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

The Financial Ombudsman Service

If you aren’t satisfied with the outcomes from AMP’s dispute resolution process, you can take your complaint to the financial service industry’s independent dispute resolution service. The Financial Ombudsman Service (FOS) deals with unresolved complaints about financial advice, and other financial, insurance, banking and investment-related matters. This is a free service. Go to www.fos.org.au for more information.

  • Phone: 1800 367 287
  • Email: info@fos.org.au
  • Post: FOS Limited, GPO Box 3, Melbourne Victoria 3001

The Superannuation Complaints Tribunal

If you aren’t satisfied with the outcomes from AMP’s dispute resolution process, you can take your complaint to the superannuation industry’s independent dispute resolution organisation, the Superannuation Complaints Tribunal. The Superannuation Complaints Tribunal (SCT) deals with complaints about super in the areas of regulated super funds, annuities and deferred annuities, and retirement savings accounts. This is a free service. Go to www.sct.gov.au for more information.

  • Phone: 1300 884 114
  • Email: info@sct.gov.au
  • Post: SCT, Locked Bag 3060, Melbourne Victoria 3001

Please note that for FOS or SCT to consider your complaint you must raise it with them within the time limits they specify on their websites.

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.

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