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Issue 26 - August 2016

Statistics report

 

Disputes received at the Registration and Referral stage.
We received 9,401 disputes. Compared with last quarter, this is a 9% increase. Compared with the same quarter last year, this is a 22% increase. We saw this increase across all product lines.

Chart showing disputes received at the registration and referral stage by quarter.
 

Total disputes received by product line
The majority of disputes received this quarter continue to be credit disputes (42%), followed by general insurance disputes (30%).

Table showing disputes received by product line during April - June 2016.

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 5,585 disputes. Compared with last quarter, this is a 13% increase. Compared with the same quarter last year, this is a 1% decrease.

Chart showing accepted disputes by quarter.

Credit and insurance disputes make up the largest proportion of all disputes accepted. Credit disputes make up 43% of disputes accepted this quarter and insurance disputes make up 34%.

Table showing total disputes accepted by product line during April - June 2016.

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 8,741 disputes this quarter. Compared with last quarter, this is a 14% increase. Compared with the same quarter last year, this is a 2% decrease.

Chart showing the number of disputes closed by quarter.
 

Total disputes closed (by outcome)
The table below shows the outcomes of the disputes we closed in April - June 2016. Of the closed disputes, 63% were resolved through an agreement between the financial services provider and the consumer. Compared with last quarter, this is a 1% increase. We closed 16% of disputes as being outside FOS’s jurisdiction and 6% due to applicants deciding not to pursue their dispute(s).

We closed more than 7% of disputes at the Preliminary View stage, in favour of either the applicant or FSP. This is consistent with last quarter.

Table showing total disputes closed (by outcome) during April - June 2016.

 

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