Complaints
If you are unhappy with our products or service, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible
Complaints process
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Tell us what's happened
The first thing you can do is let us know what has occurred. Call, email, write or lodge a complaint online.
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We receive your complaint
You will receive an acknowledgement within 1 business day and a representative from our team will keep you up to date on the progress at least every 10 days.
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We will resolve your complaint
Our team will work with you to help resolve your complaint as quickly as possible. You can read more about our commitment to resolving your complaint on our complaints handling page or our Complaint Handling Guide.
How do I raise a complaint?
Let us know what has occurred, call the appropriate number below, email or write to us or use our online complaint form.
The complaint resolution process is free of charge. We will do all we can to resolve your complaint as quickly as possible.
What should I include in my complaint?
If our customer service consultant cannot resolve your complaint straight away, they will escalate your complaint to the Customer Resolution Team.
To assist us deal with your complaint quickly, please include the following information:
- The word 'Complaint' in the heading or subject line of the email
- Your name and contact details, including your preferred phone number and email address
- Detailed description of your complaint
- Copies of any supporting documents
- The outcome you would like
We recommend you keep a copy of your complaint and original documents for your records.
You can find out what to expect once you have submitted your complaint and our our resolution times on our complaint handling page.
Banking (including Bank@Post)
AMPBankComplaints@ampbanking.com.au
Write to us at:
AMP Bank, Locked Bag 5059 Parramatta, NSW 2124
Financial Advice
Write to us at:
Head of AMP Advice Complaints
Level 25, 50 Bridge Street, Sydney NSW 2000
North
Write to us at:
North Service Centre, GPO Box 2915, Melbourne VIC 3001
Help making a complaint
If you need support or help to make a complaint you can ask an authorised representative, family member or friend to contact us on your behalf. We need your permission to speak with anyone else about your complaint, this can be verbally or in writing.
If you prefer to speak to us in another language, contact the Translating and Interpreting Service on 131 450.
If you find it hard to hear or speak on the phone, the National Relay Service (NRS) can help you to call us. For more details visit accesshub.gov.au.
When the NRS helps you to communicate with us, they’ll need the phone number you want them to call. You can find a list of AMP’s phone numbers on our Contact us page.
If you need to communicate with us about an AMP Bank product, please complete this form and send it to us before the NRS calls us.
Using the National Relay Service with AMP Bank
Not happy with the outcome?
The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers.
If your complaint has not been resolved to your complete satisfaction or in the required timeframe, you can lodge a complaint with AFCA:
| Call | 1800 931 678 |
| info@afca.org.au | |
| Write | Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
What you need to know
This information is provided by AWM Services Pty Ltd (ABN 15 139 353 496), AFSL No. 366121 (AWM Services), is general in nature only and hasn’t taken your circumstances into account. Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement, Target Market Determination or Terms and Conditions available from AMP at amp.com.au or by calling 131 267.
Read our Financial Services Guide for information about our services, including the fees and other benefits that AMP companies and their representatives may receive relating to products and services provided to you. All information on this website is subject to change without notice. AWM Services is a part of AMP group.