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
Lending outside the law? 2019

Lending to a family trust is not covered by the responsible lending obligations of the Credit Contracts and Consumer Finance Act.

Timeshare troubles 2019

While on holiday, Mike and Liz joined a timeshare without realising they were locked in for 30 years and borrowing $20,000 to pay for the membership. Is there any possibility of cancelling the membership and loan agreement?

Quick resolution with a financial mentor’s help 2019

What happens when a loan to buy a vacuum cleaner becomes unaffordable?

Disputed credit card transaction 2019

A disputed credit card transaction is redebited to the customer’s account because the customer did not understand she needed to provide additional information.

Drain disaster 2018

Company A knew that it had to take steps to prevent concrete getting into holes in underground pipes. The question is whether it took ‘all reasonable precautions’, as required by its insurance policy?

Call me maybe? 2019

Caitlyn and her insurance adviser had arranged an insurance policy for Caitlyn, and all that was left to do was sign the contract. However, Caitlyn and the insurer never met to sign the contract, so when she had a heart attack a few months later, she did not have any cover. Should the adviser have done more to finalise the contract?

Mobile traders and mobile debt 2019

What happens when a lender sells a debt to another company? Who is responsible for the complaint? And what happens if debt recovery action is threatened?

“We direct you to cancel our director’s insurance” 2018

A company wants to cancel director’s insurance for one of its directors. When this takes 7 months, the company complains to its insurance advice firm about the delays.

Who can you ‘Trust’? 2018

When your former husband and co-trustee does a runner with money owed to the trust, who is to blame?

Communication breakdown 2019

How far should a broker go to make sure that you know your insurance premium has not been paid, jeopardising your cover?