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.

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Title Year Case summary
Inadequate advice about credit related insurance 2020

What happens when credit related insurance is automatically included with a loan balance without considering the borrowers individual needs?

Request for release of further KiwiSaver funds declined 2020

Wiremu and Anna are struggling financially and apply to withdraw their KiwiSaver funds. When they don’t receive as much as they thought they would, they contact FSCL.

Luggage stolen from a locked vehicle 2020

What happens if you leave luggage in view in a locked vehicle, even for only a few minutes, and that luggage is stolen?

Credit related insurance automatically added 2020

What happens if a lender automatically adds insurance to your loan balance?

The insured’s responsibility to provide information at claim time 2020

Is it your adviser’s fault if you are unable to provide all the information your insurer needs to assess a claim?

Lending pre-6 June 2015 2020

What happens if you are a co-borrower and the other co-borrower does not repay the loan?

Balloon payment refinancing declined 2020

What happens if your lender declines to refinance your loan because it says you do not have a good credit history?

Affordability assessment gives rise to complaint 2020

What happens when a lender relies only on bank statements and its own lending affordability assessment when deciding to lend.

Relationship breakdown ends overseas trip 2020

Will your insurer be obliged to cover your costs if you need to return home to New Zealand from overseas?

Travel plan changes 2020

What happens if there are lots of reasons why you change your travel plans?