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
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

Sorina’s debt to a lender was assigned to a debt collection company. When Sorina 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?

The perfect storm 2018

A large cyclone caused leaks in Carlos’s new home. The insurer said the leaks were not because of the cyclone but due to wear and tear, and poor construction. Can Carlos claim the costs of damage from his insurer?

Food allergy prevents travel 2018

A minor prawn allergy is diagnosed as a life-threatening allergy weeks before leaving for Vietnam. Will the insurer accept the claim when the trip is cancelled?