Case 1: In this case the Australian Financial Complaints Authority (AFCA) finds the trustee had not acted fairly and reasonably when deciding to refuse to refund fees charged to a member who had asked to transfer to another fund (fund 2). As is often the case, the subtlety of the dispute is found in a close analysis of the facts. For over 30 years, the complainant was a member of fund 1 but he was unhappy, and in 2017, he phoned the trustee’s call centre to discuss his desire to have higher investment returns and lower fees. A consequence of...