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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Delay in processing KiwiSaver hardship application
READ MORE >: Delay in processing KiwiSaver hardship applicationExtra information needed for a KiwiSaver hardship withdrawal should not have delayed the application
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Lender required to waive interest after unaffordable loan
READ MORE >: Lender required to waive interest after unaffordable loanWei borrowed $11,000, but could not afford the repayments as he was unable to work. Had the lender met their responsible lending obligations?
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Crypto freeze: Bitcoin withdrawal declined, and account frozen, was the provider suspecting fraud?
READ MORE >: Crypto freeze: Bitcoin withdrawal declined, and account frozen, was the provider suspecting fraud?Harris’ cryptocurrency withdrawal was declined, and his account was temporarily frozen. He thought his provider was suspecting him of fraudulent or criminal activity.
