Case Studies | Financial Services Complaints Ltd

Our case notes show how we deal with the many different issues that arise in our case investigations. The case notes aim to provide consumers and participants with guidance as to the approach we are likely to take in a particular type of case or highlight some of the many different ways in which a complaint can be resolved.

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Case Notes Category

Title	Year	Case summary
Insurance calculation corrected	2020	What happens if you disagree with your insurer’s calculation of the amount payable under the insurance policy?
An allergic reaction prevents travel	2020	When Nigel suffers his second allergic reaction within a few months, his insurance claim is declined by his travel insurer
Why are these fees ‘special’?	2019	A complaint about the fees charged over 14 years of estate administration
Trip cancelled due to border closures	2020	What happens if airlines cancel flights due to reduced demand at the time you cancel your trip, but the border closures would have meant that your trip was impossible anyway?
Lack of licence leads to loss	2020	One of Jacob’s employees lied to him about obtaining a licence to drive trucks. When the employee crashed a company truck a few months later, Jacob’s insurance claim was declined because the insurer found the company had failed to ensure the employee was suitably licensed.
Two-week tour too long for insurance cover?	2020	Hemi’s insurance claim was declined because his policy required him to hold return tickets to New Zealand for a trip of less than 60 days. Hemi’s trip was only scheduled for two weeks, but he couldn’t book his New Zealand flights until his overseas tour dates were confirmed.
An extreme example of irresponsible lending	2020	What happens if the information the lender had when they approved the loan showed that the lending was completely unaffordable?
Alleged fraud on a trading platform	2020	What happens if you discover your credit card and phone have been used on a trading platform?
Financial hardship application overturned	2020	What happens if you are injured and can no longer afford your loan payments?
Different views on the cancelled cruise	2020	Should the insurer reimburse both the cost of Bridget’s cancelled cruise and her journey alteration costs?

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