Resolved complaint (2) about age discrimination in goods, services and facilities

About the complaint

The complainant is 71 years of age and a long-term customer of the respondent bank. He made enquiries about obtaining a home-loan to enable him to buy an investment property which may later become his home. He alleged he was told it was the bank's policy not to offer home loans to persons over 70 years of age without taking into account his ability to repay the loan. The complainant received a superannuation pension and owned significant assets.

 The bank claimed that the complainant was ineligible to proceed with a loan application due to his income and the potential for the loan to place him into financial hardship. The bank claimed that providing a loan to the complainant would not be considered responsible lending.  

The complaint was resolved. The bank acknowledged that its staff did not ask for, or collect, all relevant information before making an assessment about the complainant's request and apologised for his experience. The bank undertook to offer the relevant staff member additional training and to ensure that all staff are aware of their obligations when assessing loan applications. It was also agreed that the branch manager would contact the complainant directly to discuss the information needed to ensure a thorough assessment of his request. 

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