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Issue 32 - February 2018

Statistics report


Total disputes received by quarter
We received 10,422 disputes in the October to December 2017 quarter. This is consistent with the previous quarter but is a 14% increase compared with the same quarter in 2016.

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Total disputes received by product line
Most disputes received this quarter were credit disputes (38%), followed by general insurance disputes (30%).

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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. This is a 2% and 1% increase compared with the previous quarter and the same quarter last year, respectively. 

Circular 32 - Statistics 3

 

Total disputes accepted by product line
Credit and general insurance disputes accounted for almost three-quarters of disputes accepted. Thirty-eight percent of disputes accepted were credit disputes, while general insurance disputes made up 34% of disputes accepted.

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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.

 

Total disputes closed by quarter
We closed 11,084 disputes this quarter. This is a 7% and 14% increase compared with the previous quarter and the same quarter last year, respectively. This is the highest number of disputes closed in a quarter in the past three years.

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Total disputes closed by outcome
Of the closed disputes, more than two-thirds (60%) were resolved through an agreement between the FSP and the consumer. Compared with the previous quarter, this is a 3% decrease. We closed 14% of disputes as being outside FOS’s jurisdiction and 11% due to applicants deciding not to pursue their disputes.

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

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