Skip to content
Circular Home
Issue 29 - April 2017

Statistics report

 

Disputes received at the Registration and Referral stage:
We received 10,143 disputes in the January to March 2017 quarter. This is a 6% increase compared with last quarter and an 18% increase compared with the December quarter last year. We saw this increase across all product lines.

Bar chart showing disputes received at the Registration and Referral stage by quarter to March 2017
 

Total disputes received by product line
Most disputes received this quarter were credit disputes (40%), followed by general insurance disputes (32%).

Table showing total disputes received by product line for January - March 2017

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 5,491 disputes. This is a 1% decrease compared with last quarter and an 11% 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 chart showing disputes accepted by quarter to March 2017

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 (32%). On the other hand, banking and finance had a slight smaller proportion of disputes accepted (53%) than disputes received (59%). This was because insurers resolved a smaller proportion of disputes at Registration and Referral than those resolved by banking and finance FSPs.  

Table showing total disputes accepted by product line January - March 2017

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 9,904 disputes this quarter. This is a 2% increase compared with last quarter and a 29% 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 chart showing number of disputes closed by quarter to March 2017

 
Total disputes closed (by outcome)
Of the closed disputes, almost two-thirds (60%) were resolved through an agreement between the FSP and the consumer. This remained consistent with last quarter. We closed 15% of disputes as being outside FOS’s jurisdiction and 11% due to applicants deciding not to pursue their dispute(s).

We closed more than 8% of disputes at the Preliminary View stage and 7% of disputes at the Decision stage.

Table showing total number of disputes closed by outcome during January - March 2017

null