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June 2023

Concerns about lending decisions /

Bank acted correctly in setting up couple’s joint loan

Margot and her husband refinanced a joint home loan with the bank in 2015. Margot said she recalled …

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June 2023

Lending restrictions /

Bank communication clear about end of interest-only period

In 2017, Buck took out several loans with the bank and agreed to five years of interest-only payment…

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June 2023

Fraud & scams /

Scam victim’s claim exceeded our financial limit

In 2016, Zachariah authorised payments totalling more than $1.3 million in the belief he was buying …

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June 2023

Fraud & scams /

Bank liable for customer loss of $60,000 in phishing scam

Doug checked his bank accounts one day in August 2022 and discovered $60,000 missing from his saving…

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May 2023

Lending restrictions /

Bank explained, if inadequately, that ability to service loan would still be considered

In 2022, the Taylors sought a loan to make improvements to their rental property. The bank said the …

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May 2023

Lending restrictions /

Bank entitled to ask for joint account statements in assessing loan application

In September 2021, Rosemarie asked the bank for a loan to consolidate her various debts into a singl…

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May 2023

Breaking a term deposit /

Bank’s interest rate for breaking fixed term deposits not unreasonable

Eric had a trust that put large sums of money on various term deposits at the bank, with the interes…

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April 2023

Privacy & confidentiality /

Bank had valid grounds for disclosing information to police

In May 2020, police contacted Edgar's bank seeking copies of his transaction statements to help them…

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April 2023

Processing payments /

Evidence shows customer unlikely to have signed blank withdrawal slip

In 2020, Peter went to a bank branch to transfer $2,000 to his son as a birthday gift. Peter said he…

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Case notes

Bank acted correctly in setting up couple’s joint loan

Bank communication clear about end of interest-only period

Scam victim’s claim exceeded our financial limit

Bank liable for customer loss of $60,000 in phishing scam

Bank explained, if inadequately, that ability to service loan would still be considered

Bank entitled to ask for joint account statements in assessing loan application

Bank’s interest rate for breaking fixed term deposits not unreasonable

Bank had valid grounds for disclosing information to police

Evidence shows customer unlikely to have signed blank withdrawal slip