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.
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Call 132 652 between 8am and 6pm AEST/AEDT,
Monday to Friday (+61 3 8634 4721 if you are calling from outside Australia) |
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Call 133 652 between 8am and 7pm AEST/AEDT,
Monday to Friday (+61 3 8872 3107 if you are calling from outside Australia) |
- Whole of Life, Endowment and Pure Endowment
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Call 133 771 between 8.30am and 5pm AEST/AEDT,
Monday to Friday |
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Call 1300 557 586 between 8am and 6pm AEST/AEDT,
Monday to Friday |
- National Australia Trustees
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Call 1800 036 172 between 9am and 5pm AEST/AEDT,
Monday to Friday |
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
MLC Complaints Resolution
GPO Box 4341
Melbourne Victoria 3001
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:
customeradvocate@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):
Website: afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001 |
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.
