Annual reports

Banking Ombudsman annual report 2010/2011

Complaints and enquiries to the Banking Ombudsman Scheme are at historically high levels, but the number of disputes requiring investigation is down.

Banking Ombudsman annual report 2009/2010

This year has been unprecedented in the history of the Banking Ombudsman Scheme. We completed more than double the number of investigations than in any previous year and facilitated $14.5 million in compensation to complainants.

Banking Ombudsman annual report 2008/2009

This has been an unusually eventful year for the Banking Ombudsman Scheme. It has been dominated by a very large and rapid increase in complaints.

Banking Ombudsman case notes 2008/2009

The annual collection of Banking Ombudsman case notes is significant for a number of reasons. This year I am emphasising three reasons, as they assume particular prominence when we receive a large number of complaints about a single product or service, as we have done this year.

Banking Ombudsman annual report 2007/2008

2007-08 was a period of consolidation after a period of change.

Banking Ombudsman case notes 2007/2008

While the Banking Ombudsman does not operate on a basis of precedent, fairness requires the development of a consistent approach to common types of complaint.

Banking Ombudsman annual report 2006/2007

Towards the beginning of the year we received our ten thousandth complaint and by the end we had received over 800 more.

Banking Ombudsman case notes 2006/2007

This collection of case notes is over twice the size of the 2005/2006 collection. In part this is due to the increasing volume of our caseload, but it is also indicates the increasing complexity of the complaints investigated.

Banking Ombudsman annual report 2005/2006

2005/2006 has been a major year for the Banking Ombudsman. The first independent review of the scheme was conducted, examining all of its aspects.

Banking Ombudsman case notes 2005/2006

The cases that we have seen continue to cover a wide range of issues, from internet banking fraud to cheque crossings, from credit cards that fail to function overseas to early repayment costs on fixed interest loans and a great many others.

Banking Ombudsman annual report 2004/2005

Much has happened in the banking sector in the seven years since I wrote my first foreword as Chairman of the Banking Ombudsman Commission.

Banking Ombudsman case notes 2004/2005

The decrease in the number of complaints requiring investigation by my office means that there are fewer cases than usual in this year’s compendium.

Banking Ombudsman annual report 2003/2004

The year to the end of June 2004 has been notable as the first one in the history of the Banking Ombudsman Scheme where there has been a decline in the number of complaints requiring investigation.

Banking Ombudsman case notes 2003/2004

Although fewer cases have come to the Banking Ombudsman for investigation this year, there has been no shortage of interesting cases and interesting issues for inclusion in the compendium.

Banking Ombudsman annual report 2002/2003

The year ending 30 June 2003 has been a milestone in several ways. The Banking Ombudsman Scheme entered its second decade and the second review of the Code of Banking Practice was completed, as was the second independent audit of our investigation process.

Banking Ombudsman case notes 2002/2003

The two main features of this year’s casenote compendium are the expanded section on complaints about investment products and a few cases where the revised (2002) Code of Banking Practice was relevant.

Banking Ombudsman annual report 2001/2002

This year's report of the Banking Ombudsman celebrates the 10th anniversary of the commencement of the Banking Ombudsman Scheme on 1 July 1992.

Banking Ombudsman case notes 2001/2002

In looking back over the ten years of the Banking Ombudsman Scheme, much has changed in the type of complaint made to the Banking Ombudsman, but much remains the same.

Banking Ombudsman annual report 2000/2001

The period of stability on which I commented in last year's report has continued in the year to 30 June 2001.

Banking Ombudsman case notes 2000/2001

This compendium consists of notes of cases drawn from the 360 dispute investigations completed during the year to 30 June 2001.