HL Deb 14 October 2003 vol 653 cc113-4WA
Lord Taylor of Warwick

asked Her Majesty's Government:

  1. (a) how many claims have been received by the Financial Ombudsman Service; and
  2. (b) how many of those claims have been successful. [HL4637]

Lord McIntosh of Haringey

I am advised that in the financial year ending 31 March 2002, the Financial Ombudsman Service received a total of 43,330 cases, of which 39,194 cases were resolved. In the financial year ending 31 March 2003, the Financial Ombudsman Service received a total of 62,170 cases, of which 56,459 cases were resolved.

The table below shows a breakdown of the outcome of all cases resolved during the period:

Outcome of cases Year ended 31 March 2002 Year ended 31 March 2003
Resolved by mediation or conciliation 45% 40%
Resolved after investigation by an adjudicator 40% of which10% mixed outcome(partial win/ sides) 23% in favour of the consumer 67% in favour of the firm 49% of which 13% mixed outcome (partial win/ lose for both sides) 18% in favour of the consumer 69% in favour of the firm
Resolved by final decision of an ombudsman 15% of which15% mixed outcome(partial win/ lose for both sides) 11%% of which 15% mixed outcome (partial win/ lose for both sides)

Outcome of cases Year ended 31 March 2002 year ended 31 March 2003
29% in favour of the consumer 35% in favour of the consumer
56% in favour of the firm 50% in favour of the firm