tag:blogger.com,1999:blog-39583492461070266912024-03-07T19:05:27.151-08:00PE1341Dr. R. A. Rahmanhttp://www.blogger.com/profile/02983611119505692513noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-3958349246107026691.post-68258776895941680272010-11-11T13:25:00.001-08:002010-11-11T13:25:43.482-08:00Evidence-2<h1><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; line-height: 115%; mso-bidi-font-family: "Segoe UI"; mso-bidi-font-weight: bold;">[Personal data], <o:p></o:p></span></span></h1><div class="MsoNormal"><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";">Officeholder Services, <o:p></o:p></span></span></div><div class="MsoNormal"><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";">The Scottish Parliament, <o:p></o:p></span></span></div><div class="MsoNormal"><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";">Edinburgh. EH99 1SP</span></span><span class="apple-converted-space"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";"> <o:p></o:p></span></span></div><div class="MsoNormal"><span class="apple-converted-space"><b style="mso-bidi-font-weight: normal;"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";">By email: </span></b></span><em><b><span style="color: black; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-style: normal; line-height: 115%; mso-bidi-font-family: Arial;">[personal data]</span></b></em><span class="apple-converted-space"><b style="mso-bidi-font-weight: normal;"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";"><o:p></o:p></span></b></span></div><div align="right" class="MsoNormal" style="text-align: right;"><span class="apple-converted-space"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-family: "Segoe UI";"><span style="mso-tab-count: 1;"> </span>30/9/2010</span></span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;"><o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Dear [personal data],<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">RE: Reservations on Mr. Jim Martin reappointment as an Ombudsman for an additional six years.<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">I understand that members of the public have the opportunity to record their reservations on Mr. Martin’s reappointment during the current time. I have submitted a petition to the Scottish Parliament with Number 398 that outlines several reservations on the ongoing failure of the SPSO to deliver a user-satisfactory service from the time of its establishment up to its date and even deteriorating under Mr. Martin. This makes the SPSO current operation ineffective and inefficient i.e. does not represent the public interest from this public expenditure as confirmed by another 8 petitions submitted at the same time and presented to PPC in Sept/2010 meeting. The current operation of the SPSO leaves members of the public suffering complete service failure and sustained hardship in various Scottish Public Services with no access to a quasi-judicial process as assumed to serve the public interest from this public expenditure.<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Here I outline a unique incident that can never be acceptable at any Ombudsman office; hence should be adequately considered in Mr. Martin’s reappointment. On 29/4/2010 I have submitted a new complaint to the SPSO that outlines a service failure and extended sustained hardship I have faced (attached to my letter). The SPSO up to its date has been ignoring my submission. I have received the automated acknowledgement for my online submission (<b style="mso-bidi-font-weight: normal;">appendix 5</b> – page 8), but the SPSO has rejected to disclose the assigned reference number for my complaint and further process it. <o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Since 29/4/2010 up to its date I have addressed several inquiries about my complaint, the SPSO repeatedly ignored my complaint and did not clarify where my complaint has been filed and what stage this complaint is being at. I should note that I have requested my old complaint file and my new complaint was not filed in the same old file. The SPSO has responded that my “correspondence” for 29/4 was not considered as new complaint. In all my further emails about my new submission I was not referring to a correspondence but rather a new complaint submission through the online tool. The SPSO neither has the power to prevent any member of the public to submit complaints nor ignore any complaint that was submitted to the SPSO attention. The SPSO, however, has the power to make discretionary judgment on further management of various submitted complaint i.e. investigating complaints.<span style="mso-spacerun: yes;"> </span>To confirm my statement, the SPSO counts in their annual statistics inquiries as complaints. This underscores not a single submission to the SPSO can be ignored. I have earlier in 2009 submitted a complaint to the SPSO which was closed for the possibility of local resolution. The fact that this resolution proved to be impossible and I continued to suffer service failure and sustained hardship should reserve my statutory right for the full considerations of the SPSO.<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">I have submitted a stage one service delivery according to the SPSO procedure on 20/8/2010 (<b style="mso-bidi-font-weight: normal;">appendix 1</b> - page 4) regarding a statement made by the Director of Corporate service at the SPSO that my complaint submission was not considered as a new complaint as this was the first time to hear such unacceptable remark which I considered infringement to my statutory right. I should note that the SPSO has no power in line with service delivery and freedom of information requests to make decisions on complaint considerations. To make a decision on complaint consideration there should be a mechanism within the SPSO to do so. This should start by disclosing the automatically assigned reference number and considering the eligibility of the complaint for investigations according to the SPSOA.<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">I have received a response from Mr Martin dated 30/8/2010, which is in <b style="mso-bidi-font-weight: normal;">appendix</b> 2 – page 5 -, that failed to deal with my service delivery complaint. I considered his response a stage one service delivery as the SPSO policy in complaint procedure is to have the manager of the involved person acting on the submitted service delivery complaint. Therefore, I have made stage-two service delivery on 1/9/2010 to the Director of Corporate service according the SPSO procedure (<b style="mso-bidi-font-weight: normal;">appendix 3</b>- page 6). This process highlights another failure at the SPSO service delivery complaint. How a subordinate will consider a complaint after her superior do? (in this case the Ombudsman is her manager who should look into the service delivery complaint before she does, or this implies the managers are not covered by typical service delivery procedure of two stage process!) If the SPSO is unable to design appropriate internal service delivery to investigate members of the public dissatisfaction at the SPSO, how the SPSO will be able to examine other public bodies’ complaint procedures?<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">The SPSO failed to acknowledge my service delivery complaint stage two and respond within 20 working days (it was due on the 28/9) which confirms the failure of the SPSO to act on their internal complaint procedure). An organization which is unable to police itself is unable to police any other public body. I should note the new complaint handling which the SPSO proposes, outline possible changes in the complaint process in other public bodies (despite I do have several reservations on his proposition) but it does not involve any changes in the SPSO itself, which means continuation of the known very poor performance at the SPSO. I doubt that the complaint handling model will bring any improvement for complaint handling at notable level because the SPSO reject to investigate the majority of submitted complaint which leaves the complaint process at various public service unsupervised, which invites for all types of maladministration.<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">The LGO report to review a case at the SPSO confirmed the reviewed case was the worst case he has seen at any Ombudsman office. I believe the failure which is demonstrated in the listed case here, which was under Mr Martin, would be worse than any imagination to occur at any Ombudsman office. It is extremely inappropriate for an Ombudsman to ignore a complaint submitted for his attention. I consider myself a model for how Mr Martin will deal with all complaints submitted to his end. I believe it is in the public interest to have in office an Ombudsman who will never ignore a single complaint submitted to his attention.<o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">I would like to refer you to all other failures at the SPSO in the submitted petition to the Parliament with number 398.<a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc#_ftn1" name="_ftnref1" style="mso-footnote-id: ftn1;" title=""><span class="MsoFootnoteReference"><b style="mso-bidi-font-weight: normal;"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">[1]</span></b></span><!