New Decisions published


We recently published a number of Decisions on our website which set out the types of complaints we receive, and our considerations when assessing a complaint on its merits. These decisions have been de-identified and set out:

  • background information for each complaint,

  • consumer's claims,

  • financial services provider's response,

  • legal considerations, codes of conduct, standards of good practice, and principles of fairness, which we have taken into account, 

  • our findings.

These recent Decisions centred on the following complaint issues:

1. Responsible lending and unjustness

2. Financial hardship

3. Fees

We published the following Decisions recently: