How to go about making a complaint
The marketing and media industries have specialist bodies that are responsible for regulation and self regulation in different areas.
We are responsible for investigating complaints about DMA members. However, if your complaint is not against a member, then you can still complete our complaints form and we will help you find the best route to other organisations that might be able to help. We have listed some of the marketing issues that you may have a concern about below and the relevant organisations that can help. We also have a useful links section on this website.
If you are unsure if the company is a member or not you can look at the DMA directory here. Remember however, that some businesses will use trading names so you may need to check the registered company name against the directory of members.
Even if the business you are complaining about is not a member of the DMA and you are unsure who to complain to, you can still complete our complaints form here and we will direct you to the right place.
If we are the right people to complain to then simply complete our complaints form and look at our investigation process here. If you are unable to complete the form just contact us.
Remember that there are some steps that you should take first:
You should make a formal complaint to the company concerned to explain your dissatisfaction and seek to reach a resolution to your problem. If you feel that your complaint has not been adequately resolved it can then be brought to our attention. Complaints should be notified to the DMC no more than three months after the date they were taken up with the company.
There is no cost to you when you make a complaint. However, you should note that the DMC is unable to enforce financial compensation – this lies outside its remit.
Please ensure you take care in completing the complaints form so that we get the right information we need to deal with your complaint and minimise delays.
Here’s our policy on referring complaints and below is a simple overview of areas which may be covered by other organisations….
Advertising
The Non-broadcast and Broadcast Advertising Codes cover advertisements across media, sales promotions and direct marketing communications. The Codes are policed by the Advertising Standards Authority which has a well established mechanism for investigating complaints. If your concern is about the content of advertising you have seen (including marketing on websites), then the ASA is your first port of call.
There are other areas that also fall under the CAP/BCAP Codes. If you are in doubt then please contact us or the ASA. www.asa.org.uk.
Direct mail
The Mailing Preference Service is the UK's official 'do not mail' list and enables individuals to opt out of unsolicited personally addressed advertising mail.
Many people who register have suffered a bereavement and they just want to stop future commercial mailings from being sent to the deceased. www.mpsonline.org.uk.
Emails and texts
Organisations in the UK and throughout the European Union are only allowed to email or text you if you have given them permission to do so, or if you have purchased goods and services from them in the past. You can always withdraw your permission, and every commercial email or text should by law offer you the opportunity to ‘unsubscribe’. For spam email or texts contact the Information Commissioner’s office. If you are receiving unwanted marketing you can complain to us if the company in question is a member of the DMA (see here for a list of members).
Organisations are required by law to ensure the personal information they hold about you is accurate, up-to-date and kept securely. You can find out what information is held about you by asking it to provide you with a copy of all the personal information about you. This is known as a Subject Access Request. www.ico.org.uk/for-the-public/
Faxes
The Fax Preference Service (FPS) is a central opt-out register where businesses can register their choice not to receive unsolicited sales & marketing faxes. Individuals may also register on FPS.
It is against the law to send a fax to an individual unless they have given their permission.
www.fpsonline.org.uk
Financial Services
The Financial Conduct Authority regulates financial services in the UK, setting standards for firms to meet and holding them to account if they don't.
The Financial Ombudsman Service is a free and easy to use service that settles complaints between consumers and businesses that provide financial services.
www.financial-ombudsman.org.uk
Fraudulent or criminal activity
If you are concerned that a company is acting fraudulently or criminally, you can contact your local police or local trading standards office or you can contact Action Fraud.
Newspapers and magazines
The Independent Press Standards Organisation (IPSO) is the independent regulator for the newspaper, magazine and digital news industry.
Scam mailings
If you receive a mailing which you think is a scam, contact the Citizens Advice consumer service. It provides free, confidential and impartial advice on consumer issues.
Visit Citizens Advice website or call the Citizens Advice consumer helpline on 0808 223 1133 (Welsh language service: 0808 223 1144).
Silent calls
Silent calls are generated by automatic dialling equipment which dial more numbers than there are operators available to take the calls. These types of calls are annoying and irritating and they can cause worry and anxiety.
If you are receiving silent calls you can complain to us if the company in question is a member of the DMA (visit www.dma.org.uk for a list of members) or you can contact OFCOM and complain online.
www.ofcom.org.uk
Telephone calls
The Telephone Preference Service (TPS) is the UK's only official 'Do Not Call' register for landlines and mobile numbers and since 1999 has been operated under contract from the Information Commissioner's Office. It allows people and businesses to opt out of unsolicited live sales and marketing calls. Doing so enables individuals to express their preferences, giving them control, and building trust.
If you are receiving unwanted marketing calls contact the Telephone Preference Service. www.tpsonline.org.uk
Telephone calls to businesses
The Corporate Telephone Preference Service (CTPS) is the central opt out register where corporate subscribers can register their wish not to receive unsolicited sales and marketing telephone calls to either all their organisation’s telephone numbers, or to certain numbers.
It is a legal requirement that companies do not make such calls to numbers registered on the CTPS. www.tpsonline.org.uk
Unaddressed mail
You can exercise ‘your choice’ and ask distribution companies, who are members of the DMA, to stop delivering unaddressed mail to your home. www.mpsonline.org.uk.
Royal Mail are legally obliged to deliver all addressed mail, which includes mail that is addressed "To the Occupier" (or with any other generic recipient information), as well as mail that is personally addressed to you by name.
Opting out of Royal Mail Door to Door stops all unaddressed mail from being delivered. However, in rare cases, they work with the government to deliver important messages to every UK address when it's in the national interest.
https://help.royalmail.com/personal/s/article/How-to-opt-out-of-advertising-mail