Feedback and complaints
Our goal at AMP is for our customers to receive high quality, excellent customer service from our people. Thanks to feedback and complaints, we learn what we’re getting right and where we can improve.
AMP defines a complaint as an expression of dissatisfaction about our service, products, or processes, where a response or resolution is expected. If you have feedback or a complaint, we’d like to hear about it. More importantly if you have a complaint, please let us know so we can put things right.
If you need any additional support to assist you through our complaints process, please refer to our additional care and support for customers experiencing vulnerability resources as well.
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 within 48 hours and give you assurance that we’ll investigate further.
• Give you an explanation of what happened and why.
• Work with you to reach a fair resolution.
• Where possible, make changes to avoid future recurrences.
Step 1 – Raise your complaint with our Customer Services Team
Using the contact details provided below, raise your complaint with our Customer Services Team. Once a complaint has been raised, it will be assigned to the relevant Customer Service Manager who can assist you further.
AMP Wealth Management
KiwiSaver
Call 0800 267 5494 Mon-Fri 9am-5pm
Email kiwisaver@amp.co.nz
NZRT
Call 0800 800 267 Mon-Fri 9am-5pm
Email workplaceadmin@amp.co.nz
Investments (AMP Managed Funds, Term Deposits, AIS & SIP)
Call 0800 267 111 Mon-Fri 9am-5pm
Email investments@amp.co.nz
General Insurance
Call 0800 505 234 Mon-Fri 9am-5pm
Email contactus@gi.amp.co.nz
AMP Shareholder Enquiries
AMP Share Registry
Private Bag 92119
Auckland 1142
Step 2 – Escalation to our AMP Customer Resolution Team
If one of our Managers have been unable to resolve your complaint, you can ask for your complaint to be escalated to our dedicated Customer Resolution Team who manage complex or unresolved customer complaints.
If your complaint is escalated to our Customer Resolution Team, we will send you an acknowledgement to confirm this within 48 hours.
Alteratively, you can contact the Customer Resolution Team directly at complaints@amp.co.nz
Step 3 – Referral to our External Dispute Resolution Scheme
If our Customer Resolution Team has been unable to resolve your complaint, we will provide you with a letter of deadlock so that you can escalate your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO).
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.
