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Guides & cases
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’s inspection referral did not expose it to liability for “leaky” house repairs
In early 2018, Joy and Blaine asked the bank for a loan to buy a house with monolithic cladding. The bank said houses with this type of cladding were prone to l…
Read full case noteCall should have raised doubts
Sarah got hold of her friend Ana’s phone banking password. She called the bank and managed to get past security questions, using vague answers.
Read full case noteBank had right to hold on to insurance money
Fred had two bank loans on his property, which was badly damaged in the Christchurch earthquakes. The bank, in its role as mortgagee, received several payments …
Read full case noteBank not responsible for losses to online trading company
Jamaal made investments in an online trading company, paying for them with his credit card. Later he became concerned about the online trading and with the assi…
Read full case note