.au

If your enquiry is related to a deceased estate please contact us on 1300 610 677.

Information about Adviser Service Fees

What is an Adviser Service Fee?

These are ongoing fees that may have been charged by your financial adviser for providing ongoing advice such as an annual review. These fees may have been paid directly by you, or from products you held.

How to get more information about your review

You can call us on 1300 405 562 between Monday to Friday, 8:00am to 6:00pm (AEST/AEDT) , (+61 3 8372 8588 if you are calling from outside Australia).

Who should have provided me with ongoing advice services?

The financial adviser you held an ongoing service agreement with and paid ongoing Adviser Service Fees to.

MLC temporary super account transfer

How to transfer the refund payment in your fee-free MLC temporary super account to your current super fund

You can choose one of the following methods:

  1. Access your current super fund’s online rollover tool. 
  2. Use the ATO rollover tool
  3. Complete and sign the MLC Payment Instruction Form below and return it by email or post.

We will then process your request on behalf of the MLC super fund trustee. 

How to transfer your payment to your bank account if you are entitled to access super 

You can transfer superannuation money to another bank account if you are entitled to access your super. Complete and sign the MLC Payment Instruction Form below and return it by email or post.

Other payments

To have your payment deposited into an Australian bank account instead of receiving a cheque, complete and sign the Domestic EFT Payment Instruction form (PDF, 316KB) below and return it by email or post.

Find out which wealth remediation form you need

Move funds from a fee-free MLC temporary super account MLC Payment Instruction Form (PIF) (PDF, 605KB)
Move super funds to a bank account as I’m entitled to access my super MLC Payment Instruction Form (PIF) (PDF, 605KB)
Deposit a payment into an Australian bank account (including a complaint settlement) instead of receiving a cheque payment Domestic EFT payment Form (PDF, 316KB)
Deposit a non-super or investment payment into an international account International Payment Instruction Form (PDF, 752KB)
Appoint a nominated Power of Attorney

Wealth Remediation Power of Attorney Guide and Form (PDF, 1MB).

This form is for wealth remediation customers only.

How to return your form

You can return your completed form by email or post:

Email: wealthremediation.enquiries@nab.com.au

or

Posting within Australia:

National Australia Bank Wealth Remediation Support Centre
Reply Paid 91839
ABBOTSFORD
VIC 3067

Posting from overseas:

National Australia Bank Wealth Remediation Support Centre
PO BOX 362
ABBOTSFORD
VIC 3067
Australia

Important information