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
Mobile trading mishap 2021

Jude is approached by a truck shop and makes a purchase. Jude’s financial mentor thinks the truck shop’s practices are unethical.

Repossession and recovery 2021

When Julie’s car is suddenly repossessed, she complains the lender calculated the arrears on her loan account incorrectly.

ACC cover but no insurance 2020

When Kate suffers a back injury, she is surprised to find her income protection insurance doesn’t kick in for 13 weeks since the accident. To make matters worse, her insurance claim is then declined for non-disclosure of medical conditions. Was any of this her adviser’s fault?

New lending in uncertain covid-19 times 2021

In June 2020, Jason and Roimata decided to buy a second property. A year later, they refinanced their loan from their second-tier lender to a bank. Jason and Roimata were shocked when their adviser sent them an invoice for the commission the lender recovered from him. They also wondered why their adviser hadn’t told them to refinance with a bank a year prior.

Swanky car hits a snag 2021

Yan was comfortably earning a high income, and decided to borrow $40,000 to purchase a luxury car from a dealer. A few months later, his 6-month contract ended and he struggled to secure further income to support his loan repayments.

Give me my money back, I borrowed it! 2021

Pierre withdrew $12,000 from his trading account. After a few days he hadn’t received it, so he told the trading platform it was borrowed money that he urgently needed to repay. The platform closed his trading account immediately

Shares sold too cheap? 2021

Archie instructed his share registry to sell some shares at a minimum of $3 per share. The registry sold the shares at $3 per share, but Archie saw the price had gone up to $5.50 that day

Pregnancy and childbirth costs not covered by insurance 2021

Maja’s pregnancy related costs were not covered by either government funding or her travel insurance policy. Is this fair?

Mortgagee sale last resort 2021

When Christina’s circumstances changed, making repaying a loan impossible, the finance company was given no option but to apply to the court for substituted service to allow them to sell the property

Hardship help 2020

Jason felt his lender did not do enough to help when they lost income because Jason’s wife was so sick that she was unable to work