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.

Search case studies

Title Year Case summary
That’s not my debt! 2021

Henare was thinking about taking out a mortgage, so he requested a copy of his credit file. He noticed several loans and applications on his credit file that he didn’t recognise. Henare realised he had been the victim of identity theft, but he had a hard time dealing with the debt collectors.

Insurer agrees to cover Covid-19 claim 2020

What happens if, even though there is a pandemic exclusion in your policy, your insurer tells you that Covid-19 claims will be covered?

Insurance policies cancelled 2021

Jeremy did not remember cancelling his insurance policies, but was able to see that it was reasonable for his insurer to think that was his intention

Unexpected loss on trade 2021

Was the broker responsible for the loss Jack suffered on a trade?

Consumer confused about how much they had paid a mobile trader 2021

Mobile trader refunded their fees in the interests of resolving the complaint quickly

Repayment holiday remorse 2021

Wendy’s lender approved a loan repayment holiday during New Zealand’s COVID-19 lockdown because Wendy’s income was reduced by 50%. Six months later, Wendy noticed that the holiday meant her loan had accrued more interest than it would have without the holiday. Wendy asked her lender to revert her payment schedule back to the original version. Did the lender agree?

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.