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
The perfect storm	2018	A large cyclone caused leaks in Carlos’s new home. The insurer said the leaks were not because of the cyclone but due to wear and tear, and poor construction. Can Carlos claim the costs of damage from his insurer?
Food allergy prevents travel	2018	A minor prawn allergy is diagnosed as a life-threatening allergy weeks before leaving for Vietnam. Will the insurer accept the claim when the trip is cancelled?
Stolen credit card problems	2019	A credit card provider cannot cancel the card afterhours after being advised it has been stolen, then goes on to cause some inconvenience when reissuing the card.
Executive decisions – the 5% fee	2018	A family queries the 5% administration fee, based on the value of the estate, charged by a trustee company.
Dodgy financial advice from unregistered adviser	2018	An unregistered financial adviser promises to rescue a couple from a mortgagee sale only to make a bad financial situation worse.
The loss of the ring	2019	Belinda put her wedding ring in her toilet bag in her hotel but could not find it days later when she went to put it on. Her insurer declined the claim because the jewellery not on her person or in a locked safe. Was this correct?
Truck shop trouble	2018	Anika purchased a home entertainment system on credit from a mobile trader. A few months later she realised she couldn’t afford her loan repayments on her beneficiary income. Should the mobile trader have given this credit to Anika?
Til death (or retirement) do us part	2018	Ryan remarried, and went to enter his new wife’s details on his superannuation scheme. Ryan was told he could not add his wife to the scheme, since he had already retired. Was the superannuation scheme provider acting reasonably?
A deal too good to be fair?	2018	Clive’s fund manager was closing down one of its investment funds, meaning Clive had to move his savings. The fund manager offered Clive reduced fees if he moved his money to another one of its funds. Clive thought this deal was anti-competitive and unfair.
Going down swinging	2016	John had income protection insurance. He moved from NZ to Australia, and changed his job but continued to pay his premiums. After John made a claim which was declined, John asked that his adviser make changes to his policy. John’s adviser could not get the insurer to agree to any policy changes. Was it the adviser’s fault?

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