Quick Guides
We’ve put together guides containing practical, easy-to-understand information on all aspects of banking. Ideal to help you sort out a problem, or a simple way to get smarter about banking.
Case notes
These summarise real-life cases we’ve investigated. You’ll find stories similar to your own situation. Read them to help sort out your own problem, or to get an idea of how we might handle your complaint.
Bank acted reasonably in freezing accounts during dispute
Rochelle, along with her sister and brother, had enduring power of attorney over their mother's finances. Rochelle’s brother contacted the bank in May 2022 to s…
Read full case noteBank adequately investigated customer’s chargeback request
In 2022, Santiago signed up for an online trading service. The subscription fee was $7,000, which Santiago said the service stated was fully refundable if he wa…
Read full case noteBank failed to disclose effect of default despite customer expressing credit rating concerns
Sawyer came to New Zealand in 2019 on a student visa. He began working in the finance sector and the following year obtained a personal loan with the bank and k…
Read full case noteCustomer acted reasonably when duped by fake bank website
In January 2023, Joyce received an SMS text purportedly from the bank saying it had detected an unusual payment attempt on her new card and asked her to click o…
Read full case note