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
A missing vehicle, a repossession, and an auction 2013

Sam and his partner Tom took out a loan as co-borrowers with a finance company. Tragically, Tom took his own life.

A fire at Heathrow and a costly flight home 2013

A fire onboard an Ethiopian Airlines plane at Heathrow airport on 13 July 2013 caused disruption to travel in and out of the airport.

A case of miscommunication between broker and client 2013

Serena wanted to sell her shares in Capital Capital. She instructed her broker, John, to sell the shares, unaware that Capital Capital was scheduled to declare a dividend payment in the next few weeks.

Why am I paying more towards my loan, but my balance is not decreasing any faster? 2012

In late 2012 Patrick had some mechanical problems with the vehicle he had purchased with a loan from his finance company.

A ‘leaping’ interest calculation 2013

Interest calculations and leap years, and the effect of a change in your resident withholding tax rate.

Travel woes in Scotland 2013

What happens when you cannot use your travel card to make payments overseas?

Ensure insurance ensues 2014

You have complimentary travel insurance with your credit card, but the length of your trip exceeds the policy’s maximum 35 day limit on cover. You change your flights for health reasons and re-book to be away for less than 35 days, but the insurer declined your claim for the change costs. Is the insurer able to do this?

Insurer’s response to traveller’s responsibility 2014

Complainant was unable to board her flight to Fiji because she did not have six months’ validity on her passport. The insurance company declined the claim on the basis that the complainant’s loss was not unforeseen and not outside her control.

The mercury’s rising 2014

You start to suffer from symptoms of mercury poisoning while travelling overseas. You and your travel insurance company cannot agree on the quantum of your claim for ongoing medical costs incurred upon returning to New Zealand.

40 day round trip – a requirement to trigger cover 2014

Return flights to South Africa booked for a travel period of 50 days. You misplace your Ipad 2 at Heathrow while in transit, and make a claim, to discover that you are only covered if your travel period is for 40 days or less.