At MyBudget, we aim to provide you with exceptional service every time. We understand that, occasionally, things may not go as planned. When this happens, we’re committed to addressing your concerns promptly, fairly and effectively. We also want to recognise when we’ve delivered great service, so we welcome your positive feedback too.
Our commitment to resolving complaints goes beyond addressing the immediate issue. We use your feedback to continuously improve our services and help prevent similar issues from occurring in the future. Your satisfaction is important to us, and we’re committed to working with you to achieve a fair outcome.
If you’re ever dissatisfied with our services, we encourage you to let us know. We view complaints as valuable feedback that helps us improve and gives us the opportunity to make things right.
Our team is committed to supporting you throughout the complaints process. If you require additional assistance or have specific needs, please let us know and we’ll do our best to accommodate you.
When you raise a complaint with us, you can expect your concerns to be treated with respect, fairness and careful consideration. We will work with you to understand the issue and seek a fair and reasonable resolution.
Our Commitment to Client Resolutions
When you make a complaint to us, we will:
- Acknowledge that we’ve received your complaint.
- Work with you to resolve your complaint as quickly as possible.
- Keep you informed of the progress of our investigation.
- Provide you with our final response within 30 days, or sooner where possible, and in accordance with applicable legal requirements.
Resolving complaints:
We aim to resolve most complaints within five working days. More complex matters may require additional time.
When investigating your concerns, we will act fairly, reasonably and ethically. Our review may consider the services we’ve provided, the information you’ve supplied and the terms of your MyBudget Agreement.
To help us investigate your complaint, we may ask you to provide additional information or documentation.
Making a Complaint
- Calling us on 09 849 6285.
- Sending us a secure web message through the MyBudget App
If you are unable to send us a secure web message, you can also email us at [email protected].
To help us resolve your complaint as quickly as possible, please include:
- details of the issue or experience that gave rise to your complaint;
- the outcome or resolution you are seeking; and
- any relevant documents or supporting information.
If you remain dissatisfied
If you’re not satisfied with our final response or the way we’ve handled your complaint, you may refer your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO).
Insurance & Financial Services Ombudsman Scheme (IFSO)
PO Box 10-845
Wellington 6143
New Zealand
Email: [email protected]
Phone: 0800 888 202
Website: www.ifso.nz
The IFSO Scheme is an independent and free external dispute resolution service that may be able to review your complaint if it falls within its jurisdiction.