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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An interest-free loan’s hidden condition
READ MORE >: An interest-free loan’s hidden condition60 months interest-free payments might not mean 60 months of equal repayments.
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The non-existent gift
READ MORE >: The non-existent giftMr and Mrs Prakesh tell their lender they’re being gifted $100,000 to meet the conditions to fund the purchase of an investment property. However, they borrow the $100,000 instead.
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Not every loss will be one that you can claim under your travel insurance policy
READ MORE >: Not every loss will be one that you can claim under your travel insurance policyTravel insurer declined Frankie’s claim for cover after his cruise ship ran aground and could no longer continue with the planned itinerary.
