Guides & cases
We’re here to help resolve complaints between consumers and financial service providers. You’ll find some useful resources below, including consumer guides and case studies summarising real-life complaints we’ve investigated.
Consumer guides
We’ve developed guides that offer clear, practical information on common complaint issues and financial service topics. Whether you need help understanding how we approach a particular complaint, or just want to enhance your knowledge and know your rights, these guides are here to assist you.
Case studies
Our case studies show how we deal with the many different issues that arise in our investigations. The case studies 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 ways in which a complaint can be resolved.
Our case studies are anonymised. We have changed names and other identifying information to prevent consumers and financial service providers from being identified.
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Computer gaming gets out of control
READ MORE >: Computer gaming gets out of controlStephen’s son believed he was purchasing gems within a game, not realising real money was involved.
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Sending money overseas? It’s not just the account number that needs to be correct
READ MORE >: Sending money overseas? It’s not just the account number that needs to be correctRaymond sent almost NZ$20,000 overseas to his son using an international money transfer service, but the money never arrived. He later discovered that he had entered the routing number for the wrong bank.
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Reading your loan agreement matters
READ MORE >: Reading your loan agreement mattersNiko expected his loan to cost less than $9,000, but the agreement clearly recorded a total repayment of $18,000
