Our complaint process
We’re committed to treating your feedback seriously, and resolving any issues as quickly and fairly as possible.
When you raise a concern or complaint we’ll aim to:
- Acknowledge your issue and give you assurance that we’ll investigate
- Give you an explanation of what happened and why
- If required, work with you to reach a fair resolution
- Where possible, make changes to avoid future recurrences
Your second point of contact
If our Customer Service Representative or their Manager has been unable to resolve your complaint you can ask for your complaint to be escalated to our dedicated Customer Response Team, who manage complex or unresolved customer complaints.
Alternatively you can contact the Team directly at firstname.lastname@example.org
Please outline the details of your complaint including who has been assisting you, attach any relevant documents, including the policy and/or investment number impacted by your concerns.
Insurance & Financial Services Ombudsman Scheme Inc.
If AMP is unable to resolve your complaint, you could be eligible to receive assistance from the IFSO Scheme.
The IFSO Scheme was set up in 1995 by the insurance industry to resolve disputes between insurance and savings companies and consumers. Membership of the IFSO Scheme is voluntary, independent, impartial and free to consumers; AMP is a participating member of the IFSO Scheme.
Please note that complaints to the Ombudsman need to meet certain criteria. For information on the service offered by the IFSO Scheme, and the types of complaints they can consider, please visit the Insurance & Financial Services Ombudsman website for more information.