Routine visits are intended to help and support members, monitor general standards of compliance and check if there are any common issues or questions arising that may need addressing.

The visits will be made on a representative basis across the various media encompassed by the DM Code of Practice.

In line with section 4.15c of the Code, the Direct Marketing Authority may request that the DMA Compliance Manager visit a member against whom a complaint has been levied. In this instance the visit will be more specific to the area of complaint.

Any routine compliance visit will be notified to the member Compliance Officer with ample notice.

Any Authority complaint visit will be notified to the primary contact with ample notice.

Upon arrival at a member's premises, the DMA Compliance Manager will meet with the member Compliance Officer and any other member staff as previously notified. They will discuss the format of the visit and deal with any compliance training or information issues.

In the case of a complaint, more details will be given and a specific request to see the Director/Line Manager who holds responsibility for the area may be made.

A site tour with the member Compliance Officer will be undertaken.

A compliance audit checklist will be completed during the visit and discussed with the member.

The Compliance Manager may request further information relating to the Annual Compliance Questionnaire, and request to see relevant procedures and audit trails.

A written report will be prepared and sent to the member organisation, any comments or additional information should then be provided to the DMA Compliance Manager.

In the event of gross non-compliance by a member, the DMA's concerns will be provided within the main written report, along with the DMA's recommendations and a required timescale for completion. A return site visit might also be requested.

Copies of all compliance visit reports will be held on file in the DMA Compliance Unit with copies sent to the member company and Direct Marketing Authority as indicated.

In the event that non-compliance is still evident, the matter will be passed over to the Direct Marketing Authority for consideration.