Qn. #

Question

30 April to 28 September

1

Number  of complaints made

1659 (+386)*, of which 1463 (+338) are eligible for the appeals process

2

Number of outcome letters sent

1024 (+460)

3

Number of outcome decisions in which no payment offered

656 (+255)

4

Number of outcome decisions in which payment offered

368 (+205)

5

Average value of payment offered in  (4)

£45,954 (+14,827)

6

Number  of outcome  decisions  rejected by customer

207 (+143)

7

Number  of outcome decisions  accepted by customer

199 (+122)

8

Number of outcome decisions appealed to  ITP

282 (+184)

9

Number of appeals upheld by ITP

27 (+19)

10

Number of appeal outcomes accepted by customer

12 (+8)

11

Number of appeal outcomes rejected by customer

0