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, let us know

Your first step is to get in touch with one of our advisors and tell us about your complaint. Our advisor will aim to resolve it with you.

However, if they are unable to, or you’re not satisfied with the outcome, we’ll refer it to a Manager who will work with you to resolve the matter.

We understand your time is valuable, so we’re keen to act promptly and respond immediately. We may need to gather more information or do further investigation. If this is the case we’ll aim to get back to you with a decision within 15 business days.

If more time is needed, we’ll work with you and agree on a suitable timeframe, aiming to resolve your complaint as soon as possible.

Here are your first options for contact:

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

Step 2 / Internal dispute

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

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

IDRS will gather all the information or do further investigation and will get back to you with a decision within 10 business days. If more time is needed, IDRS will work with you and agree on a suitable timeframe aiming to resolve your dispute as soon as possible.

Email disputes@youi.com

Step 3 / External dispute

If you're not satisfied and we can’t resolve your dispute with you or within 2 months (following steps 1 and 2 above) we'll explain our reasons to you in writing and provide you with a 'deadlock' letter. That means you can have your dispute reviewed externally by the Insurance and Financial Services Ombudsman (IFSO) which is an independent dispute scheme available to you at no cost.

IFSO will let you know if your dispute falls within their rules and, as such, whether they're able 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