Handling Your Complaint
Handling your complaints
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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?Click here for CTP complaints
Step 1 / Get in touch
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. 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 as soon as possible.
Step 2 / Internal dispute
If the manager can’t resolve your complaint to your satisfaction, you can request for 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 review the matter independently.
IDRS will gather all the information and work with you to agree on a suitable timeframe, aiming to resolve your dispute as soon as possible.
Step 3 / External dispute
If you’re not satisfied, or we can’t resolve your dispute with you within 45 calendar days from first receiving your complaint, you can contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute scheme available to you at no cost.
AFCA will let you know if your dispute falls within its Rules and whether they’re able to review it. If it’s outside AFCA’s Rules, you can seek independent legal advice or any other external dispute resolution options that may be available to you.