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
Was it open or not?	2019	Ravi is seeking a refund from his credit card company for goods purchased overseas that had already been opened and that gave him a reaction.
The vanishing $1000	2019	Kelly’s money went missing while transferring it between her bank and her travel card. No one can tell Kelly what has happened to her money.
When there is no trust in a trustee….	2018	Julia had lost faith in the professional trustee who was administering her late grandfather’s estate, due to the trustee’s admitted errors. But did that mean she could use FSCL’s process to try and find further bases for complaint? Or should she just accept the trustee’s generous settlement offer?
When there is no trust in a trustee….	2018	Julia had lost faith in the professional trustee who was administering her late grandfather’s estate, due to the trustee’s admitted errors. But did that mean she could use FSCL’s process to try and find further bases for complaint? Or should she just accept the trustee’s generous settlement offer?
Family debt difficulties	2019	Will a KiwiSaver trustee release money to pay a debt owed to your mum?
Artificial structures, real tax bills	2018	Teresa’s mortgage adviser arranged her a fantastic refinancing deal, with very low mortgage rates. However, a few months later, Teresa was received an $88,000 GST invoice. The IRD told Teresa the refinance had triggered a significant GST liability. Was the mortgage adviser responsible for Teresa’s unexpected GST bill?
Transfer not actioned	2018	Transferring funds from one fund to another resulted in loss. Was the loss was caused by the consumer’s own mistake or by the fund manager’s error?
Lending outside the law?	2019	Lending to a family trust is not covered by the responsible lending obligations of the Credit Contracts and Consumer Finance Act.
Timeshare troubles	2019	While on holiday, Mike and Liz joined a timeshare without realising they were locked in for 30 years and borrowing $20,000 to pay for the membership. Is there any possibility of cancelling the membership and loan agreement?
Quick resolution with a financial mentor’s help	2019	What happens when a loan to buy a vacuum cleaner becomes unaffordable?

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