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
Business income or benefit? 2021

Samantha falls into financial hardship, but her early KiwiSaver withdrawal application is declined because she was eligible for a benefit instead, and wanted to use the KiwiSaver funds to work on her business.

Debt management company makes debt even worse 2021

Kauri paid a company nearly $1,800 to manage his debts by making repayments to his creditors on his behalf. After 6 weeks, Kauri noticed the company wasn’t paying his creditors.

Money goes missing 2021

Money sent by international money transfer was released to the wrong person with the same name as the intended recipient

Circumstances change, but no evidence of financial hardship 2021

Max, Marie, and Colin agreed to repay a loan at $4,000 a month, but had difficulty meeting this payment and wanted the lender to permanently reduce their payments to $2,000 a month where there was no evidence of financial hardship

That sinking feeling 2021

When Geena’s boat sank, she expected her loss to be covered by insurance and was surprised when her insurer said the loss was caused by wear and tear

Veal bound for export fails to ‘meat’ the criteria 2020

Arthur’s insurance claim for contaminated meat products is declined due to the products failing to meet the overseas export standards.

Dividend reinvestment difficulty 2021

Abel’s investment adviser stops reinvesting his dividends without instruction.

Stolen money, stolen car 2020

What happens if you are left with a debt for a car that you did not receive? Can FSCL help?

When you know something I don’t know 2021

The insurer announced Covid-19 as a ‘known event’ but did not tell David before he purchased his travel insurance. Is the insurer obliged to accept David’s claim?

Undiagnosed pre-existing medical condition 2020

Paulo knew he was having health problems but didn’t have a diagnosis. Does this still fall within a pre-existing medical condition exclusion?