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, our Customer Remediation teams are working hard to put things right, quickly. Sometimes this means providing payments to our current and former customers, and applying fixes to prevent reoccurrence.
If we’ve contacted you about a remediation, you can find out what to expect below.
What happens if you’re owed a refund
If we owe you a refund or payment, our NAB Customer Remediation team will contact you via 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, we’ll process a deposit directly into your account. You’ll receive either a notice providing details of the refund or a notification to view the refund information in Internet Banking. To view a copy of the notice, log into Internet Banking and click on Messages. Learn how to download and view online statements and letters.
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.
An eligible account is an open account that is held in the same name as the impacted account, and where funds can be deposited and accessed without incurring associated fees or interest charges.
If you don’t have any transactional accounts in the same name or solely your name, we’ll ask you to provide payment instructions. We can’t provide cheque or cash refunds, and we’re unable to pay your refund into a credit card.
If the impacted account was held in joint names, we’ll contact all account owners about their share of the refund.
Providing your payment instructions
The quickest and easiest way to provide your bank details is through the Payment instruction form. You’ll be asked to provide your reference number and refund amount from the letter or email you received, and your date of birth. You’ll 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.
Provide your payment details
Quickly and easily provide your bank details through our Payment instruction form.
Further assistance
If you’ve been affected by a remediation and you have a question or query, our Customer Remediation Team is here to help.
If you aren’t satisfied with our response, you can raise a complaint or provide feedback.
If your concerns haven’t been resolved to your satisfaction, you can contact the Australian Financial Complaints Authority (AFCA) on 1800 931 678 or by email.
We recommend contacting AFCA within six months from the date at the top of your letter, as time limits might apply.
The information on this page is not relevant to the remediation programs conducted by our Wealth division. Find out more about these programs on our wealth remediation page.
Other ways we will contact you
You may have been contacted by us from one of the phone numbers or emails listed in the following table. We may also ask you to contact us on one of these numbers.
| Phone Numbers | |
|---|---|
| 1800 370 777 | |
| 1300 604 507 | |
| 03 9322 6699 | |
| 1800 290 550 | Email |
Help and support
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If you have any questions regarding the tax implications of your payment, please discuss these with a registered tax agent or with the Australian Taxation Office.
The Australian Tax Office also provides general information, opens in new window for people who have received a payment from a bank remediation.
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There are a number of factors that can determine how your payment has been calculated. In some instances, NAB uses assumptions to determine the total payment amount. If you have any questions about how your payment was calculated, you can contact us on 1800 370 777.
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If we determine that you are eligible for a remediation payment, in most circumstances we’ll send you a letter, email or SMS with details regarding the remediation and your payment. We will never send you a link, we will only send information.
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NAB is unable to hold onto the funds if you don’t provide your payment details.
For amounts of $500 and above, NAB will pay these funds to ASIC as unclaimed money. For information about unclaimed money and how to make a claim, visit moneysmart.gov.au, opens in new window
For amounts below $500, NAB will required to pay these funds to charity. You can still claim funds that we’ve paid to charity by contacting us.
If you’d like to make a claim for a remediation amount owing to you, or for more information on the above, please contact our Customer Remediation Team on 1800 370 777.
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Any funds in or owing to a deregistered company’s bank account must be paid to ASIC in accordance with the Corporations Act. Funds sent to ASIC on behalf of a deregistered company will be searchable on ASIC’s MoneySmart Website. Please refer to ASIC’s website for more information.
I’ve received a letter inviting me to participate in a loan review. What is this?
From time to time NAB may identify customers whose home loans we’d like to ensure are set up correctly. Often no further action is required, but sometimes we might identify a circumstance where a loan could be entitled to compensation. Learn about our loan review program.
Contact us
Call us
Monday to Friday, 10:00am to 5:00pm (AEST/AEDT)
Email us
Questions? Email us your query and include your reference number.
Important information
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