--[endif]--></span></b></span></a> <o:p></o:p></span></div><div class="MsoNormal" style="text-align: justify;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Finally, my experience at the SPSO added an additional painful layer of service failure and sustained hardship besides to what I have been suffering at the University of Edinburgh. Certainly my entire experience was under Mr Martin’s operation which should be considered a mere model for his management to complaints submitted to his attention. The idea that members of the public will have their complaints ignored for the coming six years and continue to suffer with no access to complaint process according to the SPSOA - similar to my experience, should Mr Martin to be reappointed, is an extremely scary idea which I urge you to adequately consider while evaluating his reappointment for the Ombudsman position. I anticipate your full considerations for the public interest to seat an Ombudsman who will not block the complaint pathway in front of members of the public. I have attached my original complaint against the University of Edinburgh to illustrate for you the magnitude of service failure I have been suffering, which Mr. Martin has been ignoring up to its date i.e<b style="mso-bidi-font-weight: normal;">. infringing the public statutory right to have fair and proper complaint procedure at the SPSO</b>. Then, how he can serve the public who he is infringing their statutory rights?<o:p></o:p></span></div><div class="MsoNormal"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Yours Sincerely,<o:p></o:p></span></div><div class="MsoNormal"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;"><span style="mso-spacerun: yes;"> </span>Dr. R. A. Rahman<o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div align="center" class="MsoNormal" style="text-align: center;"><b style="mso-bidi-font-weight: normal;"><u><span style="font-family: "Palatino Linotype","serif"; font-size: 14.0pt; line-height: 115%;">Appendix<o:p></o:p></span></u></b></div><div class="MsoNormal"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Appendix-1: Stage one service deliver to the SPSO about the inappropriate comment from the Director of Corporate service which was out of context and capacity of the underlying procedure.<o:p></o:p></span></b></div><div class="MsoNormal" style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; mso-outline-level: 2;"><br />
</div><div class="MsoNormal" style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in; mso-list: l1 level1 lfo1; mso-outline-level: 2; tab-stops: list .5in; text-indent: -.25in;"><!--[if !supportLists]--><span style="color: #2a2a2a; font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 14.5pt; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt "Times New Roman";"> </span></span></span><!--[endif]--><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 14.5pt; mso-fareast-font-family: "Times New Roman";">Service Delivery complaint Ref: complaint against the University of Edinburgh submitted on 29/4/2010<o:p></o:p></span></div><div class="MsoNormal" style="background: #FFF2F9; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc"><span style="color: #ff0099; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman"; mso-no-proof: yes; text-decoration: none; text-underline: none;"><!--[if gte vml 1]><v:shapetype
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<tr style="mso-yfti-firstrow: yes; mso-yfti-irow: 0;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">From:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">[personal data]<o:p></o:p></span></div></td> </tr>
<tr style="mso-yfti-irow: 1;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Sent:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">20 August 2010 23:40:26<o:p></o:p></span></div></td> </tr>
<tr style="mso-yfti-irow: 2; mso-yfti-lastrow: yes;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">To:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">SPSO (ask@spso.org.uk)<o:p></o:p></span></div></td> </tr>
</tbody></table><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">Dear [personal data],</span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">I am making a service delivery complaint about a statement you mentioned in your response to my FOI ref.:</span><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">201001701. I should note that I have passed to the information commissioner by the the points of my reservations on the information you provided.</span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">In your response you mentioned that my new complaint as submitted on 29/4/2010 is not a new complaint and this was the first time to hear inappropriate remark as this one.</span><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman";"> </span><b><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">The SPSO has no power to ignore any submission made to its end by members of the public.</span></b><b><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman";"> </span></b><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">The SPSO has the power the make discretionary judgement to investigate a complaint or not in light of the SPSOA that should be adequately explained and conveyed to me. This should start by disclosing the assigned reference number and assigning my complaint to investigator to examine its eligibility in line with SPSOA. <b>This can never be done in the capacity of freedom of information requests or service delivery complaint, hence you do not have power to decline investigating my complaint in such process. </b></span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Arial","sans-serif"; font-size: 10.0pt; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman";">The fact that I have submitted a complaint to the SPSO in 2009 which was closed for the possibility of local resolution should not diminish my statutory right to submit further complaint(s) if suffering service failure and/or sustained hardship. The SPSO counts requests for advice and complaints out of jurisdiction in the annual statistics and various freedom of information requests as NEW complaints, which underscore not a single submission to the SPSO can be ignored or considered not a complaint. Your statement is a frank infringement to the statutory right to submit complaints to the SPSO which mandates an apology. The SPSO cannot prevent me to submit a complaint to its end because I have once submitted a complaint which was closed for the possibility of local resolution that proved to be impossible. </span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">In my latest service delivery complaint I have noted some of my correspondences about my new complaint is being mistakenly added to my old complaint with reference number 200900986 which is closed and inappropriate to add those correspondences to. I request to be informed where my submission for 29/4/2010 on 14.52 PM is being filed at the SPSO and the reference number of this file. These are personal information which I have the right to know its location within the SPSO. Please note my older complaint was CLOSED and I have statutory right to make complaint that should be fully considered at the SPSO if suffering service failure and sustained hardship and the SPSO has no right to ignore my submission by any means. The SPSO has no right to prevent any members of the public to submit new complaints or ignore such submission by any means.</span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">Please acknowledge my service delivery complaint within three working days and address all my reservations and questions about the Service I am receiving at the SPSO within 20 working days.</span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">Yours Sincerely,</span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: 9.75pt;"><span style="color: #0f243e; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"> Dr. R. A. Rahman<o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: 9.75pt;"><br />
</div><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif";">Appendix-2: Response from the Ombudsman which ignored my original complaint and used the same vague statement that my “correspondence” is not a complaint, while I am complaining about my complaint submission not any correspondences. Please note he is using an old reference number which is the subject of my question.</span></b><span style="color: black; font-size: 13.5pt;"><o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">30 August 2010<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">CONFIDENTIAL<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">[Personal Data]<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">Our ref: 200900986<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">Dear Ms Rahman<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">I refer to your email of 20 August where you state that you wish to make a service delivery complaint about Niki Maclean's response to your FOI request (ref 201001701). Your email has been passed to me for assessment.<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">Having carefully read your email I can not identify a complaint about the service provided by Ms Maclean, but a repeat of matters relating to the decision taken on your case which have been raised in previous correspondence and fully addressed by this office.<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">I remind you that in my letter of 24 August I made clear that should you continue to contact this office regarding matters previously addressed, we will no longer respond and will apply the Unacceptable Actions Policy.<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">Yours sincerely<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">Jim Martin<o:p></o:p></span><br />
