Complaints

Financial advice

We stand behind our financial advice

This means we’re here to make things right for our customers when there’s a mistake. So if you have a complaint about your financial advice, here’s what to do and how we can help.

Your options at AMP

Most complaints are resolved when the adviser and customer work together. Your adviser is obliged to address your complaint in three business days.

If your adviser cannot resolve, to your satisfaction, your complaint within three business days or, if you would prefer to go directly to AMP with your complaint, you can contact our AMP Advice Complaints team.

Our specialist complaints team is also here to help. Email or write to us about your concern:

Email      advicecomplaints@amp.com.au

Phone     1800 812 388

Write       National Manager, Advice Complaints 
                 Level 16
                 33 Alfred Street
                 Sydney NSW 2000

We will acknowledge your complaint within five days. We’ll call because we’d prefer to talk to you on the phone, but we may also email or post you a letter, to let you know we’ve received your complaint and how we’ll work to resolve it.

You’ll have a dedicated person to oversee and investigate your concern, and you’ll be given their name and contact details. This person will ensure you are regularly updated.

During the investigation process, we may need information from third parties, such as the product provider. We’ll ask for your permission to access the information we need.

Our aim is to resolve your concern as quickly as possible.

If for some reason we cannot address your complaint in 45 days, we will let you know and why.

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

Answers to your questions

No.

Yes. Your information is protected by confidentiality and privacy regulations.

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