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NAB under fire over financial planners Source: The Age, February 20, 2015 The National Australia Bank has quietly paid millions of dollars in compensation to hundreds of clients given what it considers inappropriate financial planning advice since 2009. A cache of confidential internal documents obtained by Fairfax Media reveals that, according to NAB, 31 of its financial planners were terminated, suspended or had their resignations "ensured" due to conflicts of interest, inappropriate advice, inappropriate practices or repeated compliance breaches. That figure does not include sackings from the NAB-owned Meritum advice operation, which, according to NAB, has terminated six financial advisers in two years. One August 2014 "advice review" document, authored by NAB's head of wealth, Andrew Hagger, says "we have highlighted a number of other major incidents from over the past five years (some completed and some ongoing) including those related to replacement insurance advice, gearing advice, and the adequacy of resources devoted to clients complaints handling." The document was circulated as NAB was being criticised and forced to pay hundreds of millions of dollars in compensation to customers in its UK arm for mis-selling of insurance products. It confirms that "rogue advisers" operated within NAB Wealth, and speaks of "other major incidents" from the past five years in which some advisers forged their clients' signatures and manipulated documents in attempts to cover up misconduct. Investigations into three of these cases were "continuing" at the the document was written. Disturbingly, the document states that these instances were not detected by the bank's internal controls, but through client complaints or queries by authorities. The NAB documents were provided to Fairfax Media by a concerned internal bank whistleblower, who was not willing to trust NAB's whistleblower protection policies. The whistleblower has told Fairfax Media of a volatile, toxic and Machiavellian culture within NAB Wealth. "I'm providing this information because a lot of us are frustrated with the 'motherhood' statements and lack of commitment by management to take these issues seriously," the whistleblower said. Mr Hagger told Fairfax Media that the bank had paid between $10 million and $15 million in compensation to 750 customers for inappropriate advice since 2009. When asked whether every client of advisers NAB had sacked, suspended or forced to "resign" had been offered a review of their files, and compensation if warranted, Mr Hagger said clients were contacted on a case-by-case basis. "Where we believe it's appropriate to advise customers we have done so," he said. "In many cases we've written to customers and have offered them an advice review ... in some cases that has also led to compensation." He said NAB Wealth did not have "systemic issues" but "we do have individual cases" of poor advice within its network of 1700 advisers. He said NAB Wealth had a "proud track record" and had "very high industry standing". Question: What are the ethical concerns about NAB's financial advisory services
