What you can expect
All our interactions will be respectful and professional. We listen to you and you will always get time to tell us about your experience.
Our complaint handling and feedback processes are easy to find and use. We will share with you what information may be needed and why.
We take ownership of what we do and commit to deliver on what we promise, we will keep you updated on the progress of your complaint.
How long does it take?
If AMP cannot resolve your issue immediately we will escalate to our Customer Resolution Team.
The timeframe in which we will aim to resolve depends on the type of complaint and product you have with the following indications subject to exceptional circumstances –
|Type of complaint||Timeframe|
|Credit related complaints1||21 calendar days after receiving the complaint|
|Superannuation trustee complaints||45 calendar days after receiving the complaint
|Superannuation death benefit distribution complaints||90 calendar days after receiving the complaint|
|Any other complaints||30 calendar days after receiving the complaint|
We always aim to resolve your complaint as quickly as possible. However, there may be exceptional circumstances where the timeframes may be extended. We will contact you if this is relevant to your complaint and explain your options.
1 Credit related complaints involving hardship notices or requests to postpone enforcement proceedings and default notices
In our response to your complaint, we will call you and provide a written explanation of:
- Our investigation into your complaint
- Attempts to resolve your complaint
- Reasons for our decision
- How you can access any documents considered
- How you can escalate the complaint to an external organisation (and their contact details) if your complaint has not been resolved to your complete satisfaction
Not happy with the outcome?
If an issue has not been resolved to your satisfaction, or if we have not responded within the above timeframes, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
AFCA provides fair and independent complaint resolution service that is free to consumers.
There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.
Support in hard times
If you are experiencing hardship or financial difficulty, please let us know as soon as possible so we can discuss your circumstances, possible solutions and additional support.
Whatever your difficulty, we are committed to treating you with sensitivity, compassion and respect, and will do what we can to help you get the support you need. For specific support needs:
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 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.