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
KiwiSaver savings are your money – but not yours to spend yet 2020

Atsushi wanted to withdraw his $40,000 KiwiSaver balance to pay for a new car, help meet his mortgage payments, and pay for his mother’s travel expenses. His KiwiSaver trustee only released $11,000, saying these weren’t minimum living costs. How much was Atsushi entitled to withdraw?

But I didn’t know money had been stolen 2019

What happens if you don’t realise if a thief has used your card to steal money from your travel card?

A reversed refund 2020

A credit card provider accepted Rachel’s chargeback request after she discovered the cruise company she purchased a cruise from was in financial strife. The credit card provider then reversed the chargeback with no warning.

Unauthorised transactions 2019

Declan noticed some unauthorised transactions on his travel card. The transactions had occurred about two years earlier. Was the card provider obliged to reimburse Declan for the unauthorised transactions?

Alleged $100,000 loss for incorrect premium estimate 2019

Farooq reduced his wife’s life insurance cover by $100,000, based on an inaccurate premium estimate provided by his insurance adviser. As a result, Farooq received $100,000 less when his wife was diagnosed with a terminal illness. Had the adviser caused Farooq to suffer a $100,000 loss?

Inadequate advice about credit related insurance 2020

What happens when credit related insurance is automatically included with a loan balance without considering the borrowers individual needs?

Request for release of further KiwiSaver funds declined 2020

Wiremu and Anna are struggling financially and apply to withdraw their KiwiSaver funds. When they don’t receive as much as they thought they would, they contact FSCL.

Luggage stolen from a locked vehicle 2020

What happens if you leave luggage in view in a locked vehicle, even for only a few minutes, and that luggage is stolen?

Credit related insurance automatically added 2020

What happens if a lender automatically adds insurance to your loan balance?

The insured’s responsibility to provide information at claim time 2020

Is it your adviser’s fault if you are unable to provide all the information your insurer needs to assess a claim?