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Statistics

 

We received 8,761 disputes in July-September 2012. This is down 1.78% on the previous quarter and down 6.09% on July-September 2011.

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Note:Disputes received includes disputes that enter our dispute resolution process at the Registration stage and disputes that entered the process at the Acceptance stage.

 

Total disputes received by product line

Just over half of the new disputes received in July-September 2012 were about credit products and services and 27% were about general insurance products and services. the-circular-12-stats-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. The total in this chart is based on counting cases about multiple products and issues as multiple disputes.

 

Registered disputes

Registration is the first stage in our dispute resolution process. When we register a dispute, we record the basic details and refer them on to the financial services provider (FSP). The FSP then has an opportunity to resolve the dispute with its customer without our involvement. Click here for more information about our process.

We registered 4,374 disputes in July-September 2012. By the end of the quarter, 23.82% of these disputes had been resolved by the financial services provider and around three quarters were still open.

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Accepted disputes
Acceptance is the second stage in our dispute resolution process. It is the point at which we start playing an active role in trying to resolve a dispute. Click here for more information about our process.

We accepted 6,415 disputes in July-September 2012, which is up 0.88% on the previous quarter but down 1.41% on July-September 2011.


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The breakdown of accepted disputes by product line is very similar to the breakdown of all received disputes.

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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. The total in this chart is based on counting cases about multiple products and issues as multiple disputes.

 

Closed disputes

We closed 9,421 disputes in July-September 2012. This is a decrease of 3.72% on the previous quarter but an increase of 2.45% on July-September 2011.

 

Outcomes of closed disputes The table below shows the outcomes of the disputes we closed in July-September 2012. Almost three-quarters of the closed disputes were resolved through an agreement between the financial services provider and the applicant (the person or business who lodged the dispute).

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Notes:
All the data in this report was correct at the time of extraction.
All the percentages in this report have been rounded to the nearest whole number. Because of this rounding, the sum of the percentages in a given table might not add to 100%.

 


 

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