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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Cars repossessed due to fake loan application information
READ MORE >: Cars repossessed due to fake loan application informationA lender discovers they were given false information, so they repossess the cars securing the loan, without following the usual repossession process.
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One digit wrong, $100,000 gone
READ MORE >: One digit wrong, $100,000 goneAlex transferred $100,000 to the wrong account through a payment service provider. When the funds could not be recovered, Alex complained about a delay in the provider’s response.
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(Re)fundamentally reckless? Not quite.
READ MORE >: (Re)fundamentally reckless? Not quite.Deficiencies in the Insured’s refund processes and controls were negligent but not reckless.
