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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Reading your loan agreement matters
READ MORE >: Reading your loan agreement mattersNiko expected his loan to cost less than $9,000, but the agreement clearly recorded a total repayment of $18,000
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Rescheduled flights and insurance: what you need to know before you act
READ MORE >: Rescheduled flights and insurance: what you need to know before you actSally’s flight from Siem Reap to Hanoi was rescheduled for the next day. To avoid missing planned activities, she booked new flights without consulting her travel insurer. When she claimed the cost, the insurer declined, citing policy exclusions for airline delays or reschedules when an alternative flight is offered within 36 hours.
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When you are having trading platform issues – take action, fast!
READ MORE >: When you are having trading platform issues – take action, fast!Tom lost approximately $380,000, trading contracts for difference (CFDs) after a platform outage. He thought the platform provider should compensate him for his loss.
