How do I make a complaint to NAB and get it fixed?
Making a complaint to NAB about a bank error, unauthorised transaction, or hardship? See your rights and escalate free to AFCA if NAB does not fix it.
Regulator
Australian Financial Complaints Authority (AFCA)
Key legislation
Banking Code of Practice, ePayments Code, and (for credit) the National Consumer Credit Protection Act 2009
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to Australian Financial Complaints Authority (AFCA) is prepped and ready.
If you are unhappy with something NAB has done, whether it is an error on your account, an unauthorised transaction, or a repayment problem you cannot manage, you have real rights. As a subscriber to the Banking Code of Practice, NAB must consider a hardship variation when you ask, which can mean paused, reduced, or restructured repayments. If NAB has made a mistake on a transaction or on your credit file, it must correct that error. Knowing this puts you on solid ground before you complain.
Put your complaint in writing so there is a clear record. Describe what happened, what you want fixed, and the date it occurred. If you did not contribute to an unauthorised transaction, say so clearly, because under the ePayments Code you are generally not liable for that amount. If you are asking for hardship help, request that NAB consider varying your repayments. Ask NAB to correct any error it made on a transaction or on your credit file, and keep copies of everything you send.
NAB should answer a formal complaint within 30 days. If that deadline passes without a proper response, or you are not satisfied with the outcome, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is the free, independent body for banking and credit disputes. It can direct a bank to fix an error, waive a fee, or reassess a hardship application. There is no cost to you to lodge a complaint with AFCA, so escalating is worth doing if NAB does not resolve things.
Frequently asked questions
What can I complain to NAB about?
You can complain about a mistake on your account, an unauthorised transaction, an error on your credit file, or a repayment problem you cannot manage. NAB must correct errors it has made on a transaction or on your credit file, and as a Banking Code of Practice subscriber it must consider a hardship variation when you ask for one.
How long does NAB have to respond to my complaint?
A formal complaint should be answered within 30 days. If that time passes without a proper response, or you are not happy with the answer you get, you can take the matter further by escalating to AFCA, the free and independent dispute body for banking and credit.
I did not authorise a transaction. Am I liable?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. Explain clearly in your complaint that you did not authorise or contribute to the transaction, and ask NAB to correct the error. If NAB does not fix it, AFCA can direct the bank to do so.
Can I ask NAB to pause my repayments?
Yes. As a subscriber to the Banking Code of Practice, NAB must consider a hardship variation when you ask. That can mean paused, reduced, or restructured repayments. Put the request in writing. If NAB refuses or does not properly consider it, AFCA can direct the bank to reassess your hardship application at no cost to you.
Does it cost anything to escalate to AFCA?
No. AFCA is the free, independent body for banking and credit disputes. Lodging a complaint costs you nothing. AFCA can direct a bank to fix an error, waive a fee, or reassess a hardship application, which makes it a genuine option if NAB does not resolve your complaint within 30 days.
What if NAB just ignores my letter?
Silence is not a dead end, it is a deadline breach. NAB is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to AFCA (the Australian Financial Complaints Authority) arrives pre-filled and ready to lodge. Escalating is free.
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Open the NAB armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.