Guides & cases
We’re here to help resolve complaints between consumers and financial service providers. You’ll find some useful resources below, including consumer guides and case studies summarising real-life complaints we’ve investigated.
Consumer guides
We’ve developed guides that offer clear, practical information on common complaint issues and financial service topics. Whether you need help understanding how we approach a particular complaint, or just want to enhance your knowledge and know your rights, these guides are here to assist you.
Case studies
Our case studies show how we deal with the many different issues that arise in our investigations. The case studies aim to provide consumers and participants with guidance as to the approach we are likely to take in a particular type of case or highlight some of the many ways in which a complaint can be resolved.
Our case studies are anonymised. We have changed names and other identifying information to prevent consumers and financial service providers from being identified.
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Making a purchase at an EFTPOS terminal? Don’t forget to cover your PIN number!
READ MORE >: Making a purchase at an EFTPOS terminal? Don’t forget to cover your PIN number!When purchasing medicine at a store, Clementine fainted and was taken to hospital. The cashier watched her enter her PIN, stole her card, and made fraudulent transactions. The credit card issuer declined to reimburse Clementine for the transactions because she had not protected her PIN.
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The willing buyer test: what does market value really mean?
READ MORE >: The willing buyer test: what does market value really mean?Zichen and Theo complained that the lender sold their business’s machinery for far less than what it was worth, and now they were stuck paying the rest of the loan back.
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Claim not covered under policy wording
READ MORE >: Claim not covered under policy wordingAfter Cyclone Gabrielle, Willow’s business relocated their heavy machinery between skid sites. Willow claimed against her business’s insurance for the cost of the relocation, but the insurer declined the claim.
