Had an issue with AMP? Get a real response.
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.
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
AMP rolled over my $192,000 term deposit without my request and used an old email address to notify me, even though they’d contacted me on my new one the year before. When I complained within the grace period, I was told it was too late. No call backs, dropped calls, and hours wasted. My complaint is simple: return my money without penalty. - Terence
AMP froze my bank account without notifying me and withheld hundreds of dollars that were rightfully mine. I wasn’t given any warning or explanation before losing access to my own money. My complaint is about the lack of transparency and basic communication. I just want my funds released and proper accountability from AMP. - Donald
I received a letter saying AMP had closed my super account, taken $300 in admin fees, and sent my money to the ATO without notifying me beforehand. I had updated my details years ago, yet no warning was given. My complaint is about being treated like my retirement savings didn’t matter. I’m now left chasing my own money. - Diana
Since AMP set up my account with the wrong date of birth, I haven’t been able to access proper customer support, request better interest rates, or even view statements. This has affected my superannuation and cost me money. My complaint is about incorrect details causing ongoing financial impact with no specialist help available. - Charmaine
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.
If your complaint is not resolved on the first attempt or you disagree with the response:
- 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.
- Follow up if timelines slip: If you have not received an update in the promised timeframe, contact AMP again and quote your reference number.
- 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.
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.
- AMP Complaints (overview and contact options)
https://www.amp.com.au/help-and-support/complaints - AMP Complaints Process (timeframes and what to expect)
https://www.amp.com.au/help-and-support/complaints/complaints-process - AMP Online Complaint Form
https://www.support.amp.com.au/s/digital-form-submission?formName=complaint - AMP Contact Us
https://www.amp.com.au/contact-us - AMP Complaint Handling Guide (PDF)
https://www.amp.com.au/content/dam/amp-2024/documents/manuals/amp-complaint-handling-guide.pdf - AMP banking (My AMP app and website)
Phone: 13 30 30
Email: AMPBankComplaints@ampbanking.com.au - AMP Bank GO
Phone: 1800 950 105
Email: help@ampbank.com.au - AMP superannuation
Phone: 131 267
Email: askamp@amp.com.au - AFCA
https://www.afca.org.au/make-a-complaint
Phone: 1800 931 678
Email: info@afca.org.au
AMP Complaints FAQs
How do I submit a complaint to AMP so it gets taken seriously and resolved faster?
AMP complaints are best submitted using the online complaint form with clear details, supporting documents, and the outcome you want. Using AMP’s “Raise a complaint online” form creates a written record and directs your issue to the right team. Include your account details, a short timeline of events, copies of statements or screenshots, and clearly state the resolution you’re seeking. Writing “Complaint” in your subject line (if emailing) also helps ensure it’s handled under AMP’s formal complaints process.
How long does AMP have to respond to my complaint?
AMP must acknowledge your complaint within 1 business day and resolve most complaints within 30 calendar days. Credit-related complaints have a maximum timeframe of 21 days, superannuation trustee complaints 45 days, and superannuation death benefit distribution complaints up to 90 days. AMP should provide updates at least every 10 days and explain its decision, reasons, and your external escalation options in the final response.
What are the most common complaints about AMP?
Common AMP complaints involve customer service delays, account access issues, fees or rates disputes, and superannuation processing delays. Many consumers report difficulty getting consistent answers, accounts being blocked due to ID verification, unexpected fees, or delays in withdrawals and benefit payments. Clearly naming your issue category at the start of your complaint can help it reach the appropriate AMP team faster and reduce back-and-forth.
What can I do if AMP doesn’t resolve my complaint or misses the deadline?
If AMP doesn’t resolve your complaint within the required timeframe, you can escalate to the Australian Financial Complaints Authority (AFCA). Before going external, ask AMP to escalate your case to its Customer Resolution Team and keep records of reference numbers and correspondence. If you’re still dissatisfied with the final response or timelines have passed, AFCA offers a free, independent review process for financial services disputes.
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.