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
A damaged floor claim is declined 2021

When a cleaner damages a client’s wooden floor and their insurance claim is declined, they complain to FSCL.

Why am I still paying this debt? 2021

Thomas can’t understand why he’s still got a $6,000 credit card debt when he’s paid $20,000 over 8 years.

Loss caused by Covid-19 not covered 2021

Loss for Covid-19, a notifiable infectious disease, not covered by the policy

Borrower believed lender sold repossessed car well below its market value 2021

Did the lender take reasonable care when they sold a repossessed car?

Error when a loan was documented 2021

Lender overlooked to apply an agreed discount when they redocumented a loan. This affected the amount of interest the borrower would pay.

Insurance broker overlooked to arrange a policy extension for their client 2020

What harm did an insurance broker’s mistake cause their client?

Incorrect fee applied to estate administration 2021

David’s late mother’s estate was administered by a trustee company. Upon uncovering a letter written by his late mother, concern was raised about the sliding scale of fees the trustee company was applying. David’s subsequent complaint led to the trustee company reviewing their fee and honouring the original fees contract.

Fraud on a vulnerable consumer’s account – who’s to blame? 2021

Aesha is a vulnerable consumer who had money fraudulently taken from her account. Aesha’s caregiver took her money, but we found that her credit union were partially responsible for allowing the transactions to proceed – so we asked them to reimburse some of the funds.

Dispute between beneficiaries led to prolonged estate administration 2020

Was the trustee company responsible for the costs of a prolonged estate administration?

No cover under business insurance for privately owned vehicles 2021

Was the insurer obliged to pay a business insurance claim for damage to privately owned vehicles?