How to file a complaint and get quick results from

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.
  
  
• 🔒 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:

• 📩 Acknowledgement: 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.

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: Fraud charges, double debits, or unhelpful chargeback outcomes.
  
  
• 🔐 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.