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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Can my mortgage adviser charge me if I switch my loan to another bank?
READ MORE >: Can my mortgage adviser charge me if I switch my loan to another bank?Ajay disputed whether a mortgage adviser could “claw back” commission when he changed banks
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Wife unknowingly added as co-borrower to husband’s business loan
READ MORE >: Wife unknowingly added as co-borrower to husband’s business loanI did not agree to be a co-borrower
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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.
