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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Money transfer sent to wrong account
READ MORE >: Money transfer sent to wrong accountAimee sent $4,000 to the wrong account. The recipient bank placed the transaction on hold, but Aimee initially did not receive the money back. Did the money transfer service do all they could to help?
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Funds linked to a pending transfer
READ MORE >: Funds linked to a pending transferAlex deposited money into his money transfer account, but the funds didn’t appear in the account because they were used to cover a pending payment he had unintentionally set up.
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Did the lender damage Mira’s vehicle during repossession, and were they responsible for her vehicle insurance lapsing?
READ MORE >: Did the lender damage Mira’s vehicle during repossession, and were they responsible for her vehicle insurance lapsing?Mira said that her vehicle was damaged during repossession and that the lender was responsible for her insurance lapsing.
