Our Approaches

How our approaches can help

Our approaches are guides to help consumers and firms to better understand how we reach our decisions on complaints about products, services or issues. This includes how we consider relevant legal principles, regulations and industry codes of conduct or best practices that may apply. 

Approaches are not intended to set a precedent for future cases. No approach document can cover all the key issues related to a dispute as each complaint we investigate is considered on the specific merits of that case. But they may provide some insights into what we consider when we look into a dispute.

Our approaches

• Cheques
• Confidentiality
• Disputed credit card charges
• DIY investing cases
• Extraordinary distress and inconvenience
• Fraud
• Investment account transfer delays
• Investment loss calculation
  • Comprehensive
  • Simplified
  • Exempt market dealer products
• Limitation period
• Non-financial loss
• OBSI and the legal system
• Relationship ended
• Risk rating
• Segregated funds
• Suitability
• Systemic issues