Case Studies | Financial Services Complaints Ltd

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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Case Notes Category

Title	Year	Case summary
Life and trauma insurance – compulsory or recommended?	2020	Rawiri and Jenny’s financial adviser recommended they get life and trauma insurance cover when they refinanced. A couple of years later, Rawiri asked the adviser to cancel the insurance, but the adviser said it was compulsory for them to keep it as part of their refinance.
Financial service provider assisted another company to mislead a consumer	2020	Anika complained that a financial service provider assisted another company, who was not a registered financial service provider, to mislead her about an investment.
Not a pre-existing medical condition after all	2020	What happens if you think you just have indigestion, book travel and insurance, and then discover your discomfort was actually cancer?
Designer handbag undervalued	2020	What happens if your travel insurer applies depreciation to an item that has actually increased in value?
No job and a spiralling loan	2020	Mai had almost finished repaying her $520 loan when she lost her job. Mai’s debt spiralled to $880. Was the lender’s hardship process fair?
Bungled Bahamas trip	2020	Mahalia was booked to travel to the Bahamas in April 2020. In March 2020, New Zealand went into lockdown and the Bahamas closed its borders. Could Mahalia’s insurer decline her trip because a government had interfered with her trip?
New car and new debt	2020	Felix borrowed $8500 from a lender to help him purchase a new car. Felix soon had trouble making the repayments, and he began to wonder if the loan was ever affordable in the first place.
Insurer agreed to overturn decision to decline claim	2020	Emma’s backpack was stolen from her rental car while she was on holiday. Did her claim for the lost items fall within her travel insurance cover?
Was the mortgage broker’s invoice fair?	2020	Corey believed the amount he was invoiced for mortgage broking services was not fair.
Don’t make me wait – you’re one day late!	2018	Roger’s credit card company took one working day longer than it should have to refund some money. It also got the timeframe wrong when Roger phoned. But does that warrant compensation?

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