Basic Search Fields

Statistics report

 

The following statistics are for the period October to December 2012. We are going to add the statistics for January to March 2013 shortly. Future editions of the Circular will report on the quarterly period immediately before the publication date.

Total disputes received
We received 7,677 disputes in October – December 2012. This is down 12.37% on the previous quarter and down 7.01% on October – December 2011.  

circular13-statistics-graph1

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 under half of the new disputes received in October – December 2012 were about credit products and services and almost a third were about general insurance products and services.

circular13-statistics-graph2

 

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 3,679 disputes in October – December 2012. By the end of the quarter, a quarter of these disputes had been resolved by the financial services provider and over 70% were still open.

circular13-statistics-graph3

 

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 5,777 disputes in October – December 2012, which is down 9.95% on the previous quarter but up 1.48% on October – December 2011.

circular13-statistics-graph4

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

circular13-statistics-graph5

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 8,396 disputes in October – December 2012, which is down 10.88% on the on the previous quarter but 1.18% more than the same quarter in 2011.

circular13-statistics-graph7

 

Outcomes of closed disputes
The table below shows the outcomes of the disputes we closed in October – December 2012. Almost 70% 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).

circular13-statistics-graph8

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%.

null