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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Travel card ATM fees when currency conversion goes wrong
READ MORE >: Travel card ATM fees when currency conversion goes wrongJeremy tried to withdraw euros from his multicurrency travel card. The ATM processed the withdrawal in GBP and then NZD instead of using his euro account, leaving him with extra fees.
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Two insurance policies providing life cover
READ MORE >: Two insurance policies providing life coverTom’s mother had two life policies, and Tom thought his mother’s insurance adviser should have known this.
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Online lending: What happens if the guarantor wasn’t the person who signed the guarantee?
READ MORE >: Online lending: What happens if the guarantor wasn’t the person who signed the guarantee?This case highlights the risks of multiple guarantors sharing one email address in an online lending process. Without independent verification, lenders cannot be sure each guarantor has personally signed and consented, which may lead to consumer harm and complaints.
