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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Indefinite hardship
READ MORE >: Indefinite hardshipThe lender offered a reasonable solution, recognising Theo’s indefinite hardship.
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Expectations when a money transfer service is used by a scammer
READ MORE >: Expectations when a money transfer service is used by a scammerCecilia complained that a money transfer service used by a scammer should have done more to validate a transaction.
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Understanding the difference between business and consumer loans
READ MORE >: Understanding the difference between business and consumer loansMaeve said that her business loan was unaffordable.
