2012 was a busy year for our Dispute Resolution Service (DRS), dealing with a total of 818 cases in the course of the year, an increase of +16% year on year.
More cases are raised in the areas of retail and banking than any other sector and collectively amount to just under a third of all cases. In the last three years around 20% of all cases were retail-related and a further 10% were from the banking sector. Of all the big name brands that have been subject to disputes in the last 12 months, the top 5 were all retail or banking related: Karen Millen, Coast and Swarovski on the retail front and Barclays and Natwest/RBS from banking.
Looking in detail at the closed cases, over a third (37%) saw no resolution which means the complaint was judged invalid or was withdrawn/not pursued by the complainant. Just under a third (28%) were resolved either directly by the parties themselves or through our mediation service and the remaining 34% were resolved using our panel of independent experts.
Results of resolved DRS cases 2012
The vast majority of resolved cases (88%) resulted in the domain being transferred to the complainant, with just 8% of cases seeing the respondent retain their domain.
The busiest months for new DRS cases were March, April and July, each accounting for around 10% of the year’s cases. November and December were the quietest months as registrant focus was firmly fixed on Christmas e-commerce.