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
The exchange rate you see isn’t the exchange rate you get 2017

Abbey used a foreign currency travel card for her trip to Australia. When she changed NZD $2,000 into AUD, she received several hundred fewer AUD than she was expecting. She complained the exchange rate offered was not the exchange rate she received.

‘Delayed and Confused’ 2017

James was a beneficiary of his mother’s estate. He thought administering the estate would be a simple matter, but delays were mounting up, and he was having trouble getting information from the trustee company administering the estate.

Pre-existing medical conditions and cause of death 2017

What happens when a doctor will not say how someone died to allow an insurer to process the claim?

“Exchanging shots about currency exchange” 2017

Tina used a Travel Card to transfer currency for her overseas trip. She later discovered the transfer had not gone into her desired currency. When she subsequently made the transfer to her desired currency, she lost a considerable sum of money as a result of exchange rates. Can she recoup this from the travel card provider?

“Exchanging shots about currency exchange” 2017

Tina used a Travel Card to transfer currency for her overseas trip. She later discovered the transfer had not gone into her desired currency. When she subsequently made the transfer to her desired currency, she lost a considerable sum of money as a result of exchange rates. Can she recoup this from the travel card provider?

My house is being sold from under me 2017

Elizabeth and Philip are served with a Property Law Act (PLA) notice. Elizabeth’s father does not want the home sold as he benefits from its rental income. Was it fair for the lender to serve the PLA notice?

“I didn’t read the terms and conditions or do anything to follow up, but you told me something which I relied upon” 2017

Jon applied for a credit card with 6 months interest-free. When he went to pay off the card at the end of the 6 months, Jon learned the card had been cancelled and his debt passed on to a collection agency. Why was this?

The fraudulent marauder 2017

Claire was making an ATM withdrawal in India when she was interrupted half way through the process. A number of days later Claire realised some money had been taken out of her account. As she had not let anyone see her PIN or lost sight of the card, Claire was confused how this could have occurred. Should Claire’s travel card provider reimburse her?

What happens if the insurer’s standards of restoration are not ‘up to scratch?’ 2017

Jenny owned and rented out an apartment in Auckland. Jenny’s tenant was found dead five weeks after she died. The delay in discovery of the body caused extensive issues with the liveability of the apartment. A considerable amount of work was necessary to restore the apartment to a liveable condition. What was the appropriate amount and standard of work in order to restore the property to its original state?

No medical certificate, no service 2018

Jesse and Robin were overseas when Robin caught a nasty stomach bug. While Robin was recovering, Jesse reorganised their flights home to New Zealand. When they returned to New Zealand, their insurer declined their claim for the cost of the new flights, saying that Jesse and Robin needed to provide a medical certificate as proof Robin was too sick to fly.