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
Mortgage broker did not explain costs to refinance with a new lender 2020

Mortgage broker did not explain to her client that he would need to pay his former lender an early repayment cost and repay a cash contribution when he refinanced with a new lender.

“Did you ‘go into bat’ for me?” 2021

Andrew was contracted to print a company’s logo for 20,000 high-end clay products. The ink supplied to Andrew expired and the printing process failed. Andrew claimed on his insurance but was declined. Andrew felt his adviser had let him down by not placing a ‘property worked on’ clause in his liability policy. Was the adviser responsible for his loss?

An expensive misunderstanding 2021

Astrid borrowed $80,000 to purchase a luxury car from a dealer. Astrid thought under the loan agreement, she could return the car to the dealer instead of making the $60,000 balloon payment at the end of the loan term. Astrid couldn’t afford to make the balloon payment, but when she tried to return the car instead, she found she wasn’t able to.

Lost deposits lost in translation of the policy 2020

Petra’s insurer only paid her three-quarters of the costs of her cancelled trip because there was a limit in her policy for lost travel deposits. Petra thought this limit shouldn’t apply to her claim because she paid for the trip in full rather than by deposit.

Did I receive my superannuation funds 18 years ago? 2020

Tawhiri cannot recall receiving his superannuation funds 18 years ago. He complained to FSCL when his superannuation scheme could not provide definitive evidence that they paid him the funds.

Fraud or not? 2020

Robin claimed that her former employer had fraudulently taken out a motor vehicle loan in her name. But what did the evidence say?

A quick resolution 2020

What happens when you do everything you can to resolve a complaint, but your customer is still not happy?

Mis-characterised flights lead to reduced claim 2020

Jonida’s insurance claim for emergency flights home had been accepted. However, the insurer had deducted $800 from the claim to account for a refund Jonida had received from her airline. Had the insurer treated this refund fairly?

Insurance claim delay – is the broker responsible? 2020

What happens if your insurer takes a long time to pay a claim, is your broker responsible?

Loan refunds lead to overdue loan 2020

What happens if you cannot understand why you still owe money on a loan account when you believed the loan should have been repaid years earlier