Case studies

Here are some case studies, which are based on actual complaints received by Financial Dispute Resolution Service and how they were resolved. All identifying information has been removed.

A Horse Cover

An animal owner took out an insurance policy for his horse through a New Zealand insurer’s online application. The application was made during a holiday weekend in which he intended to collect the newly purchased horse. However, ....

An overcharged mobile

Mariama had a credit with a mobile phone provider that she no longer used. Her budget advisor contacted the company asking the credit be paid to Mariama’s bank account and the account be closed...

Apology worth its weight in gold

Bob, a customer of an independent financial advisor, came to Financial Dispute Resolution Service with a complaint about his interactions with his advisor. Bob felt that his advisor had misled him about...

Debt vs profit

Sarah needed help with a whole of life insurance policy against which she had taken out a loan. A financial advisor gave her several options. She chose the option...

Do you take your medication

Annamaria applied for a life insurance policy. She talked to an insurance agent, answered medical questions and provided general information about her health – including...

Ensuring insurance coverage

A family came to Financial Dispute Resolution Service feeling that their insurance broker had neglected to ensure that their medical insurance cover continued to be adequate, fit for purpose, and financially smart. They discovered...

Exotic currency pairs & geo- political change

An online currency trader with a taste for the exotic was left high and dry when a sudden geopolitical change blew his margins and his broker wanted a top-up...

Father Loses House

Sam took out a $10,000 loan with a finance company to help with his struggling business. To secure this loan, Sam’s father, Joseph, provided a guarantee, which was secured by a mortgage on Joseph’s home...

First Home Kiwi Saver Rules

Louie wanted to use his KiwiSaver funds to build a new home. The problem was whether he qualified as a first-time homebuyer...

Homeowner, Builder and Insurer 

James contracted a builder to build his new house. Toward the end of the construction, James raised several defects with the builder... 

James and his bond

James, a tourist to New Zealand was asked to pay a refundable bond for a car rental. If the car was returned undamaged, the bond would be refunded. James made the payment on his credit card...

Lost in Translation

Tom’s dream of buying his first-home was stalled when the advice he took went wrong – and there was no documentation to back him up...

Milking the Top Ups

Jeannie took out a $3,000 loan to help ease the stress of a difficult financial period. Based on her good payment history, a year later she received a text saying she was approved for a loan top-up...

Reading the fine print

Robert took out a short-term loan and wanted to pay it back in full six months later. It was then that he looked at the loan paperwork and saw that he had been charged a loan processing fee, a broker fee...

Trading online and forced liquidation

Margaret claimed she suffered a loss of over $30,000 USD while trading via an online foreign exchange trading platform. She complained that an order was incorrectly closed by a “forced liquidation”...

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