Following an investigation into alleged Code breaches made by a customer, the BCCC found that the bank breached the following 2013 Code provisions:

  • clause 37.2 (complaints handling), and
  • clause 3.2 (fair and reasonable conduct).

Download the Finding to read about the key issues and reasons for the Finding.

This investigation was initiated by the Code Compliance Monitoring Committee (CCMC) in October 2017 and since 1 July 2019, the BCCC had carriage of the matter in accordance with its Charter.