<span style="color: black; font-size: 13.5pt;">Ombudsman<o:p></o:p></span><br />
<div class="MsoNormal"><br />
</div><div class="MsoNormal" style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; mso-outline-level: 2;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt;">Appendix-3: My stage-two service delivery which the SPSO failed to address despite more than 20 working days have elapsed i.e. failure at the SPSO to deal with its own complaint procedure which makes the SPSO unable to examine complaint against other public bodies while suffering internal failure in complaint procedure.<o:p></o:p></span></b></div><div class="MsoNormal" style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; mso-outline-level: 2;"><br />
</div><div class="MsoNormal" style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; mso-outline-level: 2;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 14.5pt; mso-fareast-font-family: "Times New Roman";">Stage Two Service Delivery complaint - Ref: Submission against the University of Edinburgh 29/4/2010 14.52 PM<o:p></o:p></span></div><div align="right" class="MsoNormal" style="background: #FFF2F9; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in; text-align: right;"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc"><span style="color: #ff0099; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman"; mso-no-proof: yes; text-decoration: none; text-underline: none;"><!--[if gte vml 1]><v:shape id="Picture_x0020_11" o:spid="_x0000_i1026"
type="#_x0000_t75" alt="http://sn123w.snt123.mail.live.com/mail/clear.gif"
style='width:.75pt;height:.75pt;visibility:visible' o:button="t"> <v:imagedata src="file:///C:\Users\Rahman\AppData\Local\Temp\msohtmlclip1\01\clip_image001.gif"
o:title="clear"/> </v:shape><![endif]--><!--[if !vml]--><img alt="http://sn123w.snt123.mail.live.com/mail/clear.gif" border="0" height="1" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image001.gif" v:shapes="Picture_x0020_11" width="1" /><!--[endif]--></span></a><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">01/09/2010<o:p></o:p></span></div><table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="mso-cellspacing: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-yfti-tbllook: 1184;"><tbody>
<tr style="mso-yfti-firstrow: yes; mso-yfti-irow: 0;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">From:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><b><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">[personal data]</span></b><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"> </span><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc"><span style="color: #ff0099; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman"; mso-no-proof: yes; text-decoration: none; text-underline: none;"><!--[if gte vml 1]><v:shape id="Picture_x0020_16"
o:spid="_x0000_i1027" type="#_x0000_t75" alt="http://sn123w.snt123.mail.live.com/mail/clear.gif"
style='width:.75pt;height:.75pt;visibility:visible' o:button="t"> <v:imagedata src="file:///C:\Users\Rahman\AppData\Local\Temp\msohtmlclip1\01\clip_image001.gif"
o:title="clear"/> </v:shape><![endif]--><!--[if !vml]--><img alt="http://sn123w.snt123.mail.live.com/mail/clear.gif" border="0" height="1" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image001.gif" v:shapes="Picture_x0020_16" width="1" /><!--[endif]--></span></a><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div></td> </tr>
<tr style="mso-yfti-irow: 1;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Sent:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">01 September 2010 01:23:29<o:p></o:p></span></div></td> </tr>
<tr style="mso-yfti-irow: 2; mso-yfti-lastrow: yes;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">To:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">SPSO (ask@spso.org.uk)<o:p></o:p></span></div></td> </tr>
</tbody></table><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin: 3.75pt;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc"><span style="border: none windowtext 1.0pt; color: #ff0099; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-border-alt: none windowtext 0in; padding: 0in; text-decoration: none; text-underline: none;"><o:p></o:p></span></a></span></div><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">1 attachment<o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman"; mso-no-proof: yes;"><!--[if gte vml 1]><v:shape
id="Picture_x0020_18" o:spid="_x0000_i1028" type="#_x0000_t75" alt="View 200900986...doc online"
style='width:37.5pt;height:42pt;visibility:visible'> <v:imagedata src="file:///C:\Users\Rahman\AppData\Local\Temp\msohtmlclip1\01\clip_image002.gif"
o:title="View 200900986"/> </v:shape><![endif]--><!--[if !vml]--><img alt="View 200900986...doc online" border="0" height="56" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" v:shapes="Picture_x0020_18" width="50" /><!--[endif]--></span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc" title="View 200900986...doc online"><span style="color: #ff0099; mso-bidi-font-size: 11.0pt;">200900986...doc</span></a><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: 6.0pt;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman"; mso-no-proof: yes;"><!--[if gte vml 1]><v:shape
id="Picture_x0020_19" o:spid="_x0000_i1029" type="#_x0000_t75" alt="http://gfx1.hotmail.com/mail/w4/m3/ltr/liveview_download_dark.png"
style='width:6.75pt;height:12pt;visibility:visible'> <v:imagedata src="file:///C:\Users\Rahman\AppData\Local\Temp\msohtmlclip1\01\clip_image003.png"
o:title="liveview_download_dark"/> </v:shape><![endif]--><!--[if !vml]--><img alt="http://gfx1.hotmail.com/mail/w4/m3/ltr/liveview_download_dark.png" border="0" height="16" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image004.gif" v:shapes="Picture_x0020_19" width="9" /><!--[endif]--></span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc" title="Download 200900986...doc (31.0 KB)"><span style="color: #ff0099; mso-bidi-font-size: 11.0pt;">Download</span></a>(31.0 KB)<o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">Dear [personal data],</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">I have received the response from your manager as in stage one service delivery complaint dated 30/Aug/2010, while remained unsatisfied by his response for reasons I will list some of them below. Therefore,</span><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman";"> </span><b><u><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">I am proceeding to stage two service delivery complaint</span></u></b><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">,</span><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-bidi-font-size: 11.0pt; mso-fareast-font-family: "Times New Roman";"> </span><b><u><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">according to the procedure at the SPSO for Service Delivery</span></u></b><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: black; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">I find Mr. Martin’s response did not address my service delivery complaint for 20/8/2010 and continued the administrative error to add my correspondences about my new submission to the SPSO on 29/4/2010 14.52 PM to the old and closed complaint. I request my stage two service delivery complaint to be filed in the same file whereas my new complaint submission is being stored at the SPSO while assigning the same reference number for this file to my stage two service delivery complaint.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">There were two clear errors in the response of stage-one service delivery complaint:</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">1- The reference number was for that of the old complaint and this was closed and I do not intend to correspond about closed complaint. The same reference number for my new submission should be assigned to this correspondence.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">2- The Address was the old address while I have provided a new updated address to the SPSO.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">3- The letter mentioned a letter sent to me on 24/August, while I never received such a letter and unaware by its contents.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">I should note that I have received a letter from the SPSO on 11/August on my current address in addition to the DPA disclosure. Therefore, I cannot explain or understand the reasons of the error in my address.