Links
Advertising Standards Authority (ASA)
The Advertising Standards Authority is the independent body set up by the advertising industry to enforce the rules laid down in the advertising codes; these rules include a section on database practice. The ASA may be contacted with complaints about the content of any misleading direct marketing message or sales promotion and will determine if they are in breach of the British Codes of Advertising and Sales Promotion. If you wish to pursue a complaint, you can email or write to the ASA describing why you believe the material to be misleading and enclosing a copy if possible.
Mid City Place
71 High Holborn
London WC1V 6QT
T: 020 7492 2222
www.asa.org.uk
Citizens Advice
This service provides free, confidential and independent advice to help people resolve their consumer issues.
Find your local CAB
Consumer Direct
Consumer Direct is the government-funded telephone and online service offering information and advice on consumer issues.
T: 08454 04 05 06
www.consumerdirect.gov.uk
Consumer Focus (formerly The National Consumer Council)
Formally starting work on October 1st2008, Consumer Focus has been formed through a merger of the National Consumer Council, energywatch and Postwatch. Consumer Focus promotes the interests of consumers through research, supporting consumer representatives and working with decision-makers to campaign for change. Consumer Focus has no statutory powers and does not give advice, nor does it intervene in individual cases or consumer complaints against providers of goods and services.
20 Grosvenor Gardens
London
SW1W 0DH
T: 020 7730 3469
www.ncc.org.uk (to be changed shortly)
Department for Business Innovation and Skills
BIS helps ensure business success and is the voice for business across the Government. BERR provides comprehensive background information, practical assistance and guidance on all aspects of running a business.
Ministerial Correspondence Unit
Department for Business Innovation and Skills
1 Victoria Street
London
SW1H 0ET
T:020 7215 5000
www.bis.gov.uk
Direct Marketing Association (DMA)
The Direct Marketing Association UK is the trade body for the direct marketing industry. The DMA manages programmes to protect consumers against bad practice and increase consumer trust in the industry. It promotes best practice through DMA codes of conduct and provides up-to-the-minute information, research and legal advice.
DMA House
70 Margaret Street
London
W1W 8SS
T: 020 7291 3300
www.dma.org.uk
Fundraising Standards Board
The Fundraising Standards Board is a self-regulatory scheme which works to ensure that organisations raising money from the public do so honestly and properly.
Fundraising Standards Board, Hampton House
20 Albert Embankment
London
SE1 7TJ
T: 0845 402 5442
http://www.fsrb.org.uk
HowToComplain.Com
An independent and free online complaints service.
howtocomplain.com
PO Box 1290
Salisbury
SP1 1YN
Information Commissioner’s Office (ICO)
The ICO is the UK’s independent public body which enforces the regulations relating to telephone, fax, e-mail and SMS marketing. It was set up to promote access to official information and protect personal information.
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
T: 08456 30 60 60
T: 01625 54 57 45
www.ico.gov.uk
List Warranty Register
The List Warranty Register is a central database of list owner and user warranties. It helps to eliminate paperwork within the industry by negating the requirement for list owners and users to supply separate warranties every time a list is rented.
DMA House
70 Margaret Street
London
W1W 8SS
T: 020 7291 3340
Ofcom
Ofcom is the independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services.
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
T: 020 7981 3000
www.ofcom.org.uk
Office of Fair Trading (OFT)
The OFT is responsible for making markets work well for consumers by promoting and protecting consumer interests while ensuring that businesses are fair and competitive.
The OFT’s International Liaison Section has an interest in ‘scam’ mailings which originate outside the UK. They welcome consumer complaints about any unwanted unsolicited mailings that you consider misleading or deceptive.
Enquiries Unit
Office of Fair Trading
Fleetbank House
2-6 Salisbury Square
London, EC4Y 8JX.
T: 08457 22 44 99
www.oft.gov.uk
Otelo
Otelo are an Ombudsman Service that resolves disagreements between public communications providers and their customers. It is a free and independent service which investigates complaints fairly by listening to both sides of the story and looking at the facts.
PO Box 730
Warrington
WA4 6WU
T: 0845 050 1614
www.otelo.org.uk
PhonepayPlus
PhonepayPlus is the industry regulator for premium rate phone services that are charged to users’ phone bills or pre-pay accounts. For example, competitions, TV voting, helplines, adult entertainment, downloads, news alerts or interactive games.
Clove Building
4 Maguire Street
London
SE1 2NQ
T: 0800 500 212
www.phonepayplus.org.uk
Preference ServicesTelephone Preference Service
Fax Preference Service
Mailing Preference Service
The Preference Services allow individuals to register their preference to reduce personally addressed unsolicited marketing mailing, telephone calls and faxes.
DMA House
70 Margaret Street
London
W1W 8SS
T: 020 729 13300
www.mpsonline.org.uk
www.tpsonline.org.uk
www.fpsonline.org.uk
Email Preference Service (eMPS) – Registration with the eMPS can help reduce marketing emails from members of the DMA and some other marketing organisations. It is a free service which lasts for 5 years.
Baby Mailing Preference Service (BMPS) – Baby MPS is a free service which allows you to register not to receive baby related mailings.
DMA House
70 Margaret Street
London
W1W 8SS
T: 020 7291 3300
http://www.mpsonline.org.uk/bmpsr
Safe Home Ordering Protection Scheme (SHOPS)
SHOPS protects consumers when buying directly from advertisements and catalogues inserted in national newspapers. SHOPS safeguards readers by reimbursing them should they lose money if the goods which have been ordered fail to be delivered as a result of an advertiser going into liquidation or bankruptcy or ceasing to trade. It also covers readers who have returned goods and not received a refund from a failed advertiser.
18a King Street
Maidenhead
Berkshire
SL6 1EF
T: 016 2864 1930
www.shops-uk.org.uk
Trading Standards
Local Trading Standards Departments can investigate complaints about scams and dishonest traders operating in their areas of responsibility. Their telephone number can be found in the phone book under ‘Local Authority’. Complaints should be directed to the ‘Home Authority’ of the company in question i.e., their local TSD.
Your Choice
Many local and national organisations communicate information to people using unaddressed mail and door to door material delivered directly to their homes. The ‘Your Choice’ scheme informs distribution companies of the householder’s preference to stop the delivery of these items. For example, free newspapers, catalogues, advertising brochures and money-off coupons.
Your Choice Preference Scheme
Direct Marketing Association
DMA House
70 Margaret Street
London
W1W 8SS
T: 020 7291 3300
http://dma.org.uk/sectors/d2d-choice.asp
