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Chat live with one of our Consultants between 8.00am and 6.00pm AEST/AEDT, Monday to Friday.

Complaint Resolutions - we're here to help

We like our customers to be happy. If you're disappointed with any of our products, or the service you've received so far, we'd like an opportunity to put this right. So here's how you can give us your feedback.

Call us - on one of the numbers below and describe the problem, or ask your financial adviser to call for you. We can usually sort it out immediately.

If we can't resolve your problem over the phone, or you're not satisfied with the outcome, ask to have your matter escalated to MLC Complaint Resolutions (MLC's complaints handling team) or write to us at:

complaints@mlc.com.au

or

'Notice of Complaint'
The Manager
MLC Complaint Resolutions
PO Box 1086
NORTH SYDNEY NSW 2059

We'll make every effort to resolve your complaint as quickly as possible, and let you know what's happening if the process takes longer than expected.

Customer Advocate, Wealth

We invite you to make contact with the Customer Advocate, Wealth if you're not satisfied with the outcome or your experience with MLC Complaint Resolutions. When you contact the Customer Advocate, Wealth please include details and any dispute reference number you were provided. The Customer Advocate, Wealth is unable to review disputes that have been referred to, or determined by the Australian Financial Complaints Authority (AFCA).

To contact the Customer Advocate, Wealth write to:

wealth.customer.advocate@nab.com.au

or

Office of the Customer Advocate, Wealth
PO Box 1086
NORTH SYDNEY NSW 2059

If your complaint remains unresolved

We'll do our best to address your complaint within 28 days. If your concerns haven't been resolved to your satisfaction, or we haven't responded to you within 90  days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):  

Time limits may apply to lodge a complaint with AFCA, so you should act promptly. You can check the AFCA website to find out if a  time limit applies or when the time limit relevant to your circumstances expires.

AFCA cannot assist you to resolve a complaint unless you first refer the complaint for consideration and resolution to the Trustee's own enquiries and complaints procedures.