Had an issue with NAB? Get a real response.
NAB is one of the big four banks in Australia, assisting customers with services like online banking, bank accounts, credit cards, home loans and personal loans. There are many ways to submit a complaint through to NAB, including via phone call, through their online Feedback & Complaints Form, in person at any NAB branch, on their website or through in-app messaging, or by written mail. NAB will typically resolve a case on first contact, but it could also take up to 30 business days.
Most complaints reported by customers reference issues with online or in app banking, with the system being down, difficulty logging in, and incorrect balances. Other problems reported by customers also refer to other transaction issues like fraud charges, double debits, or unhelpful chargeback outcomes.
Once the complaint has been sent, NAB will do an internal review to check what steps they should take next, with more complex issues going through the NAB Internal Complaints Unit. If the result isn’t what you hoped for, or you haven’t heard back from a rep at NAB, you have the choice to escalate the issue internally for a senior review, refer it to NAB Resolve, or escalate it further to external parties.
How to submit a complaint with NAB
NAB makes it easy to raise a complaint using any of these trusted channels:
- Phone:
- Call NAB’s personal banking support on 13 22 65 (Mon–Fri 8am–7pm, Sat–Sun 9am–6pm AEST).
- For business issues, dial 13 10 12.
- Overseas? Use +61 3 8641 9083. Ask to lodge a complaint.
If unresolved, you’ll be referred to NAB Resolve.
- Online Form: Use NAB’s secure Feedback & Complaints form to submit a detailed complaint. It’s quick and tracks everything with a reference number.
- In Person: Head to any NAB branch. Speak to staff or a manager, who can help log the issue or escalate it.
d - NAB Internet Banking/App: Log in and send a secure message outlining your issue. Handy for non-urgent complaints.
- By Mail: Write to NAB Resolve, Reply Paid 2870, Melbourne VIC 8060. Include relevant account info and contact details.
You can also appoint someone (like a financial counsellor or family member) to complain on your behalf with your permission.
Here’s what to expect once your complaint is logged:
- Confirmation: You’ll receive a reference number (on the phone, via email, or by mail) so your case can be tracked.
- Initial Review: Many issues (e.g., fee errors or tech glitches) are resolved at first contact. Otherwise, it’s escalated.
- NAB Resolve: Complex matters go to NAB’s internal complaints unit. A case manager will investigate and stay in touch.
- Timelines: NAB aims to resolve most cases within 30 days. If it takes longer, they’ll update you every 10 business days.
- Resolution Contact: You’ll be notified by your preferred method with a clear explanation of whether your issue is fixed or further action is needed.
- Final Response: If you’re still not satisfied, NAB will explain how to escalate externally (like to AFCA).
NAB says, “We want to resolve any problem you have,” and their structured process reflects that.
Common complaints against NAB
Here’s what customers most often raise with NAB:
- Online/App Issues: Downtime, login failures, or incorrect balances - especially stressful during payment windows.
- Transaction Disputes: .
- Account Freezes: Funds blocked due to “suspicious activity” with limited communication.
- Service Experience: Long hold times, unreturned calls, or rude staff interactions.
- Fees & Charges: Unexpected or unexplained fees on closed or inactive accounts.
- Loan/Mortgage Concerns: Delays, errors in repayments, or dissatisfaction with approvals.
- Hardship Handling: Poor responses to financial hardship requests, an issue even ASIC has investigated.
- Admin Errors: Mistakes in processing, account closures, or misdirected statements.
- Mis-selling & Advice: Past complaints about being sold unsuitable products or poor financial advice.
Most of these can be fixed, but only if you raise them.
NAB complaints submitted through Ajust
I felt humiliated after visiting NAB’s Cheltenham branch. A staff member repeatedly spoke down to me and even rolled her eyes while dismissing my concerns. It felt personal and unprofessional, and despite reporting it, I never got a follow-up. I shouldn’t have to tolerate that kind of behaviour just to do my banking. - Gary
When I questioned why my crypto transaction was blocked, NAB’s fraud team treated me like a fool. The patronising tone and account restrictions left me feeling powerless and judged. I expect professional treatment and transparency, not a lecture. - Claude
NAB accused me of identity fraud and froze my accounts without giving me a chance to explain. I felt completely powerless. I just wanted to resolve the issue and access my money, but all I got was stonewalling. - Milani
After 40 minutes waiting at the King William branch, I still hadn’t been served. The deposit ATM was out, so we all had to queue, and the line didn't move. I left without being helped, totally frustrated and late for my next appointment. - Allan
How other consumers NAB complaints got resolved
Frozen Account After Car Sale
- Issue: Large deposit flagged as suspicious. Account frozen without warning.
