What should I do if I have a complaint?
If you have any complaints about the service provided to you, you should take the following steps.
Contact us and tell us about your complaint.
If you adviser has not satisfactorily resolve your complaint within 3 days, please contact our Advice Dispute Resolution Team on:
In writing to:
Advice Dispute Resolution Team
Godfrey Pembroke Limited
Level 2, 105–153 Miller Street
North Sydney NSW 2060
Phone:
1800 611 950 (free call)
Email:
advice.complaints@nab.com.au
If the complaint isn’t resolved or isn’t resolved to your satisfaction, or you have not received a response within 45 days, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA):
In writing to:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
AFCA provides fair and independent financial services complaint resolution that’s free to consumers. 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.