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
Leaky home issues 2018

After some bad weather, Tom found leaks through his ranch slider and water damage to his lounge ceiling. His insurer said he had a leaky home and declined his claim. Tom complained to FSCL.

Stolen identity 2019

What happens if your identity is stolen, and money borrowed in your name, but you find it difficult to communicate with the lender?

The curious case of the disappearing jet ski 2019

Edwin took his jet ski to an amateur repairer, who disappeared with the jet ski a few months later. Edwin made a claim with his insurer, but his claim was declined. His insurer said his policy did not cover theft by a person to whom Edwin gave his jet ski. Was the insurer acting reasonably?

Was it open or not? 2019

Ravi is seeking a refund from his credit card company for goods purchased overseas that had already been opened and that gave him a reaction.

The vanishing $1000 2019

Kelly’s money went missing while transferring it between her bank and her travel card. No one can tell Kelly what has happened to her money.

When there is no trust in a trustee…. 2018

Julia had lost faith in the professional trustee who was administering her late grandfather’s estate, due to the trustee’s admitted errors. But did that mean she could use FSCL’s process to try and find further bases for complaint? Or should she just accept the trustee’s generous settlement offer?

When there is no trust in a trustee…. 2018

Julia had lost faith in the professional trustee who was administering her late grandfather’s estate, due to the trustee’s admitted errors. But did that mean she could use FSCL’s process to try and find further bases for complaint? Or should she just accept the trustee’s generous settlement offer?

Family debt difficulties 2019

Will a KiwiSaver trustee release money to pay a debt owed to your mum?

Artificial structures, real tax bills 2018

Teresa’s mortgage adviser arranged her a fantastic refinancing deal, with very low mortgage rates. However, a few months later, Teresa was received an $88,000 GST invoice. The IRD told Teresa the refinance had triggered a significant GST liability. Was the mortgage adviser responsible for Teresa’s unexpected GST bill?

Transfer not actioned 2018

Transferring funds from one fund to another resulted in loss. Was the loss was caused by the consumer’s own mistake or by the fund manager’s error?