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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Policy interpretation for travel insurance: should an engagement ring be categorised as a valuable or as personal baggage?
READ MORE >: Policy interpretation for travel insurance: should an engagement ring be categorised as a valuable or as personal baggage?Mabel complained that the travel insurer had miscategorised her engagement ring as a valuable, resulting in her having less cover under the travel insurance policy
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Travel booked later this year? Disclose your pre-existing conditions!
READ MORE >: Travel booked later this year? Disclose your pre-existing conditions!No insurance cover for undisclosed pre-existing medical conditions or changes in health
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Online shopping convenience comes with a catch: The risks of saved credit cards
READ MORE >: Online shopping convenience comes with a catch: The risks of saved credit cardsWarning to online shoppers saving their credit cards with a retailer to make future purchases easier. This convenience can come with extra hassles if things go wrong.
