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 failed to make clear couple’s income factored into loan application
In December 2019, George approached the bank about a $300,000 loan to help his brother buy a house. His brother wanted to buy a house in a new development. He h…
Read full case noteBank entitled to include residency status in lending criteria
George applied online for a home loan. The bank's website set out some basic application criteria, including that applicants must be a New Zealand citizen or re…
Read full case noteBank not obliged to help customer in arrears
In early 2022, Bailey complained that the bank was acting unreasonably and unfairly by demanding she refinance her home loan or sell her home, making no allowan…
Read full case note