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Which? launches online tool to help consumers lodge complaints

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25th Jul 2013
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Consumers fed up with nuisance calls and texts but unsure how to complain can now officially lodge their gripes with the help of an online complaints tool.

Consumer group Which? launched the web service, which directs consumers to the relevant regulator’s complaint form in a matter of seconds, as new research revealed less than a fifth (17%) of consumers officially complain about this menace.

Of those, 81% said it’s important to go on the record so authorities can do more about these calls, the figures showed.

But whilst the survey of more than 2,000 UK adults revealed that within one month 85% of people received a nuisance call on their landline, most consumers are failing to report it to regulators.

This is mainly because they often don’t know who to complain to (31%), they say complaining won’t do any good (40%), or they don’t think the calls will reduce even if they do complain (43%), the survey showed.

Nearly two thirds (62%) said they would be more likely to complain officially if there was an easy way to report calls as soon as they received them.

Richard Lloyd, Which? executive director, 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.”

Mike Lordan, chief of operations for the Direct Marketing Association, said: “Rogue companies are to blame for nuisance calls and text spam, which annoys and distresses people, as well as harms the legitimate telemarketing and mobile marketing industries.

“The regulators already have strong powers of enforcement to investigate and fine those companies breaking the law. 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.”

Last month Which? called on the government to strengthen the law on consent and the use of personal data, and to give regulators more powers to enforce the law.

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