Key issues: 

Misleading conduct | Interest rates | Customer Service | Delay in providing information

Summary of the outcome:

We found that the consumer’s claims against the FSP were not established. However we found that the offer made by the FSP for any non-financial loss suffered was reasonable.

Summary of Determination

The Determination affirms the position set out in our Review dated 16 March 2016 and acknowledged that the FSP made various errors which required vigilance from the consumer and she was entitled to the non-financial loss offer made by the FSP.

Follow this link for a full copy in PDF >> Determination | 11 July 2016