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.
-
My sister died from cancer. I wanted insurance cover, in case it happened to me too
READ MORE >: My sister died from cancer. I wanted insurance cover, in case it happened to me tooMadeline complained that her insurance adviser misled her about her trauma policy cover and gave poor advice.
-
The importance of being earnest: Why employee honesty is the best policy
READ MORE >: The importance of being earnest: Why employee honesty is the best policyRussell’s employee made false statements, so the insurer declined his insurance claim.
-
I made a claim, and now my insurer has given away my property?!
READ MORE >: I made a claim, and now my insurer has given away my property?!Himani’s successful insurance claim included new custom cabinetry. Himani complained that the insurer had given the cabinetry away to her landlord without her permission, and she wanted to be compensated.