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">I am not challenging any decision and this is a mere service delivery complaint that I am unsatisfied by its stage one service delivery at the SPSO, hence proceeding to stage according to the SPSO regulations. Please address my clear complaint as below besides the noted points above in this capacity.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: black; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">It is very clear that stage one complaint at the SPSO failed to address my service delivery complaint. Therefore, please acknowledge my stage two service delivery complaint within three working days and respond within 20 working days.</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">Yours Sincerely,</span><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #0f243e; font-family: "Tahoma","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";"> R. Rahman<o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div class="MsoNormal"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; line-height: 115%;">Appendix-4: A letter from the Ombudsman to threaten me to apply unacceptable action while I am merely a member of the public who has statutory right at the SPSO to receive full attention for my submitted complaint due to the complete service failure I have faced at the University of Edinburgh. Unfortunately I am suffering sustained hardship at the SPSO and service failure at the SPSO besides my original problem! </span></b><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div class="MsoNormal"><span style="font-family: "Arial","sans-serif"; mso-no-proof: yes;">24 August 2010</span><span style="font-family: "Arial","sans-serif";"><o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div class="MsoNormal"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Arial","sans-serif";">CONFIDENTIAL<o:p></o:p></span></b></div><table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="border-collapse: collapse; mso-padding-alt: 0in 5.4pt 0in 5.4pt; mso-table-layout-alt: fixed; mso-yfti-tbllook: 1184;"><tbody>
<tr style="mso-yfti-firstrow: yes; mso-yfti-irow: 0; mso-yfti-lastrow: yes;"> <td style="padding: 0in 5.4pt 0in 5.4pt; width: 296.0pt;" valign="top" width="395"> <div class="MsoNormal"><span style="font-family: "Arial","sans-serif";">[personal data]<o:p></o:p></span></div></td> <td style="padding: 0in 5.4pt 0in 5.4pt; width: 168.35pt;" valign="top" width="224"> <div align="right" class="MsoNormal" style="text-align: right;"><br />
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</div><div align="right" class="MsoNormal" style="text-align: right;"><span style="font-family: "Arial","sans-serif";">Our ref: <span style="mso-no-proof: yes;">200900986</span> <o:p></o:p></span></div><div align="right" class="MsoNormal" style="text-align: right;"><br />
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</div><div class="MsoNormal"><span style="font-family: "Arial","sans-serif";">Dear <span style="mso-no-proof: yes;">Ms Rahman</span><o:p></o:p></span></div><div class="MsoNormal" style="tab-stops: 347.3pt;"><br />
</div><div class="MsoNormal"><span style="font-family: "Arial","sans-serif";">I refer to your recent email contact with this office and in particular your complaint to Mrs Niki Maclean, Director of Corporate Service. </span><span style="font-family: "Arial","sans-serif"; mso-fareast-font-family: Arial;"><o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div class="MsoNormal"><span style="font-family: "Arial","sans-serif";">I have reviewed your case correspondence and I am satisfied that several members of SPSO staff, including Mrs Maclean have taken a considerable amount of time to address the issues your raised relating to your complaint and her responses sent on 18 and 25 June clearly set out the position of this office. </span><span style="font-family: "Arial","sans-serif"; mso-fareast-font-family: Arial;">Mrs Maclean has also reiterated Steve Carney’s, position that the SPSO would not be accepting your correspondence of 29 April as a new complaint.<o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="font-family: "Arial","sans-serif"; font-size: 11.0pt;">I wish to make clear that whatever your dissatisfaction with our decision on your complaint, it is not acceptable to continue to correspond with this office on matters which have received a full and final decision.<span style="mso-spacerun: yes;"> </span>I must now advise you that in the event that you continue to contact this office regarding matters previously addressed, we will not respond and will apply our Unacceptable Actions Policy which will restrict any further contact with this office. I enclose a copy of this policy. </span></div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="font-family: "Arial","sans-serif"; font-size: 11.0pt;">Should you wish to raise a service delivery complaint about Mrs Maclean, in line with our process, then this should be sent in writing for my attention.<span style="mso-spacerun: yes;"> </span>I enclose a copy of our service delivery leaflet setting out the grounds on which a complaint will be considered. <o:p></o:p></span></div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="font-family: "Arial","sans-serif"; font-size: 11.0pt;">Yours sincerely<o:p></o:p></span></div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Arial","sans-serif"; font-size: 11.0pt;">Jim Martin <o:p></o:p></span></b></div><div style="margin-bottom: .0001pt; margin: 0in; text-align: justify;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Arial","sans-serif"; font-size: 11.0pt;">Ombudsman<o:p></o:p></span></b></div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><div class="MsoNormal" style="background: white; line-height: normal; margin-bottom: 9.75pt;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt;">Appendix-5:<span style="mso-spacerun: yes;"> </span>Acknowledgement of my complaint which the SPSO is ignoring up to its date despite my repeated attempts to attract their attention.</span></b><span style="color: #2a2a2a; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: 9.75pt;"><br />
</div><div class="MsoNormal" style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in; mso-list: l0 level1 lfo2; mso-outline-level: 2; tab-stops: list .5in; text-indent: -.25in;"><!--[if !supportLists]--><span style="color: #2a2a2a; font-family: Symbol; font-size: 10.0pt; mso-bidi-font-family: Symbol; mso-bidi-font-size: 14.5pt; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7.0pt "Times New Roman";"> </span></span></span><!--[endif]--><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 14.5pt; mso-fareast-font-family: "Times New Roman";">Complaint Form Confirmation<o:p></o:p></span></div><div align="right" class="MsoNormal" style="background: #FFF2F9; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in; text-align: right;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 9.0pt; mso-fareast-font-family: "Times New Roman";"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc"><span style="color: #ff0099; text-decoration: none; text-underline: none;"><!--[if gte vml 1]><v:shape
id="_x0000_i1030" type="#_x0000_t75" alt="" style='width:.75pt;height:.75pt'
o:button="t"> <v:imagedata src="file:///C:\Users\Rahman\AppData\Local\Temp\msohtmlclip1\01\clip_image001.gif"
o:href="http://sn123w.snt123.mail.live.com/mail/clear.gif"/> </v:shape><![endif]--><!--[if !vml]--><img border="0" height="1" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image001.gif" v:shapes="_x0000_i1030" width="1" /><!--[endif]--></span></a></span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">29/04/2010<o:p></o:p></span></div><div class="MsoNormal" style="background: #FFF2F9; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><br />
</div><table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="mso-cellspacing: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-yfti-tbllook: 1184;"><tbody>
<tr style="mso-yfti-firstrow: yes; mso-yfti-irow: 0;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">From:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><b><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">SPSO</span></b><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";"> (complaints@spso.org.uk) <a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc"><span style="color: #ff0099; text-decoration: none; text-underline: none;"><!--[if gte vml 1]><v:shape
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o:button="t"> <v:imagedata src="file:///C:\Users\Rahman\AppData\Local\Temp\msohtmlclip1\01\clip_image001.gif"
o:href="http://sn123w.snt123.mail.live.com/mail/clear.gif"/> </v:shape><![endif]--><!--[if !vml]--><img border="0" height="1" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image001.gif" v:shapes="_x0000_i1031" width="1" /><!--[endif]--></span></a><o:p></o:p></span></div></td> </tr>
<tr style="mso-yfti-irow: 1;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Sent:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">29 April 2010 14:52:15<o:p></o:p></span></div></td> </tr>
<tr style="mso-yfti-irow: 2; mso-yfti-lastrow: yes;"> <td nowrap="" style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="color: #6e6e6e; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">To:<o:p></o:p></span></div></td> <td style="padding: 0in 3.0pt 1.5pt 0in;" valign="top"> <div class="MsoNormal" style="margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">[personal data]<o:p></o:p></span></div></td> </tr>
