Total disputes received FOS received a record 39,479 disputes in 2016-17. This was a Registration and Referral 16% increase from last year, after the 7% increase from The table below shows how the 39,479 disputes that FOS 2014-15. This followed three years of stable dispute numbers. received in 2016-17 entered our dispute resolution process (see The increase in 2016-17 was driven by an increased consumer page 58 for more information on our process). awareness and a continuation of industry-specific issues in More than four in ten (43%) of the disputes we received at general insurance. These include a higher number of claims, Registration and Referral were closed after they were referred organisational changes and outsourcing, all of which may have back to the internal dispute resolution (IDR) process. This FSP’s affected internal dispute resolution. insurers’ compares with 36% last year. These disputes are resolved by The number of general insurance disputes received increased the FSP and the consumer working together. This highlights the by 2,612, accounting for about 38% of the overall increase. value of FSPs considering disputes before we become involved. There was also a large rise in deposit-taking disputes received. Stage into which disputes entered FOS process Growing awareness of FOS, due to community outreach 2015-16 2016-17 activities and increased attention brought about by the public Number % Number % debate about the future of external dispute resolution, may also help explain the unprecedented dispute numbers. Disputes received 15,474 45 18,379 47 Total disputes received by year (case count) into IDR process Total 2010-11 30,283 Disputes received 2011-12 36,099 into post-IDR 17,856 52 19,058 48 process 2012-13 32,307 2013-14 31,680 Other 765 2 2,042 5 2014-15 31,895 2015-16 34,095 IDR = the FSP has not had an opportunity to complete its IDR process 2016-17 39,479 when FOS receives the dispute Post-IDR = the FSP has had an opportunity to complete its IDR process when FOS receives the dispute Received disputes by month FOS received an average of 3,290 disputes a month in 2016-17, up from 2,841 last year. Our busiest month was March 2017 and our quietest was April 2017.
Total disputes received FOS received a record 39,479 disputes in 2016-17. This was a 16% increase from last year, after the 7% increase from 2014-15. This followed three years of stable dispute numbers. The increase in 2016-17 was driven by an increased consumer awareness and a continuation of industry-specific issues in general insurance. These include a higher number of claims, organisational changes and outsourcing, all of which may have affected insurers’ internal dispute resolution. The number of general insurance disputes received increased by 2,612, accounting for about 38% of the overall increase. There was also a large rise in deposit-taking disputes received. Growing awareness of FOS, due to community outreach activities and increased attention brought about by the public debate about the future of external dispute resolution, may also help explain the unprecedented dispute numbers. Total disputes received by year (case count) Total 2010-11 30,283 2011-12 36,099 2012-13 32,307 2013-14 31,680 2014-15 31,895 2015-16 34,095 2016-17 39,479 Registration and Referral The table below shows how the 39,479 disputes that FOS received in 2016-17 entered our dispute resolution process (see page 58 for more information on our process). More than four in ten (43%) of the disputes we received at Registration and Referral were closed after they were referred back to the FSP’s internal dispute resolution (IDR) process. This compares with 36% last year. These disputes are resolved by the FSP and the consumer working together. This highlights the value of FSPs considering disputes before we become involved. Stage into which disputes entered FOS process 2015-16 2016-17 Number % Number % Disputes received into IDR process 15,474 45 18,379 47 Disputes received into post-IDR process 17,856 52 19,058 48 Other 765 2 2,042 5 IDR = the FSP has not had an opportunity to complete its IDR process when FOS receives the dispute Post-IDR = the FSP has had an opportunity to complete its IDR process when FOS receives the dispute Received disputes by month FOS received an average of 3,290 disputes a month in 2016-17, up from 2,841 last year. Our busiest month was March 2017 and our quietest was April 2017.