- Fix: After escalating to AFCA, NAB reviewed the case, unfroze funds, and apologised.
$5,000 Fraud Charge Delayed
- Issue: Customer waited weeks for refund after disputed credit card fraud.
- Fix: NAB refunded the full amount + interest once the complaint was pushed up the chain.
Account Fee Charged on Closed Account
- Issue: Ongoing monthly charges despite account being closed.
- Fix: Refunded $60 in fees and apologised within one week of complaint.
If NAB hasn’t resolved your issue:
- Escalate Internally
- Ask for a senior review or refer it to NAB Resolve.
- Mention the Customer Advocate if your issue reflects a bigger fairness concern.
- Ask for a senior review or refer it to NAB Resolve.
- Contact AFCA (Australian Financial Complaints Authority)
- Free, independent, and binding for NAB if you accept their outcome.
- Lodge if:
- 30 days pass with no resolution, or
- You’re not happy with NAB’s final response
- Phone: 1800 931 678
- Online Submission Form
- 30 days pass with no resolution, or
- Free, independent, and binding for NAB if you accept their outcome.
- Consider Other Regulators
- Privacy issue? → Contact OAIC
- Wider misconduct? → Notify ASIC or ACC
- Legal Advice & Tribunals
- If the matter is serious and unresolved by AFCA, small claims courts or community legal centres can help.
Tip: NAB pays a fee per AFCA complaint. so this option often sparks a faster fix.
Your main avenues:
- AFCA – Free, impartial dispute resolution.
Make a Complaint | 1800 931 678
Email: info@afca.org.au | Mail: GPO Box 3, Melbourne VIC 3001 - ASIC – Report systemic financial misconduct.
Submit to ASIC - ACCC – Lodge complaints about deceptive conduct or advertising.
Contact ACCC - OAIC – Handles privacy breach complaints.
Make a Privacy Complaint - Legal Aid & Counselling –
National Debt Helpline: 1800 007 007
Consumer Action Law Centre (VIC), Financial Rights Legal Centre (NSW)
Most customers never need to escalate this far, but these bodies are here if you do.
- Lodge a Complaint with NAB
- Online Feedback Form
- NAB Complaints Handling Guide (PDF)
- NAB Resolve: Reply Paid 2870, Melbourne VIC 8060
- NAB Phone Numbers:
- Personal: 13 22 65
- Business: 13 10 12
- Overseas: +61 3 8641 9083
- Personal: 13 22 65
- AFCA – Make a Complaint
- Customer Advocate Office
- General Help & Support
NAB Complaints FAQs
How can I submit a complaint to NAB the easiest way?
You can submit a complaint to NAB by phone, online form, in-branch, secure message, or mail. Online is the fastest and most trackable. If you’re time-poor or need proof of submission, NAB’s secure online feedback form gives you a reference number and keeps a record. Ideal for follow-up or escalation later.
What should I expect after I lodge a complaint with NAB?
You’ll get a reference number and usually a quick initial review, with complex issues going to NAB Resolve for investigation. NAB aims to resolve most cases within 30 days. If it takes longer, they’ll update you every 10 business days. You’ll be told the outcome by your preferred contact method, and next steps if needed.
What are the most common types of complaints people make against NAB?
Most NAB complaints involve online/app errors, transaction disputes, account freezes, or unexpected fees. Customers also often report delays with loans, poor hardship support, or unresolved service issues. These pain points can usually be resolved, if you raise them.
What can I do if NAB doesn’t resolve my complaint?
If your issue isn’t fixed, you can escalate internally or go to AFCA for a binding, independent decision. You can ask for a senior review or go through NAB Resolve. If it’s still unresolved after 30 days (or if the final result doesn't satisfy) you can lodge with AFCA at no cost.
You’ve done your part, now it’s time to hold NAB accountable.
Take the final step and submit a complaint that gets seen and responded to.