Givenwell Complaints Process

At Givenwell, we are committed to providing the highest quality service to our customers. However, we understand that sometimes things don’t go as planned. That’s why we have a clear and straightforward complaints process to ensure that any issues you have are addressed promptly and fairly.

What is a complaint?

A complaint is any expression of dissatisfaction related to our services or the complaints handling process itself, where you expect a response or resolution.

Our Complaints Process

We have a three-step process to handle your complaints:

Step 1 – Let’s sort it out

If you have a complaint, please first discuss it with the staff member you’ve been dealing with. They will do their best to resolve the issue promptly. You can also email us at complaints@givenwell.com if you prefer.

Step 2 – Review

If your complaint is not resolved to your satisfaction in Step 1, you can complete our Feedback Form, which is available by requesting it via email complaints@givenwell.com. Our team, will personally review your complaint and provide a written response.

Step 3 – External Review

If you are still not satisfied after our internal review, you have the option to refer your complaint to the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme). This is a free and independent service that can help resolve disputes. You can contact them by:

• Email: info@ifso.nz
• Website: www.ifso.nz
• Freephone: 0800 888 202
• Address: P O Box 10-845, Wellington 6143, New Zealand

Our Commitment to You

We take all complaints seriously and will handle your complaint with the utmost confidentiality and respect. All complaints are recorded in our complaints register, which helps us identify areas for improvement in our services.

Your feedback is important to us, and we are committed to resolving any issues you may have. Please don’t hesitate to contact us if you have any concerns.