</tbody></table><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 9.0pt; mso-fareast-font-family: "Times New Roman";"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc" title="Show/Hide Active View"><span style="color: #ff0099; text-decoration: none; text-underline: none;"><!--[if gte vml 1]><v:shape id="_x0000_i1032" type="#_x0000_t75"
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o:href="http://gfx2.hotmail.com/mail/w4/m3/ltr/clear.gif"/> </v:shape><![endif]--><!--[if !vml]--><img border="0" height="14" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image005.gif" v:shapes="_x0000_i1032" width="14" /><!--[endif]--></span></a><o:p></o:p></span></div><div class="MsoNormal" style="background: white; margin-bottom: .0001pt; margin-bottom: 0in; mso-line-height-alt: 11.25pt;"><br />
</div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">1 attachment<o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: .0001pt; margin-bottom: 0in;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 9.0pt; mso-fareast-font-family: "Times New Roman";"><!--[if gte vml 1]><v:shape
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o:href="http://gfx2.hotmail.com/mail/w4/m3/ltr/at48/doc.png"/> </v:shape><![endif]--><!--[if !vml]--><img alt="View Rehab Abd...doc online" border="0" height="56" src="file:///C:/Users/Rahman/AppData/Local/Temp/msohtmlclip1/01/clip_image002.gif" v:shapes="_x0000_i1033" width="50" /><!--[endif]--><o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 11.25pt; margin-bottom: 6.0pt;"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 9.0pt; mso-fareast-font-family: "Times New Roman";"><span style="mso-spacerun: yes;"> </span>(448.5 KB)<o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: 9.75pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;"><span style="color: #2a2a2a; font-family: "Courier New"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">Thank you for your complaint.<br />
<br />
This complaint is being made by:<br />
===============================================================================<br />
Title: Dr<br />
Name: R. Rahman<o:p></o:p></span></div><div class="MsoNormal" style="background: white; line-height: 12.75pt; margin-bottom: 9.75pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;"><span style="color: #2a2a2a; font-family: "Courier New"; font-size: 10.0pt; mso-fareast-font-family: "Times New Roman";">[personal data]<br />
Requirements<br />
===============================================================================<br />
<br />
Have you completed the formal complaints procedure of the organization? Yes<br />
Are you complaining about a public body? Yes<br />
Are you complaining about something you have been aware of for less than 12 months? Yes<br />
Has this matter been considered in Court or do you plan to raise the matter in Court? No<br />
<br />
Which organization are you complaining about?<br />
===============================================================================<br />
<br />
The University of Edinburgh<br />
<br />
<br />
Have you complained to the organisation involved?<br />
===============================================================================<br />
<br />
Yes<br />
<br />
What are you complaining about?<br />
===============================================================================<br />
<br />
[personal data]<br />
<br />
How have you suffered as a result?<br />
===============================================================================<br />
Sustained hardship and complete service failure which led to vehement adverse<br />
effects on my career and future perspectives as failed to accomplish my degree<br />
and passed sever distressful situations unsupported. I have experienced<br />
repeated lack of access to my statutory rights.<br />
<br />
<br />
What do you want the Ombudsman to do?<br />
===============================================================================<br />
<br />
Administrative review to all the points I detailed and apology for what will be confirmed as maladministration. Further management to the outcome is requested to be addressed in light with the SPSO regulating acts while clarifying to me options and choices, whenever applies, before making decisions regarding such options. Any statement from the University regarding resolution should be adequately substantiated and acceptable from my side before the SPSO makes any decision based on this. <o:p></o:p></span></div><div class="MsoNormal"><br />
</div><div style="mso-element: footnote-list;"><!--[if !supportFootnotes]--><br clear="all" /> <hr align="left" size="1" width="33%" /> <!--[endif]--> <div id="ftn1" style="mso-element: footnote;"> <div class="MsoFootnoteText"><a href="file:///C:/Users/Rahman/Documents/Petition/8-11-2010%20response/evidence-2.doc#_ftnref1" name="_ftn1" style="mso-footnote-id: ftn1;" title=""><span class="MsoFootnoteReference"><span style="mso-special-character: footnote;"><!--[if !supportFootnotes]--><span class="MsoFootnoteReference"><span style="font-family: "Calibri","sans-serif"; font-size: 10.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;">[1]</span></span><!--[endif]--></span></span></a> <a href="http://epetitions.scottish.parliament.uk/view_petition.asp?PetitionID=398">http://epetitions.scottish.parliament.uk/view_petition.asp?PetitionID=398</a></div></div></div>Dr. R. A. Rahmanhttp://www.blogger.com/profile/02983611119505692513noreply@blogger.com0tag:blogger.com,1999:blog-3958349246107026691.post-41797942894318294202010-11-11T13:24:00.000-08:002010-11-11T13:24:48.855-08:00Evidence-1<div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">Information Commissioner<o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">By email:</span><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; mso-bidi-font-family: "Segoe UI";"> <a href="mailto:enquiries@itspublicknowledge.info">enquiries@itspublicknowledge.info</a><o:p></o:p></span></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">CC: </span><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; mso-bidi-font-family: "Segoe UI";"><a href="mailto:dthomson@itspublicknowledge.info">[personal data]@itspublicknowledge.info</a>, <o:p></o:p></span></span></div><div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Palatino Linotype","serif"; mso-bidi-font-family: "Segoe UI";">21/10/2010<o:p></o:p></span></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span class="apple-style-span"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: "Segoe UI";">Dear Information Commissioner,<o:p></o:p></span></span></div><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span class="apple-style-span"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Segoe UI";">Update on application REF: </span></span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">201001657 against the Scottish Public Service Ombudsman<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Segoe UI"; mso-bidi-font-weight: normal;">Background:<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">On 13/10 [personal data] has advised me that the SPSO has confirmed all the complaints they have records for which are the subject of this application have been disclosed. Here, I provide further evidence about inaccuracies in the SPSO disclosure of information; hence confirm my deep will to progress for a decision by the Information Commissioner.<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">In the SPSO response for review on 18/8/2010 the SPSO confirmed that contradiction on the number released in two different Freedom of Information requests is due to different submission methods (response is appended for easy reference). On 25/6/2010 the SPSO advised me that the following numbers of complaints were submitted (in Freedom of information request with reference number: </span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: Arial;">201001087)</span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">:<o:p></o:p></span></h2><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">14 complaints were received on 28 April 2010</span><span style="font-family: "Palatino Linotype","serif";"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">14 complaints were received on 29 April 2010</span></b><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif";"><o:p></o:p></span></b></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">17 complaints were received on 30 April 2010</span><span style="font-family: "Palatino Linotype","serif";"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">In my request of review the SPSO provided an additional table. While counting the number of complaints in those two tables the numbers submitted on those three days are:<o:p></o:p></span></b></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">14 complaints were received on 28 April 2010</span><span style="font-family: "Palatino Linotype","serif";"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">16 complaints were received on 29 April 2010</span></b><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif";"><o:p></o:p></span></b></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">17 complaints were received on 30 April 2010<o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; mso-bidi-font-family: Arial;">While summing up the number of complaints in the two tables, this provides extra two complaints. Therefore, I have assumed two complaints are included in the second table for the day of 29/4/2010. While the SPSO has confirmed to the Information Commissioner these are different complaints, then there is clear inconsistency in the count of complaints submitted in this particular day. The SPSO disclosed extra two complaints than what was listed in the disclosure with reference number 201001087 (Please refer to the SPSO response of review to document the number inconsistency). Since, the SPSO did not clarify an error happened in the first disclosure and apologized about such an error, I assume an error happened in the second disclosure with failure to disclose details of two complaints or both disclosures are wrong; hence I require an accurate disclosure about complaints listed in those two tables.