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 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 noteFormer wife leaves behind bankruptcy debt
David became concerned when his bank declined a personal loan application because of a default listing on his credit card. A credit check had revealed an unpaid…
Read full case note