Insuranke Broker Complaints COMPLAINTS &

GYB are always interested in your feedback. We appreciate it when clients take the time to notify us of any concerns regarding our services and the ways we can improve the service we deliver.

Your Feedback is Our Opportunity for Improvement

Some complaints may require no action but every complaint is important and we review all complaints regularly to establish where there are opportunities to make your experience that much better in the future.

Unhappy with our Service?

If you are unhappy with our financial advice service please contact your financial adviser so he or she can try to put things right.

If you wish to make a complaint, or do not feel comfortable discussing your concerns with your adviser, you can contact us as follows:

  • Call us on (04) 586 2728 between the hours of 8.30am – 5.00pm week days
  • Email us at
  • Use the Feedback form on this page
  • Write to us at P O Box 30 500, Lower Hutt 5040, addressing your letter to the attention of General Manager

When a complaint is made we will:

  • Acknowledge your complaint
  • Investigate and review your complaint
  • Propose a resolution as soon as practically possible

How your Complaint will be handled 

Your adviser will attempt to resolve any issue of dissatisfaction with you immediately.
If the matter cannot be resolved to your satisfaction, the adviser will escalate the complaint to his or her manager, notifying you accordingly.

Within five working days of your complaint being notified to us, we will send you an acknowledgement of your complaint. This letter will provide you with our time-line to respond to you and the name of the manager who will be managing our response. The manager will investigate and contact you to try to resolve the complaint to your satisfaction. It is important that you provide this person with all relevant information.

Within 20 working days of receiving your complaint, we will provide you with a written update. If we are unable to provide a full response to you at that point, our letter will explain why we are not yet in a position to do so and tell you when we will next contact you.

40 working days after the receipt of your complaint we will issue a final resolution. If we need to continue our review past this point, we will explain to you the reason for the delay and the required time-frame to provide a full response.

At this point, if you feel that the delay is unsatisfactory, you can redirect your complaint to our external dispute resolution service provider detailed below

If we are unable to resolve your complaint

If we cannot agree how to fix the issue, you can contact the Insurance & Financial Services Ombudsman Scheme (IFSO). They are an independent not-for-profit External Disputes Resolution (EDR) provider.

This service will cost you nothing, and will help us resolve any disagreements.

You can contact IFSO at:

     Insurance & Financial Services Ombudsman Scheme
     PO Box 10-845
     Wellington 6143
     T: 0800 888 202

Insurance & Financial Services Ombudsman

Disclosure Document

Check our disclosure document for more details on our policies. We provide versions in multiple languages for your convenience:

Got Feedback? We’re listening!

Thank you for taking the time to share your experiences; your feedback is a vital part of our drive to constantly improve our services.