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 | | | The following table sets out the dispute resolution statistics for each member of the Scheme who had a dispute lodged with BFSO. The provision of this information reflects BFSO's commitment to independence and transparency.
Readers should keep in mind the following points to avoid forming inaccurate views about the dispute resolution performance of any member:
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| | Members have vastly different market shares. A large number of disputes lodged against a particular member may reflect these differences in customer base size rather than the member's performance;
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| | Some figures will include disputes lodged against a member's related bodies corporate. Some members, however, have few or no related bodies corporate; and
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| | Some figures may reflect the length of time that the financial institution has been a member of the Scheme. Members can join the Scheme at any stage during the year, and some may only have joined shortly before the end of year.
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| The table has three columns which shows for each member:
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| | The number of disputes within Terms of Reference that were closed during the year in review, excluding cases that were discontinued;
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| | The percentage of disputes resolved by each member at an early resolution stage, which did not require an investigation by BFSO; and
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| | The median number of days to resolve the cases at the early resolution stage. This is measured from the date a case was referred to the member to the date on which the case was closed (including the 30 day appeal period).
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| The table lists members in alphabetical order.
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