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Issue 31 - October 2017

Statistics report


Total disputes received by quarter
We received 10,409 disputes in the July to September 2017 quarter. This is a 3% and 7% increase compared with last quarter and the same quarter last year, respectively.

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Total disputes received by product line
Most disputes received this quarter were credit disputes (39%), followed by general insurance disputes (31%).

Circular 31 - Statistics 2
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 5,505 disputes. This is a 2% and 5% decrease compared with last quarter and the same quarter last year, respectively.

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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 39% and 37% of disputes accepted disputes, respectively.

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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 10,389 disputes this quarter. Compared with last quarter, this is a 1% decrease; compared with the same quarter last year, this is a 10% increase. This is the second 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, we resolved more than two-thirds (62%) through an agreement between the FSP and the consumer: 49% were resolved by FSP, 9% by negotiation, 2% by conciliation and 2% by assessment. Compared with last quarter, this is a 2% increase. We closed 13% 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 (5% in favour of the FSP and 2% in favour of the applicant). 

We also closed more than 7% of disputes at the Decision stage (5% in favour of the FSP and 2% in favour of the applicant).

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Circular 31 - Statistics 8

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