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Issue 22 - July 2015

Statistics report

 

We received 7,720 complaints and disputes during the April - June 2015 quarter. Compared with last quarter, this is a 7% decrease; compared with same quarter last year, this is a 4% decrease. The decrease from last quarter is attributed to credit (down 9%) and payment system (down 27%) disputes.

Complaints and disputes received
 

Total disputes received by product line
The majority of disputes received this quarter continued to be credit disputes (46%), followed by general insurance disputes (28%).

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 was the first stage in our old dispute resolution process, which finished on 30 June 2015. Under this previous system, when we registered a dispute, we recorded the basic details and referred them on to the financial services provider (FSP). The FSP then had an opportunity to resolve the dispute with the consumer directly, without our involvement.

In the Registration stage, we received 3,553 disputes. Compared with last quarter, this is a 5% decrease. By the end of the quarter, 29% of these disputes had been resolved by the financial services provider, 27% had been escalated further to the next stage of our dispute resolution process, and 41% were still open at the Registration stage.

Disputes received at the Registration stage


Accepted disputes
Acceptance was the second stage in our old dispute resolution process. It was the point at which we started playing an active role in trying to resolve a dispute.

This quarter, we accepted 5,631 disputes. Compared with last quarter, this is a 5% decrease; compared with same quarter last year, this is a 6% decrease. The decrease from last quarter is attributed to credit (down 7%) and payment system (down 25%) disputes.

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.

Disputes accepted by product line
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 8,954 disputes this quarter. This is a 6% and 5% increase compared with last quarter and the same quarter last year, respectively.

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.

Disputes closed


Total disputes closed (by outcome)
The table below shows the outcomes of the disputes we closed in April - June 2015. Of the closed disputes, 66% was resolved through an agreement between the financial services provider and the consumer. Compared with last quarter, this is a 2% increase. We closed 18% of disputes as being outside of FOS’s jurisdiction and over 6% of disputes was closed due to applicants deciding not to pursue their dispute(s).

Disputes closed (by outcome)
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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