Banking Case Summaries Glossary

Table column headers and terms explained

Primary product
The main banking product that the complaint is about (e.g., credit card, personal savings and chequing account, mortgage).

Primary issue
The main concern related to the product that the complaint is about (e.g., fraud, service issues, chargeback).

Case details
Provides a brief description of the information related to the case OBSI investigated.

Case outcome
The final recommendation made at the conclusion of an investigation.

• No Compensation or Action Recommended
  Cases closed by OBSI after investigation, with no recommendation for compensation, excluding those found to be out of mandate after investigation.

• Settlement Before Investigation
  Cases closed by OBSI after opening but before the investigation is concluded, due to settlement between consumer and firm.

• Compensation – original offer by firm deemed fair
  Cases closed by OBSI which had a recommendation for compensation that was of an amount equal to or less than that originally offered by the firm.

• Compensation – amount greater than initially offered by firm
  Cases closed by OBSI which had a recommendation for compensation that was of an amount higher than that originally offered by the firm.

• Non-Monetary Recommendation
  A resolution that does not include a recommendation for compensation but still recommends the firm to acknowledge the complaint, such as a letter of apology, correcting a credit bureau record or an explanatory letter to a consumer’s creditors.

• Firm Refused Recommendation – case published
  Cases closed by OBSI which find in favour of the consumer and recommend compensation, however the firm refuses to comply with OBSI’s recommendation, leading to the publication of the refusal.

• Settlement Accepted
  In some cases we can confirm the consumer accepted the settlement, and in other cases, we don’t know.  Where we have this information, we include it in the case summary.