better banking

Case notes

We publish our case notes as a resource for people interested in how the Banking Ombudsman might approach a particular type of complaint. While we don’t operate on a strict precedent system like the courts, we have developed a consistent approach to some common types of complaint.

Some older case notes have been omitted from this collection, either because the relevant law or banking practice has changed, or because they are outdated in some other way.

Please note participant banking service providers and their customers are referred to anonymously in the case notes, and detail may be amended or omitted to ensure confidentiality.

 

Case - 48718

2016 - 2017

Insurance - Home and contents insurance

Case - 49296

2016 - 2017

Lending - Non-property lending

Case - 49815

2016 - 2017

Payment systems - Foreign exchange

Case - 50836

2016 - 2017

Insurance - Life insurance

Case - 49172

2016 - 2017

Lending - Guarantee

Case - 48887

2016 - 2017

Insurance - Life insurance

Case - 49894

2016 - 2017

Payment systems - Telegraphic transfer

Case - 50339

2016 - 2017

Insurance - Travel insurance

Case - 48560

2016 - 2017

Cards - Credit card

Case - 49824

2016 - 2017

Payment systems - Internet banking

Case - 49714

2016 - 2017

Lending - Non-property lending

Case - 49081

2016 - 2017

Bank accounts - Transactional account

Case - 46468

2016 - 2017

Cards - Credit card

Case - 48533

2016 - 2017

Lending - Overdraft

Case - 48869

2016 - 2017

Investment - Kiwisaver

Case - 48563

2016 - 2017

Insurance - Life insurance

Case - 46354

2016 - 2017

Lending - Non-property lending

Case - 48614

2016 - 2017

Lending - Non-property lending

Case - 48534

2016 - 2017

Bank accounts - Transactional account

Case - 48239

2016 - 2017

Bank accounts - Transactional account