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 outcome of AMP’s dispute resolution process, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. AFCA can only help you once your issue has been reviewed through AMP’s internal dispute resolution process. Their contact details are:

Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia

Ph:        1800 931 678
Email:    info@afca.org.au
Online:  afca.org.au

There may be a time limit for referring your complaint to AFCA. You should contact them or visit their website 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 Australian Financial Complaints Authority (AFCA)
  • 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 AFCA.

AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. AFCA can only help you once your issue has been reviewed through AMP’s internal dispute resolution process. Their contact details are:

Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia

Ph:        1800 931 678
Email:    info@afca.org.au
Online:  afca.org.au

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

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