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Direct Marketing Commission - Enforcing Higher Industry Standards

About Us

About Us

The Direct Marketing Commission (DMC) is the body which oversees and enforces the Direct Marketing Association (DMA)’s Code.  The Code and DMC are here to give effective protection to recipients, users and practitioners of direct marketing. We aim to ensure companies observe the highest standards of integrity and trade fairly with their customers and with each other, and we do this by investigating complaints, scrutinising direct marketing issues and practices, and providing guidance to consumers.

The DMC investigates and adjudicates on reported breaches of the Code by DMA members.   If the complaint is not covered by the Code, it will be referred to another relevant organisation.

The DMC can also pass comment and recommendation to the DMA regarding particular aspects of the Code and the promotion of compliance.

The DMC may consult consumer, enforcement and advisory services to ensure the relevance and effectiveness of the Code, as well as to help identify emerging consumer issues.

Anyone can complain to us free of charge and our adjudications on complaints are published on this website regularly here.

We aim to confirm receipt of all compaints within two working days and aim to achieve at least 65% satisfaction levels with the action taken by the DMC in relation to cases dealt with by formal or informal procedures.  We will inform every complainant of the action taken and/or the outcome of investigations. We also aim to complete 80% of formal adjudications and complete all other cases that fall within the remit of the Code within 3 months of the first dialogue with a DMA member, and all complaints will be registered and progressed within seven working days.  We aim to have no cases reversed after action by the Independent Appeals Commissioner and no successful judicial reviews or legal challenges.  We will make available key trend information on complaints as required.  Please see our latest dmc-annual-report-15-16.

We also publish the minutes of our Board meetings.  These can be found here.

CURRENT DIRECT MARKETING CHANNELS:

Using direct marketing to buy goods quickly and easily, or as a source of information, is now an everyday occurrence for millions of consumers, and it is to the credit of the direct marketing industry that compliance with the Code is exceptionally high.  Below, you’ll find a list of current direct marketing channels, though this will undoubtedly change as the market develops. As the industry matures and expands the Commission will tailor its work in response to changes in the DMA Code.

The regulation of direct marketing is complex. It is covered by legislation and co/self regulation, and responsibility for its application is spread among a number of Government Departments, their Agencies and co/self regulatory bodies. Our collective aim is to protect consumers and to ensure that the industry in its broadest sense trades fairly both internally and especially with consumers and customers.

Direct Mail: personally addressed mail posted direct to you

Emails: personal emails sent to you

Telemarketing: calls from a company offering products or services

Leaflets, circulars and free publications: unaddressed communications and items delivered house to house by hand, including brochures, catalogues, local directories, money-off coupons and product samples (including items delivered with free local newspapers and unaddressed items delivered by Royal Mail)

Catalogue or ecommerce: A printed or electronic database of products and means of purchasing directed to you

Inserts: leaflets and catalogues inserted into paid for magazines, newspapers and supplements plus third party communications inserted within addressed communications such as statements and bills

Field Marketing/Demonstrations: people giving out samples or promoting a product or service in the street or in a shopping centre or orhter public place

Customer Magazines: written for customers offering advice and information on the company’s products and services (e.g. Sky, Sainsbury’s, the AA)

Television and Radio Advertising: that gives a contact number, website address or that invites some action such as ‘see in store for details’

Newspapers and Magazine Display Advertising: (NOT customer magazines or inserts, but contained in the body of the publication) that give a contact number, website address, or that invite you to ‘see in store for details’

Mobile Messaging: communications via your mobile phone inviting you to respond to a text message or use your mobile to respond to a communication received via another method

Interactive TV: using the red button on your TV to respond to or buy from advertisements or offers

Ambient/Place-based media: any invitation to participate in direct marketing ‘outside the home’ that appears on posters or inside/in close proximity to offices, stores, airports, educational and other activity centres.