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
Dodgy financial advice from unregistered adviser 2018

An unregistered financial adviser promises to rescue a couple from a mortgagee sale only to make a bad financial situation worse.

The loss of the ring 2019

Belinda put her wedding ring in her toilet bag in her hotel but could not find it days later when she went to put it on. Her insurer declined the claim because the jewellery not on her person or in a locked safe. Was this correct?

Truck shop trouble 2018

Anika purchased a home entertainment system on credit from a mobile trader. A few months later she realised she couldn’t afford her loan repayments on her beneficiary income. Should the mobile trader have given this credit to Anika?

Til death (or retirement) do us part 2018

Ryan remarried, and went to enter his new wife’s details on his superannuation scheme. Ryan was told he could not add his wife to the scheme, since he had already retired. Was the superannuation scheme provider acting reasonably?

A deal too good to be fair? 2018

Clive’s fund manager was closing down one of its investment funds, meaning Clive had to move his savings. The fund manager offered Clive reduced fees if he moved his money to another one of its funds. Clive thought this deal was anti-competitive and unfair.

Going down swinging 2016

John had income protection insurance. He moved from NZ to Australia, and changed his job but continued to pay his premiums. After John made a claim which was declined, John asked that his adviser make changes to his policy. John’s adviser could not get the insurer to agree to any policy changes. Was it the adviser’s fault?

Mowed away 2018

Is a credit card provider caught by the Consumer Guarantees Act and obliged to cancel a contract if the goods paid for with the card are not of an acceptable quality?

Attack of the ATM 2018

Rufus’s travel card was swallowed by an ATM machine. The bank told Rufus his card would be destroyed. To his horror, Rufus discovered his card was somehow stolen and money emptied from his account. Can Rufus get his money back?

Insurance mix-up 2018

Insurance accidentally lapses when insurers change, but request a request to reinstate is overlooked, resulting in a redundancy claim being declined

Inconvenient freeze 2018

Travel card account frozen when suspicious transaction identified