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2011 at a glance

2011 at a glance. A total of 2189 complaints (6% increase 2010) 2099 = consumer complaints 90 = competitor complaints. Monthly picture (Consumer). Received 2189. Consumer 2099. Competitor 90. Investigated 566. Rejected 1508. Investigated 71. Not paid 19. Upheld 75. Dismissed

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2011 at a glance

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  1. 2011 at a glance • A total of 2189 complaints (6% increase 2010) • 2099 = consumer complaints • 90 = competitor complaints

  2. Monthly picture (Consumer)

  3. Received 2189 Consumer 2099 Competitor 90 Investigated 566 Rejected 1508 Investigated 71 Not paid 19 Upheld 75 Dismissed 105 v/u & resolved 131 Upheld 18 Dismissed 25 v/u & resolved 23 • Note: 55% INCREASE of “valid” consumer complaints compared to 2010 • Note: 13% DECREASE in competitor complaints paid for compared to 2010

  4. January 2012: Consumer 275 Competitor 10 Investigated 76 Rejected 199 Investigated 2 Not paid 8

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