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 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

Answers to your questions

No.

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

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