Case Studies

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.

Search case studies

Title Year Case summary
New car and new debt 2020

Felix borrowed $8500 from a lender to help him purchase a new car. Felix soon had trouble making the repayments, and he began to wonder if the loan was ever affordable in the first place.

Insurer agreed to overturn decision to decline claim 2020

Emma’s backpack was stolen from her rental car while she was on holiday. Did her claim for the lost items fall within her travel insurance cover?

Was the mortgage broker’s invoice fair? 2020

Corey believed the amount he was invoiced for mortgage broking services was not fair.

Don’t make me wait – you’re one day late! 2018

Roger’s credit card company took one working day longer than it should have to refund some money. It also got the timeframe wrong when Roger phoned. But does that warrant compensation?

An insurance policy switch 2019

In January 2014 Elizabeth moves her life, trauma, and income protection policies to another insurer, on her adviser’s recommendation. The new insurer then cancels Elizabeth’s policies for non-disclosure.

But I’m not the borrower! 2020

What happens if a lender tries to recover a debt from you, but you did not know that you were a co-borrower on the loan?

Mortgage broker did not explain costs to refinance with a new lender 2020

Mortgage broker did not explain to her client that he would need to pay his former lender an early repayment cost and repay a cash contribution when he refinanced with a new lender.

“Did you ‘go into bat’ for me?” 2021

Andrew was contracted to print a company’s logo for 20,000 high-end clay products. The ink supplied to Andrew expired and the printing process failed. Andrew claimed on his insurance but was declined. Andrew felt his adviser had let him down by not placing a ‘property worked on’ clause in his liability policy. Was the adviser responsible for his loss?

An expensive misunderstanding 2021

Astrid borrowed $80,000 to purchase a luxury car from a dealer. Astrid thought under the loan agreement, she could return the car to the dealer instead of making the $60,000 balloon payment at the end of the loan term. Astrid couldn’t afford to make the balloon payment, but when she tried to return the car instead, she found she wasn’t able to.

Lost deposits lost in translation of the policy 2020

Petra’s insurer only paid her three-quarters of the costs of her cancelled trip because there was a limit in her policy for lost travel deposits. Petra thought this limit shouldn’t apply to her claim because she paid for the trip in full rather than by deposit.