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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Lender error leads to cancelled direct debit and loan arrears
READ MORE >: Lender error leads to cancelled direct debit and loan arrearsA lender mistakenly cancelled a direct debit, resulting in loan arrears of $3,600 for the borrower. FSCL helped the parties reach a resolution.
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Overseas scam call and tactics used to get one-time codes to confirm payments
READ MORE >: Overseas scam call and tactics used to get one-time codes to confirm paymentsAria was targeted by a sophisticated scam after making purchases at a hotel in Bali. The scammer gained her trust and convinced her to share one-time passcodes to authorise two transactions totalling more than $5,000.
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Lost passport leads to extended stay, should travel insurance cover the costs?
READ MORE >: Lost passport leads to extended stay, should travel insurance cover the costs?Oliver lost his passport overseas, causing his stay to be unexpectedly extended. He made a claim under his credit card’s complimentary travel insurance, but the insurer declined to cover the additional expenses caused by the travel delay.
