Handling Your Complaint
Handling your complaint
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At Youi, our promise is to deliver awesome service, every time you need us.
What if you have a complaint?
We value your feedback and want to hear from you – whether you’re telling us that we’ve done well, or that we need to improve. So, if your expectations when dealing with us haven’t been met, let us know and we’ll try our best to make it right.
Please tell us if your complaint is impacting any other difficulties you’re currently experiencing, so we can understand your circumstances and prioritise your complaint appropriately.
Below, you’ll find the steps to take if you find yourself wanting to lodge a complaint with us.
How does it work?
Get in touch
If you have a complaint, you can get in touch with one of our advisors by phone and they’ll try to resolve it with you at the time, or you can complete our online complaint form.
If you called us and our advisor was unable to resolve your complaint or you’re not satisfied with the outcome, we’ll refer it to our Customer Relations Team who’ll acknowledge your complaint and work with you to resolve the matter. Any complaints lodged via the online complaint form will also be referred to our Customer Relations Team.
If our Customer Relations Team can’t resolve your complaint to your satisfaction, it can be escalated to the Internal Dispute Resolution Service (IDRS) for an independent review. You can request escalation via our Customer Relations Team or the IDRS can be contacted by phone or email.
An IDRS team member will get in touch with you to confirm your complaint details and then review the matter.
Alternatively, if you’re not satisfied or we can’t resolve your complaint within 30 calendar days of the date on which the complaint was made, you may contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute service available to you at no cost.