ࡱ> <; \p43539402 Ba==h<K-#8X@"1Arial1Arial1Arial1Arial1Arial1 Arial1$Arial1>Arial1>Arial1Arial1Arial$"S/."\ #,##0_);\("S/."\ #,##0\))$"S/."\ #,##0_);[Red]\("S/."\ #,##0\)*%"S/."\ #,##0.00_);\("S/."\ #,##0.00\)/*"S/."\ #,##0.00_);[Red]\("S/."\ #,##0.00\)C*>_("S/."\ * #,##0_);_("S/."\ * \(#,##0\);_("S/."\ * "-"_);_(@_).))_(* #,##0_);_(* \(#,##0\);_(* "-"_);_(@_)K,F_("S/."\ * #,##0.00_);_("S/."\ * \(#,##0.00\);_("S/."\ * "-"??_);_(@_)6+1_(* #,##0.00_);_(* \(#,##0.00\);_(* "-"??_);_(@_)3#,##0\ " ";\-#,##0\ " "=#,##0\ " ";[Red]\-#,##0\ " "?#,##0.00\ " ";\-#,##0.00\ " "I"#,##0.00\ " ";[Red]\-#,##0.00\ " "q6_-* #,##0\ " "_-;\-* #,##0\ " "_-;_-* "-"\ " "_-;_-@_-k3_-* #,##0\ _ _-;\-* #,##0\ _ _-;_-* "-"\ _ _-;_-@_->_-* #,##0.00\ " "_-;\-* #,##0.00\ " "_-;_-* "-"??\ " "_-;_-@_-{;_-* #,##0.00\ _ _-;\-* #,##0.00\ _ _-;_-* "-"??\ _ _-;_-@_-0.0"Yes";"Yes";"No""True";"True";"False""On";"On";"Off"],[$ -2]\ #,##0.00_);[Red]\([$ -2]\ #,##0.00\) 0.00000000 0.0000000 0.000000 0.00000 0.0000 0.000 #,##0.0 0.000000000 0.0000000000 #,##0.000 #,##0.0000                        x  "X  @  *x<<  )x<<  "|@ @  *|<<  x@ @ )x@ @ "|@ @  *x@ @  +x@<  +x<  +x<  "X  x@ @ 0@ @  *x<<  *x< *|<< 1 Euro `I TRIMESTRE 20113  ;H"Y11INFORMACION DE RECLAMOS RECIBIDOS DE LOS USUARIOSA favor de la empresaA favor del usuario(en das calendario)Depsitos de AhorrosTarjetas de CrditoCancelacin de cuentaCuenta Corriente'Central de Riesgos - Informacin ErradaCheques - problemas en generalContrato - incumplimiento(Correspondencia - Demora/incumplimiento.Informacin - errada / insuficiente / engaosaLiquidaciones - erradasOperaciones mal/no pocesadaServicio - maltrato al clienteSistemas - fallas Cuenta CTSTarjeta de Dbito"Crditos Hipotecario para vivienda4Crdito Corporativo, a grandes y a medianas empresasCrdito de Consumo%Transferencia de dinero al extranjeroFactoring y/o DescuentosChequesCajeros Automtico.Transacciones via Internet (Banca Electrnica)Pago de servicios0Cobros indebidos de Inter, comis, gast y tribut.2Modif de tasas int, comisio, u otras cond pactadas1Prob. referidos a seguros contrat x empre. del SF/Problemas con TC(retenida,no emitida,bloq,anul)Operaciones No Reconocidas2Disconformidad por notif dirig a terceras personas.Material infor. incompleto/publicidad engaosa2Prob relac cajeros propios(no disp efectivo,vouch)Entrega de Billetes Falsos*Problemas referidos a programas de lealtad:Prob relac cajeros otras empresas (no disp efectivo,vouch)TOTAL NUMERO DE OPERACIONESOperacin, servicio o producto Motivo de reclamo Reclamos absueltos Tiempo promedio de absolucin +TOTAL DE RECLAMOS RECIBIDOS EN EL TRIMESTRE,TOTAL DE RECLAMOS RECIBIDOS EN EL TRIMESTRE$PERIODO DEL 01/01/2011 AL 31/03/20110Inadecuada-Insuficiente informacin sobre seguro0Demora atencin en estab. de atencin al pblico:p A]Fxqcc  $8/BLYQ!TT  dMbP?_*+%&RQ?'(\?(RQ?)(\?M \\166.73.5.75\HP_5035MFP_MRF!C odXXLetterDINU"D XG4C;SMTJHP LaserJet M5035 MFP PCL 6InputBinPrinterSelectRESDLLUniresDLLResolution600dpiFastResFalseOrientationPORTRAITHPOrientRotate180FalseDuplexVERTICALPaperSizeA4EdgeToEdgeFalseHPPaperSizeALMConstraintsEXECUTIVE_JISHPCustomDUplexableRange5.83x8.27_11.69x17AlternateLetterHeadFalseRETChoiceTrueHPPaperSizeDuplexConstraintsSTATEMENTMediaTypePLAINEconomodeTrueTextAsBlackFalseTTAsBitmapsSettingTTModeOutlineHPXMLFileUsedhpc50356.xmlHPEnableRAWSpoolingTruePrintQualityGroupPQGroup_4HPPCL6PassThroughTrueCollateONOutputBinAutoStaplingNoneHPDocPropResourceDatahpzhl43e.cabHPColorModeMONOCHROME_MODEHPPDLTypePDL_PCL6HPPJLEncodingUTF8HPJobAccountingHPJOBACCT_JOBACNTHPBornOnDateHPBODHPJobByJobOverrideJBJOJRConstraintsJRCHDPartialJRHDInstalledJRHDOffHPSmartDuplexSinglePageJobTrueHPSmartDuplexOddPageJobTrueHPManualDuplexDialogItemsInstructionID_01_FACEDOWN-NOROTATEHPManualFeedOrientationFACEDOWNHPOutputBinOrientationFACEDOWNHPManualDuplexPageOrderEvenPagesFirstHPMapManualFeedToTray1FalseHPPrintOnBothSidesManuallyFalseHPCoversFirst_PageHPDuplicateJobNameOverrideSWFWPSAlignmentFilehpzls43ePSServicesOptionPrnStat_SID_242_BID_497_HID_15521PSServices_DeviceandSuppliesStatusTRUEHPSmartHubInet_SID_263_BID_514_HID_265HPSmartHub_OnlinediagnostictoolsTRUEHPSmartHub_SupportandtroubleshootingTRUEHPSmartHub_ProductmanualsTRUEHPSmartHub_CheckfordriverupdatesTRUEHPSmartHub_ColorprintingaccessusageTRUEHPSmartHub_OrdersuppliesTRUEHPSmartHub_ShowmehowTRUEHPConsumerCustomPaperTrueHPPreAnalysisTrueHPManualDuplexDialogModelModelessHPLpiSelectionNoneXIUPHdLetter 4 [none] [none]Arial4P d?43370506<Automatic>R 44600dpidMicrosoft Office Excel Default Print Settings @EXCEL.EXE<ZC:\Program Files\Microsoft Office\OFFICE11\EXCEL.EXE " OXX(\? `?U} } m(} 1}  }  } $ } (} $ Column EX @      &&&&& &.&&&&  )** + ( )   ~ '? 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