<o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: Arial; mso-bidi-font-weight: bold;">I should note that I was advised that other matters related to this application will be dealt separately under reference number: </span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">201001947. In the indicated application the SPSO rejected to provide me the reference number and public body authority which each complaint was filed against and I detailed my appeal for the Information commissioner while requesting a decision.<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Segoe UI"; mso-bidi-font-weight: normal;">Request from the Information Commissioner in the current application:<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: 40.5pt; margin-right: 0in; margin-top: 0in; mso-list: l1 level1 lfo1; text-indent: -.25in;"><!--[if !supportLists]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Palatino Linotype"; mso-bidi-font-weight: normal; mso-fareast-font-family: "Palatino Linotype";"><span style="mso-list: Ignore;">1-<span style="font: 7.0pt "Times New Roman";"> </span></span></span><!--[endif]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">Investigating the clear inconsistency in the SPSO disclosure of the submitted complaints numbers on the defined days as provided by two different Freedom of information responses - as documented in the response of review and appended below for the easy reference. It is impossible to have 14 and 16 complaints as valid number submitted in 29/4/2010. This means one of them is wrong or both numbers are wrong and the actual count is another number in those days. I request disclosing tables with accurate information based on the Information Commissioner investigation.<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: 40.5pt; margin-right: 0in; margin-top: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: 40.5pt; margin-right: 0in; margin-top: 0in; mso-list: l1 level1 lfo1; text-indent: -.25in;"><!--[if !supportLists]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Palatino Linotype"; mso-bidi-font-weight: normal; mso-fareast-font-family: "Palatino Linotype";"><span style="mso-list: Ignore;">2-<span style="font: 7.0pt "Times New Roman";"> </span></span></span><!--[endif]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">According to the guidelines of the UK Information Commissioner regarding exemptions from all restrictions under the Data Protection Act, any data should be disclosed to the Information Commissioner to enable him making decisions without consent. While I am waiting for the Information Commissioner’s decision on the inappropriate position of the SPSO to provide the reference number and public body by inapplicable restriction under the Data Protection Act that I claim, it is appropriate to request providing the indicated information to the Information Commissioner to enable him making a decision in the current application independent from the other application you decided to handle separately(instead of waiting for a decision on the other application to provide the required evidence for the current application).<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: 40.5pt; margin-right: 0in; margin-top: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: 40.5pt; margin-right: 0in; margin-top: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">Therefore, I request that the SPSO releases the reference number for the provided two tables for the Information Commissioner to verify:<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: .75in; margin-right: 0in; margin-top: 0in; mso-list: l0 level1 lfo2; text-indent: -.25in;"><!--[if !supportLists]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Palatino Linotype"; mso-bidi-font-weight: normal; mso-fareast-font-family: "Palatino Linotype";"><span style="mso-list: Ignore;">a-<span style="font: 7.0pt "Times New Roman";"> </span></span></span><!--[endif]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">The provided reference number is serial in the provided two tables and there is no missing serial in the assigned reference number which would confirm failure of the SPSO to disclose information related to this complaint.<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin-bottom: 0in; margin-left: .75in; margin-right: 0in; margin-top: 0in; mso-list: l0 level1 lfo2; text-indent: -.25in;"><!--[if !supportLists]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Palatino Linotype"; mso-bidi-font-weight: normal; mso-fareast-font-family: "Palatino Linotype";"><span style="mso-list: Ignore;">b-<span style="font: 7.0pt "Times New Roman";"> </span></span></span><!--[endif]--><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">The reference number for the first table where time was indicated is coordinating with time provided. In other words, for example, in 29/4/2010 the complaint submitted at 21:04 should have reference number that is further to the one submitted at 15.36. I request that the Information Commissioner request the time of submission in the second table to verify the assigned reference number is serial according to the time of submission as part of verifying my application on inaccurate information provided by the SPSO.<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">I request </span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Segoe UI"; mso-bidi-font-weight: normal;">to have the final word before the information Commissioner makes his decision</span><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"> to have the reasonable opportunity to address the SPSO response regarding my application.<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; mso-bidi-font-family: "Segoe UI"; mso-bidi-font-weight: normal;"><o:p> </o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";">Yours Sincerely,<o:p></o:p></span></h2><h2 style="line-height: 18.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="font-family: "Palatino Linotype","serif"; font-size: 12.0pt; font-weight: normal; mso-bidi-font-family: "Segoe UI";"><span style="mso-spacerun: yes;"> </span>Dr. R. A. Rahman<o:p></o:p></span></h2><div align="center" class="MsoNormal" style="text-align: center;"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif"; font-size: 14.0pt; line-height: 115%;">Appendix<o:p></o:p></span></b></div><div class="MsoNormal"><b style="mso-bidi-font-weight: normal;"><span style="font-family: "Palatino Linotype","serif";">The SPSO response of review for easy reference (provided in the original application)<o:p></o:p></span></b></div><div class="MsoNormal" style="line-height: 12.75pt; margin-bottom: 12.0pt;"><span class="apple-style-span"><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt;">Subject: RE: Request for review for FOI 201001269</span></span><span style="color: #2a2a2a; font-family: "Segoe UI","sans-serif"; font-size: 10.0pt;"><br />
<span class="apple-style-span">Date: Wed, 18 Aug 2010 16:59:30 +0100</span><br />
<span class="apple-style-span">From: Ask@spso.org.uk</span><br />
