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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Vulnerable consumer loses entire inheritance to convincing scammer
READ MORE >: Vulnerable consumer loses entire inheritance to convincing scammerA scammer persuades a consumer to transfer money into a money transfer service’s account and gains access to her PINs and passwords to steal the money.
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When is a credit card issuer required to reimburse you for fraudulent transactions made from your account?
READ MORE >: When is a credit card issuer required to reimburse you for fraudulent transactions made from your account?Ruby complained that the credit card issuer refused to reimburse her for fraudulent transactions made on her credit card to an online betting website.
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Probate threshold increase simplifies estate access for bereaved families
READ MORE >: Probate threshold increase simplifies estate access for bereaved familiesAmir applied for his late father’s KiwiSaver funds to be released. The KiwiSaver provider told him he had to apply to the High Court for a grant of probate before releasing funds because the amount was over the ‘small estate’ threshold.
