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Direct Marketing Commission - Enforcing Higher Industry Standards

Tracesmart – complaint about direct marketing

September 1st 2010

This complaint related to a claim from a business that information online lacked an element of specificity and detail. The company in question had amended their website once the complaint was raised, and in addition, offered a full refund. In conclusion, the Commission did not consider that there was a deliberate attempt to mislead clients, and did not uphold the complaint under clause 3.17 which asks that members act decently, fairly and reasonably. A full refund had been offered and there had been no further complaints.  However, there were claims from the complainant that the revised edition of the website was still not sufficiently clear, and as this aspect of the case fell more appropriately under the auspices of the Advertising Standards Authority (ASA), the complainant was advised to take his complaint further with the ASA if required.  Complaint not upheld.

If you believe a DMA member is in breach of the Direct Marketing Code of Practice then contact the Direct Marketing Commission – you can alert us to an issue you see here.