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
Bag stolen while unsupervised 2020

What happens if your bag is stolen in Kings Cross station while you are checking your tickets?

Insurance cover misunderstanding 2020

What happens when you discover the redundancy income protection cover you thought you had was actually disability income protection cover.

Debt cycle 2019

What if a mobile trader keeps selling you more and more things that you can’t afford and you feel like you can never get out of the debt cycle?

Buyer's remorse 2020

What happens if you change your mind about borrowing money to buy a car? Can you reverse the transaction at no cost?

Lender doesn’t conduct full affordability enquiries 2019

A lender relied on information provided by a finance broker, and did not seek bank statements from a borrower, before granting a loan. It then transpired the loan was unaffordable.

Toothache ruins trip 2020

What happens if a minor toothache needs serious attention while you are overseas? Will your travel insurer cover you?

The importance of plain language 2020

What happens if your lender keeps an authority you gave them to access your bank account records when you applied for the loan, and asks your bank for information about you as part of a hardship application.

A small problem leads to a big complaint 2020

One missed loan payment resulted in threatened repossession causing considerable stress and inconvenience

Car at risk 2019

What happens if you sell a car that is security for the loan? Can the lender repossess the car without warning?

African tour was not a go! 2019

Hans planned a trip to Chad, Africa through a travel company. To apply for a visa, he required an invitation. When he sent his application to the Chad Embassy in Germany, his passports were lost, and he cancelled his travel. Was the insurance company correct to decline his claim for the cancelled trip?