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Issue 28 - February 2017

Statistics report

 

Disputes received at the Registration and Referral stage
We received 9,604 disputes in the October to December 2016 quarter. This is a 1% decrease compared with last quarter and a 26% increase compared with the December quarter last year.

Bar chart of disputes received for the October - December 2016 quarter compared to previous quarters.


Total disputes received by product line
Most disputes received this quarter were credit disputes (41%), followed by general insurance disputes (31%).

Table of disputes received by product line for the October - December 2016 quarter.

Note: The total number of disputes received in this table exceeds the total reported in the chart above. The total in that chart is based on counting each case, even if it is about multiple products and issues, as one dispute.


Accepted disputes
This quarter, we accepted 5,580 disputes. This is a 4% decrease compared with last quarter and a 9% increase compared with the same quarter last year. The increase from the same quarter last year was due to the continued high number of disputes received during this financial year.

Line graph of number of disputes accepted for the October - December 2016 quarter compared to previous quarters.

Credit and insurance disputes accounted for more than three-quarters of disputes accepted. Credit disputes made up 40% of disputes accepted and insurance disputes 37%.

The proportion of insurance disputes accepted (37%) was higher than the disputes received (31%). On the other hand, banking and finance had a smaller proportion of disputes accepted (54%) than disputes received (60%). This was because insurers resolved a smaller proportion of disputes at Registration and Referral than those resolved by banking and finance FSPs.

Table showing the number of disputes accepted by product line for the October - December 2016 quarter.

Note: The total number of disputes accepted in this table exceeds the total for this quarter in the chart above. The total in that chart is based on counting each case, even if it is about multiple products and issues, as one dispute.


Disputes closed
We closed 9,820 disputes this quarter. This is a 4% increase compared with last quarter and a 25% increase compared with the same quarter last year. This is the highest number of disputes closed in a quarter in the past three years.

Line graph showing the number of disputes closed during the October - December 2016 quarter compared to previous quarters.


Total disputes closed (by outcome)
Of the closed disputes, almost two-thirds (60%) were resolved through an agreement between the FSP and the consumer. Compared with last quarter, this is a 2% decrease. We closed 16% of disputes as being outside FOS’s jurisdiction and 10% due to applicants deciding not to pursue their dispute(s).

We closed more than 7% of disputes at the Preliminary View stage.

Table showing number of disputes closed by outcome for the October - December quarter 2016.

Notes
1.
At the time of publication, the data in this report accurately reflects data held in FOS's case management system.
2. Data variation between monthly reports may occur due to reopened disputes, information entered in error or case actions being back dated for valid reasons.
3. All the percentages in this report have been rounded to the nearest whole number. Because of this rounding, the sum of the percentages in a given table might not add to 100%.

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