Accepted financial difficulty disputes by sales and service channel * Trustee, finance broker, administration services provider, MIS operator/fund manager, general insurer, product distributor, superannuation fund trustee/advisor, friendly society, life insurer, building society, corporate advisor, credit reporting agency, derivatives dealer, financial advisor/planner, mortgage broker, non-cash payment system provider, securities dealer, not yet determined Accepted financial difficulty disputes by issue Financial difficulty products – Consumer credit Most financial difficulty disputes are lodged with us by individuals, and most of the financial difficulty disputes we accepted in 2016-17 related to consumer credit facilities (90%). Of these, more than one-third (35%) related to home loans, 28% to credit cards and 27% to personal loans. This product split is consistent with last year. It is not uncommon for applicants to lodge financial difficulty disputes in relation to multiple loan facilities, with one or multiple FSPs. For this reason, it is important that we are aware of all the facilities applicants hold to ensure that options being considered are appropriate and consistent with the level of difficulty the applicant may be experiencing. It is also important that applicants are willing to share information about their financial position with their FSPs, because this can help to resolve disputes earlier. Accepted consumer credit financial difficulty disputes by product * Not yet determined, non-FSP debt, short-term finance, construction loans, equity release, interest-free finance
Accepted financial difficulty disputes by sales and service channel * Trustee, finance broker, administration services provider, MIS operator/fund manager, general insurer, product distributor, superannuation fund trustee/advisor, friendly society, life insurer, building society, corporate advisor, credit reporting agency, derivatives dealer, financial advisor/planner, mortgage broker, non-cash payment system provider, securities dealer, not yet determined Accepted financial difficulty disputes by issue Financial difficulty – products Consumer credit Most financial difficulty disputes are lodged with us by individuals, and most of the financial difficulty disputes we accepted in 2016-17 related to consumer credit facilities (90%). Of these, more than one-third (35%) related to home loans, 28% to credit cards and 27% to personal loans. This product split is consistent with last year. It is not uncommon for applicants to lodge financial difficulty disputes in relation to multiple loan facilities, with one or multiple FSPs. For this reason, it is important that we are aware of all the facilities applicants hold to ensure that options being considered are appropriate and consistent with the level of difficulty the applicant may be experiencing. It is also important that applicants are willing to share information about their financial position with their FSPs, because this can help to resolve disputes earlier. Accepted consumer credit financial difficulty disputes by product * Not yet determined, non-FSP debt, short-term finance, construction loans, equity release, interest-free finance