The Direct Marketing Association (DMA) represents the 900 or so companies
dominating the direct marketing industry in the UK. These include major blue
chip companies and organisations, as well as companies who supply direct
marketing services to the industry (such as agencies, mailing houses, data
services, email marketing, telemarketing bureaux, etc)
If you encounter a problem with a DMA member company and wish to make a complaint
to the DM Commission, you must provide details of your complaint in writing or by
email. You may telephone us directly to discuss your situation.
There are no time limits within which you may take action, and there is no cost
to you when you make a complaint to the DM Commission.
What happens next?
Upon receipt of your complaint, the DMA member company will be informed and given
the opportunity to resolve the matter within ten working days. If they fail to
resolve the complaint, or you are not satisfied with the response, the matter is
referred to the DM Commission
for adjudication.
The Secretary to the DM Commission will then prepare a report on each complaint or
dispute and circulate it to the DM Commission panel members at least one week prior
to the scheduled hearing or meeting. If the DM Commission finds that
the DMA member is in breach of the DMA’s Code of Practice, they may take one or
more of the following actions:
- Establish whether the appropriate remedial action has been taken in the case in
question.
- Seek an undertaking from the member that the breach will not be repeated and, if
appropriate, agree alternative procedures with the member.
- Issue a formal written warning to the member, which may be made public.
- Suspend, or if the circumstances warrant, terminate their membership of the DMA.
The member would be notified within 28 days of the decision and informed clearly
that they have a right to appeal the decision to the Independent Appeals
Commissioner within 14 days.
Whether or not the DM Commission concludes that there has been an infringement of the
Code, it may decide to advise the member on possible changes to their procedures
and/or agree to conciliate on behalf of the two parties.
What happens if you are not satisfied?
If the DM Commission is not able to effect conciliation, it may advise each party to
seek legal advice or use the services of the Chartered Institute of Arbitrators.
What if the company is not an DMA member?
If the company you are having problems with is not a DMA member, you can telephone
the DM Commission to seek their advice on the other options available to you. For
example, if the DM Commission finds that your complaint relates to a misleading or
inaccurate advertisement, they may pass your complaint on to the Advertising
Standards Authority (the ASA), who administer the British Code of Advertising,
Sales Promotion and Direct Marketing. The ASA can order an advertiser to cease
their campaign immediately.
If your complaint relates to a mailing or advertisement from a company based
outside the UK, the DM Commission can check to see if any UK supplier working on their
behalf is a DMA member (ie: a mailing house or data supplier) and if so, can take
action against this UK supplier.
If the complaint relates to the possibility of fraudulent or criminal activity,
then the case will be forwarded to a local Trading Standards Office, the police,
or other appropriate authority, for further investigation.
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020 7291 3300
020 7323 4426
info@dma.org.uk
www.mydm.co.uk
