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Direct Marketing Commission - Enforcing Higher Industry Standards

Data & Marketing Commission | Enforcing Higher Industry Standards

FAQs

FAQs




Q. How can I complain?

Anyone can complain to the Data & Marketing Commission free of charge either through our online complaints form or by contacting us directly at dm@dmcommission.com.

The Data & Marketing Commission
DMA House
70 Margaret Street
London
W1W 8SS

Telephone: 020 7291 3350

Q. What are the Preference Services ?

The DMA runs a number of preference services that allow consumers and businesses to opt-out of unsolicited marketing communications via telephone, mail or fax.

The preference service files list all contact numbers or addresses that consumers have chosen to block from receiving unsolicited one-to-one marketing.

For marketers, screening contact lists against these files is often a legal requirement – and also saves the resources, money and brand damage of marketing to consumers who either cannot or do not want to receive it.

The Mailing Preference Service (MPS) is a free service set up in 1983 and funded by the direct mail industry to enable consumers to have their names and home addresses in the UK removed from lists used by the industry. It is actively supported by the Royal Mail and all directly involved trade associations and fully supported by The Information Commissioners Office (ICO).

Please click here to find out more.

The Telephone Preference Service (TPS) is a central opt out register whereby individuals can register their wish not to receive unsolicited sales and marketing telephone calls.  It is a legal requirement that companies do not make such calls to numbers registered on the TPS.

The original legislation was introduced in May 1999.  It has subsequently been updated and now the relevant legislation is the Privacy and Electronic (EC Directive) Regulations 2003.

Please click here to find out more.

The Fax Preference Service (FPS) is a central opt out register whereby businesses (and individuals if they wish) can register their choice not to receive unsolicited sales and marketing faxes.  It is a legal requirement that companies do not send such faxes to numbers registered on the FPS.

The original legislation was introduced in May 1999.  It has subsequently been updated and now the relevant legislation is the Privacy and Electronic (EC Directive) Regulations 2003.

Please click here to find out more.

Q. What happens after I complain?

If your complaint falls within the remit of the Data & Marketing Association’s (DMA) Code, then the Secretariat of the Commission will contact the subject of your complaint setting out the grounds on which it has been made, attaching the correspondence you have sent and requesting a response. In instances where a company does not respond or where the Secretariat  considers that the complaint warrants a formal investigation, the case will be presented to the Board of Commissioners for adjudication. Further details of the complaints procedure may be found on the adjudications page.

Q. What is the difference between the Data & Marketing Commission and the Data & Marketing Association?

The Data & Marketing Association (DMA) comprises the DMA, Institute of Data & Marketing (IDM) and DMA Talent.

The Association seeks to guide and inspire industry leaders; to advance careers; and to nurture the next generation of aspiring marketers.

It champions the way things should be done, through a rich fusion of technology, diverse talent, creativity, insight – underpinned by its customer-focussed principles.

The DMA sets the standards marketers must meet in order to thrive, representing over 1,000 members drawn from the UK’s data and marketing landscape.

The Direct Marketing Commission (DMC) is the body which oversees the Data & 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 data & marketing issues and practices, and providing guidance to consumers.

The DMC investigates all data & marketing complaints against DMA members where the complaint is within the scope of the DMA Code.  If the complaint is not covered by the Code, it is referred to another relevant organisation.

Q. What sanctions can the Data & Marketing Commission impose?

Sanctions

If a complaint is upheld following adjudication, the DMC has a range of sanctions that it will apply proportionately, depending on the seriousness of the issue or complaint.

These include:

• A formal recommendation to the DMA

• A formal visit to the member by the DMA

• A formal undertaking from the member to comply with the standards set out in the Code

• An undertaking by the member to carry out specific changes in processes, procedures, management or other arrangements to ensure an end to the problem

The DMC may make a recommendation to the DMA that a member be suspended from DMA membership or have their membership cancelled in cases where the DMC thinks this is necessary and proportionate.

The DMC may refer a member to relevant law enforcement and consumer protection bodies when this appears necessary.

The DMC may make its adjudications and files available to these bodies as required.