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Issue 33 - May 2018

Statistics report


Total disputes received by quarter
We received 11,165 disputes in the March 2018 quarter. This is 7% more than the previous (December) quarter, and 11% more than the same quarter last year.

Total disputes received by quarter

Total disputes received by product line
Most disputes received this quarter were credit disputes (38%), followed by general insurance disputes (31%).

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.

Total disputes accepted by quarter
We accepted 5,495 disputes this quarter, which is 2% less than last quarter but consistent with the same quarter last year. 

Total disputes accepted by quarter

Total disputes accepted by product line
Credit and insurance disputes accounted for almost three-quarters of the disputes we accepted. Credit and insurance disputes made up 39% and 33% of accepted disputes, respectively.

Total disputes accepted by product line chart

Total disputes accepted by product line table
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 10,554 disputes this quarter. Compared with last quarter, this is a 4% decrease; compared with the same quarter last year, it is an 8% increase. Despite the decrease compared with last quarter, this is the second highest number of disputes closed in a quarter in the past three years.

Total disputes closed by quarter line graph

Total disputes closed by outcome
Of the closed disputes, almost two-thirds (59%) were resolved through an agreement between the FSP and the consumer. This is a 1% decrease compared with last quarter (60%). We closed 13% of disputes because they were outside FOS’s jurisdiction and 10% due to applicants deciding not to pursue their dispute(s). The proportion of discontinued disputes is consistent with the yearly average (10%).

We closed more than 7% of disputes at the Preliminary View stage and 10% of disputes at the Decision stage. 

Total disputes closed by outcome pie chart

Total disputes closed by outcome table

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