We do what's right by our customers

At AMP we are committed to helping you and doing what's right by our customers. We care about what you think and welcome your compliments, complaints and suggestions. If you are unhappy with any part of your experience, we want you to tell us. We’re here to make things right for our customers when there's a mistake. We aim to be fair, efficient and transparent when we consider any complaint.
If you do have a concern, or feedback, here’s what to do and how we can help. There's no charge to use our complaints process.
 

How do I lodge a complaint?

If you are dissatisfied with AMP, or our complaints handling process, and you need a response or resolution then you have a complaint. You can let us know in whichever way is best for you:

  • Website: use our Contact Us feedback portal
  • Social media: contact us using Facebook @AMPaustralia or Twitter @AMP_AU #complaint
  • In writing: send us a letter via email or post to the addresses below
  • In person or by phone: speak to one of our staff in person or contact us through our contact centres, using the numbers below.
     

Resolving your complaint

We are committed to resolving complaints as quickly as possible, preferably when we first receive the complaint. Where a complaint cannot be resolved immediately, we will give you a timing estimate for resolution, and update you at regular intervals. 

Find out more

We’ll let you know:

  • the process for how your complaint will be resolved
  • the person who will be responsible for handling your complaint
  • the status of your complaint at different times
  • the expected timeline for your complaint to be resolved
  • your role in getting the complaint concluded.

We aim to resolve complaints immediately and if not, within 5 business days of receipt of your complaint. If this is not possible, we’ll provide you with a final response within the industry time limits set for each type of financial product.

General insurance: 15 business days
Default notices: 21 calendar days
Hardship notices: 21 calendar days
Banking services or guarantees: 45 calendar days
Electronic transactions: 45 calendar days
Superannuation or traditional services: 90 calendar days
All other financial services: 45 calendar days

If we are unable to resolve the complaint within the required timeframe, we will provide you:

  • the reasons for the delay
  • the date by which you can reasonably expect to hear the outcome of our investigation
  • monthly updates on the progress of the complaint
  • the contact details of the Australian Financial Complaints Authority (AFCA).

At this point you will have the right to take your complaint to AFCA for a determination.

AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. Their contact details are:

Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia

Phone 1800 931 678
Email info@afca.org.au
Online: afca.org.au

There may be a time limit for referring your complaint to AFCA, usually two years from when you receive your complaint outcome from AMP.  You should contact them or visit their website for more details.

Where to go to for help

Superannuation, insurance and investment products and services

AMP Capital products and services

Financial advice

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

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

What if I am not happy with the outcome?

If you're not satisfied with the outcome, you can take your complaint to the:

  • Australian Financial Complaints Authority (AFCA)
  • AMP Customer Advocate.

Both provide a free and fair review of your complaint.

If you are not satisfied with the outcome of your complaint that you have received from AMP, you do not need to contact the AMP Customer Advocate before contacting AFCA or taking other action. However, we’d like the opportunity to help you, which is why we’ve appointed the AMP Customer Advocate.

If you do contact the AMP Customer Advocate and are not satisfied with the outcome of the review of your complaint, you still have the option to contact AFCA.

Australian Financial Complaints Authority

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. Their contact details are:

Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia
Phone: 1800 931 678
Email: info@afca.org.au
Online: afca.org.au

There may be a time limit for referring your complaint to AFCA, usually two years from when you receive your complaint outcome from AMP. You should contact them or visit their website for more details.

Visit online

AMP Customer Advocate

Phone: 1300 074 235
Email: customeradvocate@amp.com.au

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. 

You do not need to contact the AMP Customer Advocate before contacting AFCA or taking other action. However, we’d like the opportunity to help you, which is why we’ve appointed the AMP Customer Advocate.

Learn more