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Edited by:
Ajust Content Team
Last updated:
February 12, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

How to submit a complaint with
AMP
 

AMP offers multiple ways to lodge a complaint, so you can choose what’s fastest and most convenient for you.

  • Online complaint form (best for a clear written record): Use AMP’s “Raise a complaint online” option and include your contact details, product details, a clear description of what happened, and the outcome you want.
  • Phone (best for urgent issues): Call the number that matches your AMP product so your complaint goes to the right team quickly.
  • Email or post (useful if you’re attaching documents): If you prefer written communication, you can email or write to AMP using the contact details listed below.

To help AMP resolve your complaint faster, include:

  • The word "Complaint" in your subject line (if emailing)
  • Your name and preferred contact details
  • Your account/product details
  • A short timeline (dates, amounts, key events)
  • Supporting documents (screenshots, statements, letters)
  • The resolution you are seeking

AMP states they will acknowledge your complaint within 1 business day and start working on it straight away.

What happens after you submit a complaint to AMP?

Once AMP receives your complaint, they follow a structured process designed to keep you informed and provide a clear outcome.

  • Acknowledgement: You should receive an acknowledgement within 1 business day.
  • Investigation: If your issue cannot be fixed immediately, it will be escalated to a Customer Resolution Team for investigation and follow-up.
  • Updates: AMP states they will keep you updated on progress at least every 10 days.
  • Timeframes (maximums):
    • Credit-related complaints: within 21 calendar days
    • Superannuation trustee complaints: within 45 calendar days
    • Superannuation death benefit distribution complaints: within 90 calendar days
    • All other complaints: within 30 calendar days

In the final response, AMP should explain what was investigated, the decision and reasons, what documents were considered, and how you can escalate externally if you are not satisfied.

Common complaints against
AMP

AMP complaints commonly relate to:

  • Customer service and communication: Difficulty getting clear answers, inconsistent follow-through, or needing multiple contacts to progress an issue.
  • Account access and verification holds: Accounts or cards being blocked due to ID checks or contact detail updates, sometimes creating urgency or disruption.
  • Fees, rates, and product suitability: Disputes about fees, interest rates, or not receiving an expected benefit due to eligibility conditions.
  • Delays in processing: Delays in payments, withdrawals, changes to products, or administrative updates that cause financial stress.
  • Superannuation administration: Processing delays, contributions issues, beneficiary or death benefit-related complaints (often with longer timeframes).

If your issue fits one of these categories, naming it clearly at the start of your complaint helps it reach the right team faster.

AMP
 complaints submitted through Ajust

How other consumers
AMP
 complaints got resolved

Complaint closed without a clear outcome: A customer followed up repeatedly after their complaint appeared to be closed without resolution. After escalation to a higher-level team, the issue was reviewed again and corrected.

ID and compliance documents not being actioned properly: A customer received repeated requests for documents and risked account disruption. After escalating to a manager and explaining the urgency, AMP accepted documents via an alternative method and confirmed the account could remain open.

Issue resolved quickly after reaching the right person: A customer initially struggled to get traction, then contacted AMP again and reached a more experienced representative who resolved the issue on the spot.

How to escalate a complaint with AMP

If your complaint is not resolved on the first attempt or you disagree with the response:

  1. Request escalation internally: Ask AMP to escalate your complaint to the Customer Resolution Team or a manager. Provide your reference number and restate what outcome you want.
  2. Follow up if timelines slip: If you have not received an update in the promised timeframe, contact AMP again and quote your reference number.
  3. Prepare for external escalation: Keep a record of emails, call dates, reference numbers, and documents you submitted, as these are essential if you need a third-party review.

Regulatory & Ombudsman Information for AMP

If AMP does not resolve your complaint within the required timeframe, or you disagree with their final response, you can escalate to:

  • Australian Financial Complaints Authority (AFCA): AFCA is the independent external dispute resolution body for financial services. It is free for consumers and can review AMP complaints and require remedies where appropriate.

Other regulators (such as ASIC, APRA, and ACCC) generally focus on systemic issues rather than resolving individual disputes. For most customers seeking a direct remedy, AFCA is the primary external pathway.

Official AMP Complaint Resources & Links

AMP
Complaints FAQs

You’ve done your part, now it’s time to hold
AMP
accountable.

Take the final step and submit a complaint that gets seen and responded to.

File your complaint now