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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Early repayment fee an unwanted surprise
READ MORE >: Early repayment fee an unwanted surpriseWhen a small business repaid their fixed rate loan before the loan expiry date, the lender charged a break fee. The borrower thought this was unfair.
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Theft not reported to local police
READ MORE >: Theft not reported to local policeThe insurer declined Ari’s $17,000 claim because she did not report the theft to local police within 48 hours.
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Drinking, driving, and denied insurance cover
READ MORE >: Drinking, driving, and denied insurance coverRobert’s insurer declined his claim, saying he was under the influence of alcohol. With no breath test or police report, was suspicion enough to deny cover?
