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Issue 30 - July 2017

Statistics report


Total disputes received by quarter
We received 10,115 disputes in the April to June 2017 quarter. This is consistent with last quarter but an 8% increase compared with the same quarter last year.

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Total disputes received by product line
Most disputes received this quarter were credit disputes (39%), followed by general insurance disputes (33%).

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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.


Total disputes accepted by quarter
This quarter, we accepted 5,607 disputes. Compared with last quarter, this is a 2% increase; however it is fairly consistent with the same quarter last year. The increase follows the high number of disputes received last quarter.

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Total disputes accepted by product line
Credit and insurance disputes accounted for more than three-quarters of disputes accepted. Credit and insurance disputes made up 40% and 37% of accepted disputes, respectively.

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Circular 30 - Statistics 5Note: 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.


Total disputes closed by quarter
We closed 10,496 disputes this quarter. This is a 7% increase compared with last quarter and a 20% increase compared with the same quarter last year. This is the highest number of disputes closed in a quarter in the past two years.

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Total disputes closed by outcome
Of the closed disputes, more than two-thirds (61%) were resolved through an agreement between the FSP and the consumer. This remained consistent with last quarter. We closed 13% of disputes as being outside FOS’s jurisdiction and 11% due to applicants deciding not to pursue their dispute(s).

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

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