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

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

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 TribunalThe 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. 

Answers to your questions

No.

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

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