<span class="apple-style-span">To: [personal data]<o:p></o:p></span></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Dear [personal data]</span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Your request for review reference 201001701</span></b><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">I refer to your emails of 29 July and 3 August 2010, which have been passed to me to consider and I can now respond as follows.</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">On 26 May you asked for the number of complaints individually submitted on 28, 29 and 30 April 2010, while clearly indicating the time and date for the first and last complaints to be submitted online after and before your online complaint submission respectively. You were advised on 25 June under reference 201001087 that:</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">14 complaints were received on 28 April 2010</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">14 complaints were received on 29 April 2010</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">17 complaints were received on 30 April 2010</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">The last online complaint form submitted before your submission was on 25 April 2010 at 18:01</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">The first online complaint form submitted after your submission was on 29 April 2010 at 15:37</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">In emails of 30 June and 1 July, you asked for the reference number of all the complaints which were submitted to the SPSO using the online complaint form during the period 19 April to 15 May 2010, while clearly indicating a) the exact time each one of them was submitted, and b) the public service bodies those complaints were made against. You also requested that we disclose at what stage each complaint had arrived at the time of our response. You were provided, on 29 July under reference 201001269, with a table detailing complaints initially received online from 19 April to 15 May 2010 and given an explanation why we were unable to provided the specific complaint details, on which point you have not requested a review.</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">First, I apologise for the incorrect date in the table provided, as you correctly identified, the date should have read 29/04/10. Please find below a corrected table.</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="border-collapse: collapse; margin-left: 4.65pt; width: 523px;"><tbody>
<tr style="height: 31.5pt; mso-yfti-firstrow: yes; mso-yfti-irow: 0;"> <td style="border: solid windowtext 1.0pt; height: 31.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="top" width="78"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Received Date</span></b></div></td> <td style="border-left: none; border: solid windowtext 1.0pt; height: 31.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Received Time</span></b></div></td> <td style="border-left: none; border: solid windowtext 1.0pt; height: 31.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Workflow Stage</span></b></div></td> <td style="border-left: none; border: solid windowtext 1.0pt; height: 31.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Case Status</span></b></div></td> <td style="border-left: none; border: solid windowtext 1.0pt; height: 31.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Case Closure Reason</span></b></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 1;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">16/04/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">14:03</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 2;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">21/04/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">00:35</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 3;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">24/04/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">20:55</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">4 - Investigation 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 4;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">24/04/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">09:50</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 5;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">25/04/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">18:01</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 6;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">29/04/10</span></b></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">15:36</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></b></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 7;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">29/04/10</span></b></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">21:04</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of jurisdiction</span></b></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 8;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">30/04/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">16:33</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 9;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">01/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">14:56</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 10;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">03/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">16:09</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.9pt; mso-yfti-irow: 11;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.9pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">05/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.9pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">15:29</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.9pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.9pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.9pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 12;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">05/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">18:51</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of jurisdiction</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 13;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">07/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">16:31</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">4 - Investigation 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 14;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">10/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">14:02</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">4 - Investigation 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 15;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">12/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">14:48</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 16; mso-yfti-lastrow: yes;"> <td style="border-top: none; border: solid windowtext 1.0pt; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 58.35pt;" valign="bottom" width="78"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">12/05/10</span></div></td> <td style="border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="bottom" width="75"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">14:44</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 130.9pt;" valign="top" width="175"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 56.1pt;" valign="top" width="75"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 90.6pt;" valign="top" width="121"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
</tbody></table><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><i><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 9.0pt;">Report generated 28 July 2010</span></i><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">However, you have requested a review of the information you have been provided as you consider that, as the indicated number of complaints detailed under 201001269 is less than the number defined under 201001087, there is a clear error. I would point out that under 201001087 you asked for and were provided with the number of complaints submitted, whereas, under 201001269, you asked for and were provided with details of the number of complaints that were submitted using the online complaint form. It is therefore reasonable to expect that the number of complaints submitted using the online complaint form will be less than the total number of complaints submitted. </span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">You have also questioned why your online submission of 29 April at 14:52 was clearly indicated under 201001087 but not under 201001269. I would point out that, under 201001087, you were provided with details of the online complaint forms submitted directly before and after your online submission. This was not however confirmation that your online submission was consequently progressed and recorded as a new complaint. However, the details provided under 201001269 were specifically for those recorded complaints that were originally submitted online. As you have been previously advised on a number of occasions, your online complaint submission was not considered to be a new complaint, therefore it was not allocated a new reference number and consequently does not show up in the list of complaints provided under 201001269.</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">You have requested details of the complaints indicated under 201001087. Please see the table below.</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="border-collapse: collapse; margin-left: 5.2pt; width: 617px;"><tbody>
