Resolving Problems

At Medfin we welcome the opportunity to listen to your opinions and to improve our client service in any way possible. If our service does not meet your expectations or you would like to give us a suggestion about how we can improve, please contact us by using one of the following alternatives.

5 ways to raise an issue with Medfin

1. Feedback form
Submit feedback online using the feedback form on the left-hand navigation

2. Call us
Contact Client Services on 1300 728 718 or your Relationship Manager

3. Email
Send us an email to Medfin@nab.com.au or email your Relationship Manager.

4. Speak to us directly
Come and see us at one of our offices and speak to us directly.

5. Write to us
Client Services, Medfin Australia Pty Ltd, NAB Place, Level 3, 2 Carrington Street Sydney NSW 2000.

Fast resolutions to your concerns

Every issue raised with Medfin will be addressed as quickly as possible. If an issue cannot be resolved immediately, we will contact you on the next working day to discuss the ongoing process.

Most general issues are resolved within one business day. If your issue cannot be resolved on that day, Medfin aims to find a resolution within five working days. If more time is required for investigation, we will advise you by using your preferred communication method.

Going a step further? Our internal feedback process

We’re here to help, so if you feel that Client Services or your Relationship Manager haven’t resolved the issue, the next step is to escalate your concerns to one of our leaders. Phone 1300 361 122 or email Medfin@nab.com.au  and our Client Service representative will connect you to the appropriate leader.

 

Need more options?

If your concerns haven’t been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Website: afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

In writing to:  Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that’s free to consumers.

We want to do everything we can to resolve any problem you have, so it’s important that you have raised your issue with Medfin before going to AFCA. Approaching Medfin directly should result in a quicker resolution. In fact, AFCA will encourage you to work with us before they commence their investigation.