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 Complaints Manager
                Level 8
                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 Advice Review Panel is a final complaint review point at AMP for our customers.

You are welcome to refer a matter to this panel when:

  • you’ve gone through AMP’s complaint resolution process via the AMP Advice Complaints team, and you are not satisfied with the outcome, and
  • no complaint has been made to an external dispute resolution body or no legal proceedings have commenced.

You have two years after the AMP Advice Complaints team’s final decision to refer an eligible matter to the panel.

This is a free service for AMP customers, who have AMP financial advisers.

Email      reviewpanel@amp.com.au

Write      Advice Review Panel Manager
                Level 5
                750 Collins Street
                Melbourne VIC 3008

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 deals with unresolved complaints about financial advice, along with a range of other financial, insurance or investment products or services. This is a free service. Go to www.fos.org.au for more information.

Phone    1300 780 808

Email      info@fos.org.au

Fax          03 9613 6399

Write      GPO Box 3
                Melbourne VIC 3001
 

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.

Why choose AMP for financial advice?

Choose the right insurance for your needs

Find out more

Manage your accounts online

Get back in contact with AMP

Update your details