<tr style="height: 12.75pt; mso-yfti-firstrow: yes; mso-yfti-irow: 0;"> <td style="background: #3366FF; border-right: solid silver 1.0pt; border: solid windowtext 1.0pt; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: white; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Received Date</span></b></div></td> <td style="background: #3366FF; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: solid windowtext 1.0pt; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: white; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Contact Method</span></b></div></td> <td style="background: #3366FF; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: solid windowtext 1.0pt; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: white; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Workflow Stage</span></b></div></td> <td style="background: #3366FF; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: solid windowtext 1.0pt; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: white; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Case Status</span></b></div></td> <td style="background: #3366FF; border-left: none; border: solid windowtext 1.0pt; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: white; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Case Closure Reason</span></b></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 1;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">30/04/2010</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 2;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">4 - Investigation 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 3;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Email</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 4;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Complaint resolved</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 5;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 6;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 7;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 8;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 9;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 10;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 11;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 12;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Web Complaint Form</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 13;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 14;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 15;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Suspended</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 16;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Web Complaint Form</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
<tr style="height: 12.75pt; mso-yfti-irow: 17;"> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Web Complaint Form</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 18;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">29/04/2010</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 19;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 20;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 21;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Complaint not upheld</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 22;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 23;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 24;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Visit</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 25;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Visit</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 26;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 27;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 28;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 29;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 30;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></b></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">4 - Investigation 1</span></b></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></b></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discretionary decision not to pursue</span></b></div></td> </tr>
<tr style="height: 12.75pt; mso-yfti-irow: 31;"> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></b></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><b><span style="color: red; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></b></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 32;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div align="right" class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: right;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">28/04/2010</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 33;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 34;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 35;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 36;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 37;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 38;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Email</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 39;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 40;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">4 - Investigation 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Open</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 41;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 42;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Premature</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 43;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Telephone</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">3 - Early Resolution 2</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Complaint partly upheld</span></div></td> </tr>
<tr style="height: 13.5pt; mso-yfti-irow: 44;"> <td style="background: white; border-bottom: none; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">1 - Advice</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid silver 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 13.5pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Discontinued</span></div></td> </tr>
<tr style="height: 12.75pt; mso-yfti-irow: 45; mso-yfti-lastrow: yes;"> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: solid windowtext 1.0pt; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 57.4pt;" valign="top" width="77"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 1.25in;" valign="top" width="120"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Letter</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 99.0pt;" valign="top" width="132"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">2 - Early Resolution 1</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid silver 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 63.0pt;" valign="top" width="84"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Closed</span></div></td> <td style="background: white; border-bottom: solid windowtext 1.0pt; border-left: none; border-right: solid windowtext 1.0pt; border-top: none; height: 12.75pt; padding: 0in 5.4pt 0in 5.4pt; width: 153.0pt;" valign="top" width="204"> <div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 8.0pt;">Out of Jurisdiction</span></div></td> </tr>
</tbody></table><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><i><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 9.0pt;">Report generated 17 August 2010</span></i><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Finally, you have requested release of the reference number for your online submission of 29 April. Again, as previously explained, your online submission was not considered to be a new complaint and was not allocated a new reference number. In line with section 17 of FOISA, I must therefore advise that this information is not held. </span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><h5 style="line-height: 12.0pt; margin-top: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif";">YOUR RIGHT OF APPEAL</span><span style="color: #2a2a2a; font-family: "Arial","sans-serif";"><o:p></o:p></span></h5><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">If you are dissatisfied with the outcome of any review carried out by the SPSO, you have a right under FOISA to appeal to the Scottish Information Commissioner. If you wish to do so, you must appeal to the Commissioner within six months following the date of receipt of the review notice. The Commissioner’s contact details are as follows:</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">The Scottish Information Commissioner</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Kinburn<span class="apple-converted-space"> </span>Castle</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Doubledykes Road</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">St Andrews</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">KY16 9DS</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Email: <span class="apple-converted-space"> </span></span><u><span style="color: blue; font-family: "Arial","sans-serif"; font-size: 10.0pt;"><a href="mailto:enquiries@itspublicknowledge.info">enquiries@itspublicknowledge.info</a></span></u><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Tel: 01334 464610</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">Yours sincerely</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
</div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><span style="color: navy; font-family: "Arial","sans-serif"; font-size: 10.0pt;">[personal data]</span><span style="color: #2a2a2a;"><o:p></o:p></span></div><div class="ecxmsonormal" style="line-height: 15.0pt; margin-bottom: .0001pt; margin: 0in;"><br />
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</div>Dr. R. A. Rahmanhttp://www.blogger.com/profile/02983611119505692513noreply@blogger.com0