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
Affordability assessment gives rise to complaint 2020

What happens when a lender relies only on bank statements and its own lending affordability assessment when deciding to lend.

Relationship breakdown ends overseas trip 2020

Will your insurer be obliged to cover your costs if you need to return home to New Zealand from overseas?

Travel plan changes 2020

What happens if there are lots of reasons why you change your travel plans?

Benign tumour proves to be cancer and disrupts travel plans 2020

What happens if you do not think you need to tell your travel insurer about a benign tumour that will be removed before you travel?

Delayed sale 2020

Is it reasonable for a lender to take nine months to sell a voluntarily surrendered car?

Dream car disaster 2019

What happens when your circumstances change and you just cannot afford to keep your dream car?

Your brokerage fee is how much? 2019

Are you liable to pay a brokerage fee even if you decide not to proceed with the proposed lending?

Repossessed items sold off cheap 2020

What happens if, while you are in prison, a lender repossesses and sells secured items at an undervalue?

Video call resolution 2020

What happens if you are having real problems communicating, and you need the help of people who live in different cities?

Country of origin conundrum 2019

Yanxi was travelling home to China. Her luggage was delayed in Hong Kong. Was she covered for costs incurred waiting for her luggage to arrive in her hometown in mainland China or did her cover end when she arrived in Hong Kong?