The AMP Customer Advocate

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.

What does the AMP Customer Advocate do?

The AMP Customer Advocate will help you by reviewing your complaint to ensure the outcome is fair and reasonable.

The AMP Customer Advocate is also responsible for ensuring our complaint-handling processes are accessible, robust and transparent, gaining a deeper understanding of customer perspectives and working to improve how we help our customers.

If you’re not satisfied with how we have resolved your complaint, you can ask the AMP Customer Advocate to undertake a review to ensure the outcome is fair and reasonable.

You will not be disadvantaged in any way if you ask the AMP Customer Advocate to review your complaint, and AMP will honour the outcome of the review.

How do I contact the AMP Customer Advocate?

When you make contact, you’ll need to provide your contact details, information regarding your complaint and your complaint reference number (if you have one).

You can contact the AMP Customer Advocate via:

The AMP Customer Advocate will acknowledge receipt of your request for a review within one business day of receiving it and the review will be completed within 30 days. If it will be longer, we will let you know.

If you haven’t first spoken to AMP’s internal dispute resolution teams, the AMP Customer Advocate will refer your complaint to the relevant area.

If you’re experiencing financial difficulties, please refer to our info page for information about who to call, as you may be able to seek assistance by claiming financial hardship.

Resolution options outside of AMP

If you do contact the AMP Customer Advocate and are not satisfied with the outcome of their review of your complaint, you can contact the following free external independent dispute resolution bodies.

The Financial Ombudsman 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

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. 

Frequently asked questions 

Yes. Their role is to help make things easier for you if you are not satisfied with how we have resolved your complaint.

Your first point of call however will be AMP’s internal dispute resolution teams. If you haven’t spoken to them first, the AMP Customer Advocate will refer your complaint to the relevant area.

All Australian individual and small business retail customers of AMP can contact the AMP Customer Advocate for help.  

You don’t need to contact the AMP Customer Advocate before contacting the Financial Ombudsman Service or the Superannuation Complaints Tribunal, or should you wish to take other action.

However, we’d like the opportunity to help you, which is why we’ve appointed the AMP Customer Advocate. 

In some situations, the AMP Customer Advocate will not be able to review your complaint. If this occurs, you will be contacted promptly and notified of the reasons.

Examples where you mightn’t be able to seek assistance include:

  • You’re not an Australian individual or small business retail customer of AMP.
  • The product or service you have a complaint about isn’t provided by AMP.
  • You’ve already contacted an external dispute resolution body and they’re reviewing your complaint, or have already reached an outcome.
  • You’ve started legal proceedings in relation to your complaint, or a legal outcome has already been determined.
  • There is a conflict of interest for the AMP Customer Advocate, such as having a personal relationship with you.

 

 

 

 

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