Handling Your Complaint

Handling your complaint

We're here to help.

At Youi, our promise is to deliver awesome service, every time you need us.
If your expectations haven’t been met and you have a complaint, we want to try and solve it with you in a fair and transparent manner.

So, what steps should you take?

Step 1 / Get in touch to let us know

The first step is to get in touch with one of our advisors and tell us about the service issue you’re concerned about. Our advisor will then aim to resolve the issue with you.

If our advisor is unable to sort out the customer service issue for you, you can make a complaint. The complaint will be escalated to a Manager to investigate the issue further and work with you to reach a resolution within an agreed timeframe.

Your contact options are:

Call 0800 00 YOUI (9684)
International +64 9928 4811
Email info@youi.co.nz

Step 2 / Internal dispute

If the Manager can’t resolve the complaint to your satisfaction, you can request it to be escalated to the Internal Dispute Resolution Service (IDRS) or you can contact them directly.

An IDRS team member will contact you to confirm your dispute details and then undertake an independent review of the matter.

Email disputes@youi.com

Responsibilities and timeframes

Throughout the process we promise to:

  • acknowledge receipt of your complaint within 5 business days
  • give you the name and contact details of the person handling your complaint
  • ensure that someone experienced, who has not been involved in your case, fully investigates your complaint
  • respond within 10 business days
  • agree on a suitable timeframe if we need more time to investigate. We will also update you every 20 business days.

Step 3 / External dispute

If we can’t resolve the complaint to your satisfaction within two months (following steps 1 and 2) we'll explain our reasons to you in writing. We’ll provide you with a ‘deadlock’ letter so that you are able to take your complaint to our independent, external dispute resolution scheme.

We subscribe to the Insurance and Financial Services Ombudsman (IFSO) which is available to you at no cost.

IFSO will let you know if your dispute falls within their rules to review it. If it's outside IFSO's rules you can seek independent legal advice or any other external dispute resolution options that may be available to you.

Email info@ifso.nz
Call 0800 888 202
Mail Insurance & Financial Services Ombudsman Scheme
PO Box 10-845, Wellington 6143
Website www.ifso.nz
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