New NAB CEO pens letter of thanks and support to customers



On his first day as NAB Group Chief Executive Officer Andrew Irvine introduced himself to customers and reiterated the bank’s support on key issues, including the rising cost of living and scams.

Watch NAB CEO Andrew Irvine in this video address to customers



In the letter and accompanying video, Mr Irvine says the bank is here to help customers with their financial needs and support is always available for those experiencing financial difficulties.

“Prices have surged during the past two years as inflation impacts the cost of living,” he says.

“While we are optimistic the situation will improve towards the end of the year, we know that many Australian households and businesses are doing it tough right now. If you are concerned, we’re here to help.”

Mr Irvine also thanks the bank’s customers and says his focus in his first few months will be on listening and learning about the experiences of customers and colleagues.

The following is a copy of the letter that will be emailed to customers.

Hi Customer,

Thank you for banking with National Australia Bank (NAB).

I want to introduce myself as your new NAB Group Chief Executive Officer and share how we continue to support customers.

This is an exciting opportunity and I am honoured to lead NAB, a bank that for 160 years has been supporting the financial needs of so many Australians. I’m proud to continue that work and acknowledge my responsibility to you as a customer, as well as our 38,000 colleagues.

During more than 20 years in banking I’ve learned that delivering the best experience for customers should be at the heart of why we come to work each day.

To achieve this, everyone at NAB is focused on continuing to modernise our bank and become simpler and better.

We also want to help our communities prosper. Our ambition is to help you grow financially, whether you are buying a home, building a business or making ideas flourish.

Relationships are at the core of NAB. I have seen the importance of this when meeting and listening to customers and colleagues right across Australia since joining the bank in 2021.

There are some areas we are doing well and some where we need to improve. I will continue to listen to your feedback and take action to make this bank better.

I have also heard that there are two major issues that are impacting Australians right now, and we’d like you to know we are here to help.


Support is available when you need it

Prices have surged on almost everything during the past two years as inflation impacts the cost of living.

While we are optimistic the situation will improve towards the end of the year, we know that many Australian households and businesses are doing it tough.

If you are concerned, we’re here to help. Our NAB Assist team are available to chat about the many ways we can support you. You can find out more at


Protecting you against scams

Scams have become an increasing global threat as criminals try to rob hard-working Australians.

We are investing in the best people and technology to help protect customers, including monitoring personal accounts 24/7.

For more information on the latest scams or what you should do if you think you have been scammed, visit

There’s lots to do and I’m excited to get on with it.

In this video message on I share more about myself and my reflections on the tremendous opportunity ahead.

In closing, I want to thank Ross McEwan who during his time as CEO of NAB always put customers and colleagues front of mind.

Thank you again for banking with NAB,

Andrew Irvine





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