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
Where did my money go?	2017	What happens when you are in default of your loan repayments, and your lender debits your bank account leaving you with only $35 to pay your weekly expenses?
A swift resolution to Mihirangi’s complaint	2018	Mihirangi bought goods from a mobile trader and soon after defaulted on her payments. Did the mobile trader comply with the Responsible Lending Code?
Lawless loans?	2017	Why were Wiremu’s parents paying higher interest rates to a third-tier lender than others were being offered?
Poor form	2017	A professional trustee made a mistake and wants to put it right – but should Deirdre end up better off?
Krakow caper	2017	Patrick fell for a credit card scam when enjoying a drink at a bar in Krakow. Should his travel insurer have to compensate him for his loss?
Marine mishap	2017	Bryan was an experienced mariner and he formed a view early on about how his yacht had been damaged. But did the insurer have to accept his view without question?
Policy loophole letdown	2015	What happens when a policy doesn’t cover loss both the insured and their financial adviser expected would be covered?
Responsibility for lending to peers	2018	Is a loan by a peer to peer lender subject to the responsible lending obligations in the Credit Contracts and Consumer Finance Act 2003?
The hijack and the backpack.	2018	After the vehicle Johanna and Jack were travelling in to the airport was hijacked and stolen, their travel insurer declined their claim. Was the insurer able to decline the claim?
Going downhill fast	2018	A motorbike accident was caused when brakes failed, but the insurer declined the claim saying the loss was excluded because the insured did not have a motorbike licence. If the accident would have happened anyway, does it matter that the insured did not have a licence?

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