Make a complaint
Home chevron-big Guides & cases chevron-big Case notes
All
Bank accounts
Cards
Savings & investment
Lending
Payment systems
Other

August 2020

Investing

Onus on trustee to reinvest funds when term deposits matured

Navin was a professional trustee for a family trust. The trust had $1 million in three term deposits…

Read full case note

August 2020

Common scams targeting bank customers

Bank not liable for fraudulent payment

Ingrid received a call from someone purporting to be from her telecommunications provider. The calle…

Read full case note

August 2020

Insurance policies

Bank sold borrower unsuitable insurance policy

Connor took out a personal loan of $50,000 with the bank to repay his credit card debt. The aim was …

Read full case note

August 2020

Account mandates

Bank failed to get signatures before changing account ownership

Dianne was terminally ill with cancer. She told her personal banker that she wanted to change her so…

Read full case note

July 2020

Insurance policies

Bank failed to give clear warning about risks of letting policy lapse

Tipene had a life insurance policy with his bank for more than 15 years. In 2017, he was diagnosed w…

Read full case note

July 2020

Common scams targeting bank customers

Bank acted quickly but unable to recover payments to fraudster

A fraudster intercepted emails between Russell and his accountant. Impersonating Russell by email, t…

Read full case note

June 2020

Concerns about lending decisions

Loan was affordable based on information bank held

Zahir took out a $17,000 bank loan to buy a car. The loan was arranged by a loan broker introduced t…

Read full case note

June 2020

Insurance policies

Non-disclosure justifiable grounds to decline insurance claim

Eamon suffered serious injuries in an accident and was deemed unable to return to work. Life insuran…

Read full case note

June 2020

Insurance policies

Bank’s information demands over insurance claim unreasonable

Kamala took out a disability insurance policy in 1999 that would pay 75 per cent of her annual incom…

Read full case note