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September 2012

Privacy & confidentiality /

Stress payment for staff member's snooping reasonable

Hana had taken a protection order against her former husband and gone with her children to another p…

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August 2012

Freeing up capital /

Misunderstanding over new loan did not result in actual loss

Morgan's business needed more capital. She decided to sell her house and buy a cheaper one to reduce…

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August 2012

Foreign cheques /

Exchange rate risks spelled out clearly

David would sometimes transfer money from his bank account in the United Kingdom to his bank account…

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August 2012

Account mandates /

Bank unable to apply different limits to account mandate

Ana and her husband Lee had a joint cheque account with a mandate allowing either to sign cheques. A…

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July 2012

Early repayment charges /

Bank gave sufficient warning about charge

Ravi and his partner Hana approached their bank about its fixed home loan rates. They were given the…

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July 2012

Cards and PINs /

Thief accessed account through PIN stored on cellphone

Logan had a significant sum of money transferred from his bank account via telephone banking by some…

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December 2011

Children's accounts /

Bank settles over series of complaints

Kiri approached the bank for a loan to buy a car. She did not qualify for a personal loan, but her p…

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October 2011

Deceased customers' accounts /

Family told to await appointment of administrator

Sam wanted information from his deceased sister’s bank about her accounts. He and his family also wa…

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October 2011

Direct debits /

Cancellation instructions neither clear nor cause of any loss

HW Ltd had six insurance policies, with premiums for each paid by direct debit from separate account…

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