Complaints

We're here to help

We're here to help

We care about what you think and welcome your compliments, complaints and suggestions. We also stand behind our products and services and this means we’re here to make things right for our customers when there’s a mistake. If you do have a concern, or feedback, here’s what to do and how we can help. 

 

Where to go for help

If you have a complaint about your financial advice, here’s what to do and how we can help. Find out more.

Phone    131 267

Email      askamp@amp.com.au

Phone    13 30 30

Email      info@ampbanking.com.au

Phone    1800 658 404

Email      clientservices@ampcapital.com

The AMP Customer Advocate is here to help you. If you’re not satisfied with how we have resolved your complaint, you can contact the AMP Customer Advocate for assistance.

Find out more

If you aren’t satisfied with the outcomes from AMP’s dispute resolution process, you can take your complaint to one of the below external dispute resolution bodies.

The Financial Ombudsman Service

Before 1 November 2018

The Financial Ombudsman Service (FOS) is an independent body that helps financial services providers and their customers resolve complaints. The service is free to consumers and paid for by financial service providers.

The contact details for FOS are:

Financial Ombudsman Service Australia

GPO Box 3

MELBOURNE VIC 3001, Australia

Phone: 1800 367 287

Email: info@fos.org.au

Website: www.fos.org.au

From 1 November 2018

You can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution.  This service is free to consumers.

The contact details for AFCA are:

Australian Financial Complaints Authority

GPO Box 3

MELBOURNE VIC 3001, Australia

Phone: 1800 931 678

Email: info@afca.org.au

Website: afca.org.au

There may be a time limit for referring your complaint to FOS or AFCA. You should contact them or visit their websites for more details.

The Superannuation Complaints Tribunal

Before 1 November 2018

The Superannuation Complaints Tribunal (SCT) is an independent tribunal that helps superannuation funds and their members to resolve complaints. This service is free to consumers.

The contact details for SCT are:

Superannuation Complaints Tribunal

Locked Bag 3060

MELBOURNE VIC 3001, Australia

Phone: 1300 884 114

Email: info@sct.gov.au

Website: www.sct.gov.au

From 1 November 2018

You can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution. This service is free to consumers. 

The contact details for AFCA are:

Australian Financial Complaints Authority

GPO Box 3

MELBOURNE VIC 3001, Australia

Phone: 1800 931 678

Email: info@afca.org.au

Website: afca.org.au

There may be a time limit for referring your complaint to SCT or AFCA. You should contact them or visit their websites for more details.

Australian Securities & Investments Commission

You may also contact the Australian Securities & Investments Commission (ASIC) with your concern and to learn more about your consumer rights.

Phone     1300 300 630

We stand behind our products and services

Our aim is to resolve your complaint straight away.

If we can’t, we’ll work to address your concern within 10 business days.

During this time, we will update you on the progress of your complaint, and will ensure you have a phone number to contact us directly about it.

If it takes longer than 10 business days to resolve your complaint, we’ll contact you and keep you updated.

  • Banking, insurance, investments or financial advice concerns: if we cannot address your complaint in 45 days to your satisfaction, we will let you know and why, and advise of your right to contact the Financial Services Ombudsman.
  • Superannuation: if we cannot address your complaint in 90 days to your satisfaction, we will let you know and why, and advise of your right to contact the Superannuation Complaints Tribunal.

Why choose AMP for financial advice?

Choose the right insurance for your needs

Find out more

Manage your accounts online

Get back in contact with AMP

Update your details