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Issue 21 - April 2015

Statistics report

 

We received 8,341 complaints and disputes between January and March 2015. Compared with last quarter, this is a 7% increase and compared with same quarter last year, it is a 4% increase. The increase from last quarter is attributed to credit (up 4%), general insurance (up 7%) and payment system (up 19%) disputes.

Graph of total complaints and disputes received by quarter.


Total disputes received by product line
The majority of disputes received this quarter continued to be credit disputes (46%), followed by general insurance disputes (26%).

Table - Total disputes received by product line
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.


Disputes received at the Registration stage
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 the consumer directly, without our involvement. Click here for more information about our process.

In the Registration stage, we received 3,772 disputes. Compared with last quarter, it is a 10% increase. By the end of the quarter, 26% of these disputes had been resolved by the financial services provider, 25% had been escalated further to the next stage of our dispute resolution process, and 45% were still open at the Registration stage.

Table - Disputes received at the Registration stage


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.

This quarter, we accepted 5,938 disputes. Compared with last quarter, it is a 4% increase; compared with same quarter last year, it is a 1% increase. The increase from last quarter is attributed to credit (up 3%) and payment system (up 24%) disputes.

Graph - Disputes accepted by quarter

The breakdown of accepted disputes by product line is consistent with the breakdown of disputes received in this quarter (as discussed above).

The proportion of disputes accepted by product lines remains similar to previous quarters.

Table - Total disputes accepted by product line, January to March 2015
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 8,584 disputes this quarter. Although this remains steady compared with last quarter, it is a 10% increase compared with the same quarter last year.

We closed more credit and general insurance disputes in comparison with other product lines. This is consistent with the higher number of credit and general insurance complaints and disputes received.

Graph - Complaints and disputes closed by quarter


Total disputes closed (by outcome)
The table below shows the outcomes of the disputes we closed in January - March 2015. Of the closed disputes, 64% were resolved through an agreement between the financial services provider and the consumer. Compared with last quarter, it is a 3% decrease. We closed 18% of disputes as being outside of FOS’s jurisdiction and over 6% of disputes were closed due to applicants deciding not to pursue their dispute(s).

Table - Outcomes of closed disputes, January to March 2015
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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