Complaints process

1
Tell us what's happened

The first thing you can do is let us know what has occurred. Call, email, write or lodge a complaint online.

2
We receive your complaint

You will receive an acknowledgement within 1 business day and a representative from our team will keep you up to date on the progress at least every 10 days.

3
We will resolve your complaint

Our team will work with you to help resolve your complaint as quickly as possible. You can read more about our commitment to resolving your complaint on our complaints handling page.

How do I raise a complaint?

Let us know what has occurred, call the appropriate number below, email or write to us or use our online complaint form.

The complaint resolution process is free of charge. We will do all we can to resolve your complaint as quickly as possible.

What should I include in my complaint?

If our customer service consultant cannot resolve your complaint straight away, they will escalate your complaint to the Customer Resolution Team. 

To assist us deal with your complaint quickly, please include the following information:

  1. The word 'Complaint' in the heading or subject line of the email
  2. Your name and contact details, including your preferred phone number and email address
  3. Detailed description of your complaint 
  4. Copies of any supporting documents 
  5. The outcome you would like

We recommend you keep a copy of your complaint and original documents for your records.

You can find out what to expect once you have submitted your complaint and our our resolution times on our complaint handling page.

Raise a complaint online

Don't have time to give us a call? Fill in our online form instead.

Banking

Superannuation

Financial Advice

North

AMP Capital

Help making a complaint 

If you need support or help to make a complaint you can ask an authorised representative, family member or friend to contact us on your behalf. We need your permission to speak with anyone else about your complaint, this can be verbally or in writing.

If you have a hearing or speech impairment you can use the National Relay Service to help get in touch with us:

TTY (Text Telephone) users  Call 133 677 then ask for the AMP telephone number you wish to contact
Speak and Listen (speech to speech relay) users  Call 1300 555 727 then ask for the AMP telephone number you wish to contact.
SMS Relay Service Text 0423 677 767
Internet relay users  Visit the National Relay Service website.
Translating and Interpreting Service (TIS National) Call 131 450

Not happy with the outcome?

The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers. 

If your complaint has not been resolved to your complete satisfaction or in the required timeframe, you can lodge a complaint with AFCA:

Call  1800 931 678
Email info@afca.org.au
Write Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Important information

This information is provided by AWM Services Pty Ltd (ABN 15 139 353 496), AFSL No. 366121 (AWM Services), is general in nature only and hasn’t taken your circumstances into account. Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement, Target Market Determination or Terms and Conditions available from AMP at amp.com.au or by calling 131 267.

Read our Financial Services Guide for information about our services, including the fees and other benefits that AMP companies and their representatives may receive relating to products and services provided to you. All information on this website is subject to change without notice. AWM Services is a part of AMP group.