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
No more hopping the ditch to get KiwiSaver rich 2014

If you move permanently to Australia, can you transfer your KiwiSaver funds to an Australian superannuation scheme?

Who takes responsibility for loss following under insurance? 2014

After a cyclone destroyed an orchard the orchard owner discovered he was not insured for the loss. The orchard owner considered his broker had not provided adequate advice when arranging cover and asked his broker to reimburse the loss.

Complaints handling and the ‘ostrich effect’ do not mix well 2014

You’ve discovered you may not have the cover your adviser said you did, and your adviser will not communicate with you. FSCL investigates.

Has an adviser contributed to insurance non-disclosure? 2014

An insurance adviser failed to note a pre-existing condition on an insurance application form. A claim was declined and insurance cancelled when the insurer discovered the non-disclosure causing loss.

Overseas funds transfer declined 2014

Funds transfer company declined to send funds overseas and would not give reasons for its decision.

Fraudulent finance company employee 2012

Finance company employee fraudulently borrows money in customer’s name

An ‘interrupted’ redundancy? 2013

You have been made redundant and then enter into a short, fixed-term employment contract. Does this mean you cannot claim for credit protection insurance in the future?

Hundreds and thousands of $1,000 deposits 2014

A credit you make to your friend’s overseas credit card account is never received. How do you get back the funds?

A spending limit applied out of the blue, because you’re in the red 2014

Your credit card declines when you try to make a purchase, because your credit card provider applied a spending limit to your account without informing you.

Chandelier chargeback 2014

A dispute arising out of a credit card chargeback was referred to the Disputes Tribunal because of deficiencies in the participant’s internal complaints process resulting in additional costs to the complainant