Complaint Disclosure

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Please send an email to info@yourgeneration.co.nz and tell us what has happened and how we can resolve matters.

If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

When we receive your complaint, we will:

acknowledge your complaint within 1-2 days
escalate through the formal complaints process and send you a copy of our Complaints Disclosure document
gather and evaluate information about your complaint
respond to you within 20 working days

If we cannot agree on how to resolve the complaint, we will send you a letter of deadlock. You may then contact our Dispute Resolution Scheme, Financial Dispute Resolution Service (FDRS). FDRS are independent and free for clients and an external dispute resolution scheme approved by the Minister of Consumer Affairs.

FDRS’s service does not cost you anything and they will help resolve the complaint.

You can contact FDRS:

by calling 0508 337 337
by emailing enquiries@fdrs.org.nz
through FDRS’s website: www.fdrs.org.nz
writing to: Financial Dispute Resolution Service. Po Box 2272, Wellington 6140.

Complaint Disclosure

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Our Clients’ Experiences