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
A stag-nated insurance policy 2018

Greg and Leah didn’t receive the letter their insurance broker sent, notifying them that insurance for their stag was due to lapse. Should the insurance broker have done more to ensure the stag remained insured?

A speedy settlement 2019

Two hours before Margaret was due to resettle her mortgage, she received a call from her financial adviser. The adviser told her she was going to be charged a $1,000 ‘clawback’ fee if she went ahead with the new mortgage. Should the adviser have told Margaret about the fee earlier?

The Rainmaker 2018

Taua had some issues with the way a trustee company had run her parents’ estates. She hired a lawyer to make a very long and complex complaint to FSCL. FSCL partially upheld her complaint, but could she recover her legal fees?

Pipe Dreams 2018

The Pipe Company damaged a client’s pipes while it was performing a job. It repaired the damage, and but its insurer refused to pay any profit or overhead margin for the repairs. Was this fair?

Broker’s broken promise? 2018

Did Linda’s insurance broker provide enough support, either in getting the right insurance or in being there for Linda after she had made a claim?

Travel Cards and the Anti-Money Laundering & Countering Financing of Terrorism Act 2009 2018

Alan held a travel card with the travel card company. A credit was paid to the account by a company he purchased goods from using different reference codes. As a result, the travel card company suspended his account to investigate potential fraud. Alan was not told immediately. Was the travel card company correct to suspend his account?

Flight Cancellations and Government Disputes 2018

A government dispute between two nations lead to cancellations of Dean’s flights and he missed a connecting flight. Dean wanted to claim from the Insurer under his travel insurance, the expense of extra flights and was declined. Was the Insurer’s decision correct?

Reasonable Fees 2018

Caleb took a consumer loan for a car on 30 August 2016. Caleb defaulted on a number of payments and was charged a number of default charges by the lender. Were the charges reasonable in light of the facts and under the CCCFA?

The perils of medical tourism 2018

Should an insurer have to pay when ‘medical tourism’ goes wrong?

Unregistered company – unreasonable fees 2018

Cassie’s debt to a lender was assigned to a debt collection company. When Cassie missed some payments to the debt collection company, it started charging default fees of $70 per payment. Could the debt collector company charge these fees?