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.
-
Is a cruise ship a ‘public place’?
READ MORE >: Is a cruise ship a ‘public place’?Melody’s travel insurance claim was declined because the insurer considered the cruise ship deck to be a public place.
-
Unsubscribing from emails led to fund closure information being missed
READ MORE >: Unsubscribing from emails led to fund closure information being missedHoney did not receive email notifications about the closure and wind‑up of investment funds after unsubscribing from email communications. We declined to consider the complaint because the fund manager had already offered a reasonable resolution.
-
When repayments fall out of step – managing mortgage arrears
READ MORE >: When repayments fall out of step – managing mortgage arrearsA borrower disputed default notices and fees, believing he had overpaid his mortgage arrears under a repayment plan.
