Which? launches complaints tool for nuisance callsNew tool to make it easier for people to complain

25 July 2013

The 'calling time' campaign board

Less than a fifth of people officially complain about nuisance calls and texts, but, six in 10 people said they would be more likely to complain officially if there was one clear place to do so.

According to Which? research, 85% of people will have received an unwanted call or text in the last month.

While only 17% complain officially, nearly half complain to family and friends about nuisance calls and texts.

The top reasons for not complaining are that people don't think the calls will reduce even if they do complain (43%), that complaining won't do any good (40%), and that they don't know where to complain (31%).  

Try the Which? complaints tool to report a nuisance call or text.

New complaints tool 

Which? has today launched a new complaints tool to make it easier for people to register complaints about nuisance calls and texts.

People can go to the tool and find the correct complaint form to send to the correct regulator in a matter of seconds. 

Which? executive director Richard Lloyd said: 'Consumers are completely fed up with nuisance calls but often don’t know who to complain to, or they think nothing will happen if they do. 

'Our new complaints tool will take the confusion and hassle away and helps people register their frustration with unwanted calls.

'If more consumers complain, it will send a clear message that more needs to be done to stop unwanted calls and texts. 

'We urgently need to see a new approach, new laws and new technology to tackle the menace of nuisance calls and texts.'

MP support for Which? complaints tool

Communications minister Ed Vaizey, who is supporting the Which? tool, said: 'Nuisance calls are a menace.  At best they’re an irritation, but at worst they can cause real misery. 

'The more people complain, the more evidence regulators can have to take action against the companies breaking the law.

'This initiative by Which? will make it quicker and easier for people to raise concerns about any company plaguing them with nuisance calls, and I urge consumers to use its reporting tool. 

'I am also pleased to be working with Which?, regulators and industry to see what else should be done to cut this nuisance off at source, and will announce our plan as soon as possible.'

TPS support for Which? complaints tool

The Telephone Preference Service (TPS), which manages a 'do not call' list of more than 18million private households also supports the tool. 

Head of the TPS John Mitchison said: 'Which?'s complaints tool should give people the guidance they need to report to the TPS or regulatory authorities those companies that choose to flout the law. 

'The more information that is collected on lawbreakers, the easier it becomes to protect people from the problem of nuisance calls.'

Chief of Operations for the Direct Marketing Association Mike Lordan said that the tool would help crack down on rogue companies. 

'Which?’s tool will help people on the receiving end to give the regulators the information they need to identify and deal with lawbreakers to protect consumers and the legitimate mobile and telemarketing industries alike.' 

Calling Time on Nuisance Calls

Earlier this year Which? launched its Calling Time on Nuisance Calls and Texts campaign and called on the government to step-in and tackle the problem of nuisance calls.

Which? wants the regulators to be given greater enforcement powers and to form a taskforce which will proactively punish rule breakers.

Since the launch of the campaign, more than 75,000 members of the public have pledged their support. You can pledge your support for the Which? Calling Time campaign to help put a stop to unwanted calls and texts. 

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