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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Borrower struggles to repay car loan after redundancy
READ MORE >: Borrower struggles to repay car loan after redundancyWhen Zadran lost his job, keeping up with car loan repayments became impossible. Despite telling the lender about his financial hardship, default fees and interest kept being added, leaving Zadran feeling punished for circumstances beyond his control.
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Tractor sold with money owing on it, leads to lender seeking debt recovery from seller and buyer
READ MORE >: Tractor sold with money owing on it, leads to lender seeking debt recovery from seller and buyerLeighton sold a tractor that he owed money on. The lender then sought to recover the debt from Leighton and the new owner.
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When trust costs are questioned: trustee fees, repairs and an overdraft
READ MORE >: When trust costs are questioned: trustee fees, repairs and an overdraftAndrea thought a trustee company was charging too much for fees and repair costs on several rental properties in a family trust, leading to an overdraft. The trustee said its fees and repair costs were reasonable, and that selling a property and using an overdraft were necessary.
