Feedback and complaints


Let us know your thoughts so we can keep on improving.

Our goal at AMP is for our customers to receive high quality, excellent customer service from our people. If you have any feedback, positive or constructive, we’d like to hear about it.

More importantly if you have a complaint let us know so we can put things right.

Thanks to feedback and complaints we learn what we’re getting right and where we can improve.

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 first point of contact

AMP Wealth Management


KiwiSaver


Call 0800 267 7594 Mon-Fri 9am-5pm

Email kiwisaver@amp.co.nz


NZRT


Call 0800 800 267 Mon-Fri 9am-5pm

Email workplaceadmin@amp.co.nz


Investments


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
New Zealand

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 customerresponse@amp.co.nz

Please outline the details of your complaint including:
•  the policy and/or investment number
•  any relevant communication about your concerns

Insurance & Financial Services Ombudsman Scheme Inc.
(IFSO Scheme)


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.

Important information

While care has been taken to supply information on this website that is accurate, no entity or person gives any warranty of reliability or accuracy, or accepts any responsibility arising in any way including from any error or omission.

A disclosure statement is available from your Adviser, on request and free of charge.