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
House finance delays cause stress and additional costs 2021

What happens if a mortgage adviser delays submitting a loan application causing the consumer additional costs, stress and inconvenience?

Lender decides not to pursue a co-borrower on compassionate grounds 2021

A vulnerable consumer with no income is added as a co-borrower and suffers financial hardship when the lender applied to the court for an attachment order on her benefit

A failure in commissioning a machine = was it a service or repair? 2021

Zhang’s business made a mistake when setting up some expensive machinery for their client which resulted in over $20,000 worth of damage. Zhang had two policies for his business, but both had amendments which limited his cover.

Debt written off on compassionate grounds 2021

The lender wrote off the balance of a car loan in full after a change in the borrower’s circumstances.

I’ve got vehicle cover, don’t I? 2021

Thinking she has vehicle insurance in place, Hinewai contacts her adviser to make a claim. She discovers she’s not insured.

Replacement insurance – was best practice followed? 2021

Jane’s financial adviser recommended that she move her life and mortgage protection insurance company to a new insurance company. Jane did not disclose a pre-existing medical condition and a claim under her mortgage protection insurance was later declined. The adviser’s process was flawed but did not cause a direct financial loss. The adviser paid compensation for inconvenience.

Fraudulent transactions refunded 2021

An investigation into fraudulent transactions identified a change in financial circumstances allowing the lender to make enquiries into the ongoing affordability of a credit card limit

Disability allowance wrongly included as income 2021

A lender failed to lend responsibly when they over-estimated income, by including a disability allowance, and under-estimated food expenses

Under-estimated food costs leads to interest and fee refund 2021

A lender made a mistake when calculating the food allowance in a borrower’s budget resulting in a refund of all the interest and fees charged over the life of the loan

My father’s condition wasn’t pre-existing 2021

Nisha and Mahendra do not accept their insurer’s decision to decline their claim for a cancelled trip to Australia, when Mahendra’s father falls unexpectedly seriously ill and later dies