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
Car collateral confusion 2017

Is it unfair for a finance company to require a car yard to pay off all its borrowings before it releases its security over any of the vehicles in the yard?

Interesting times 2017

Does a customer have to pay interest for late payment of an invoice for services, if the contract doesn’t mention interest?

I’m in Hong Kong so why am I paying in yen? 2017

When Tom pays for dinner in Hong Kong using his travel card, payment is drawn from his yen balance, not his Hong Kong dollar balance. Was there an error in the travel card provider’s systems?

“Complaints and the snow-ball effect” 2017

Grant attempts several times to renew his credit card but, after having no luck, complains to FSCL. How did we suggest the complaint be resolved?

It’s the putting right that counts 2018

What happened when a credit union cancelled a former customer’s insurance policy.

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?