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Reviewed by Ajust Content Team
Last updated
August 21, 2026
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Takeaways

AMP is an Australian bank providing financial services, home loans, superannuation management, and more.

There are several options to submit a formal complaint with AMP. If you prefer a written record of your interactions, using AMP's online complaint form is your best option, while calling AMP directly is best if your issue is urgent or if you want to speak with an agent in real time. AMP also provides email and postal addresses which are ideal if you need to submit documents with your complaint.

Some of the issues you may need to complain to AMP about include account access issues, disputes about fees or interest rates, or delays in payment or superannuation processing. Resolution times vary depending on the type of issue you have but can range from 21-90 days at most.

Throughout the complaints process, keep a record of any communication with AMP, including names, dates, reference numbers and explanations, just in case you need to follow up.

Should AMP not resolve your complaint you can start the escalation process by asking for it to be re-reviewed by a higher-level team member. If that fails, you can take your complaint externally to the Australian Financial Complaints Authority (AFCA), for free advice.

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 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.
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  • Phone (best for urgent issues): Call the number that matches your AMP product so your complaint goes to the right team quickly.
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  • Email or post (useful if you’re attaching documents): If you prefer written communication, you can email or write to AMP.

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

What happens after you submit a complaint to AMP?

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

  • Confirmation: You should receive a confirmation within 1 business day.
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  • Investigation: If your issue cannot be fixed immediately, it will be escalated to a Customer Resolution Team for investigation and follow-up.
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  • Updates: AMP states they will keep you updated on progress at least every 10 days.
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  • Timeframes:
    • 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 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.
  • 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.
Table of Contents

AMP
 complaints submitted through Ajust

AMP rolled over my 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. After no call backs or communication, I want my money back. - 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. 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. - 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 a resolution. After escalation to a higher-level team, the issue was reviewed again and fixed.

ID and compliance documents not being actioned: 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: A customer initially struggled to get traction with their complaint, 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 share what outcome you want.
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  2. Follow up if timelines aren't met: If you have not received an update in the promised timeframe, contact AMP again and quote your reference number.
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  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.

Official AMP Complaint Resources & Links

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.

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