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Issue 34 - August 2018

Statistics report


We received 11,790 disputes from April to June 2018. This is a 6% increase compared with last quarter, and 17% more than in the same quarter last year.

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Total disputes received by product line

Most disputes received this quarter were credit disputes (40%), followed by general insurance disputes (30%).

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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.

 

Accepted disputes

We accepted 6,395 disputes this quarter. This is 17% more than last quarter, and 14% more than during the same quarter last year.

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Total disputes accepted by product line 

Almost three-quarters of accepted disputes (73%) were either credit (40%) or insurance (33%) 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.

 

Total disputes closed by quarter

We closed 11,611 disputes this quarter –  an 11% increase compared with both last quarter and the same quarter last year. This is the highest number of disputes closed in a quarter in the past five years.

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Total disputes by outcome 

Of the closed disputes, more than two-thirds (64%) were resolved through an agreement between the financial services provider and the consumer. Compared with last quarter (59%), this is a 5% increase. We closed 14% of disputes because they were outside FOS’s jurisdiction and 7% due to applicants deciding not to pursue their dispute(s).

We closed more than 6% of disputes at the Preliminary View stage and 8% at the Decision stage.

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