South-east firms battered for making predatory calls

Swansea might have once been crowned the nuisance call capital of the UK but it seems the home counties are now vying for that dubious honour after two firms from Tonbridge and Hove have been slapped down for making unlawful marketing calls to individuals registered with the Telephone Preference Service.

WerepairUK, based in Tonbridge, Kent, has been fined £80,000 by the Information Commissioner’s Office for making 42,688 unsolicited calls, while Service Box Group, based in Hove, East Sussex, has been fined £40,000 for making 5,361 calls.

Both companies made calls to people who had explicitly opted out of receiving marketing communications, violating their privacy and in some cases causing significant distress.

There is clear evidence that in both cases, older people and those living with illnesses such as dementia were targeted. Some individuals were subjected to repeated phone calls, attempting to pressure them into buying warranties for white goods, such as fridges and washing machines, that they did not need.

Using intelligence shared by National Trading Standards, the ICO found people living with illnesses such as dementia had been unlawfully called and sold policies that they neither needed or understood.

One such example is the mother of Juliet Tibbels, who was regularly called by firms despite being registered with the TPS. Her mother, now aged 90, has dementia and was living independently in her home near Poole, Dorset, at the time calls were made to her. She was cold called by multiple companies selling services such as white goods warranties and alarm pendants.

WerepairUK sold her a white goods warranty and boiler policy. The company did not provide the ICO investigation with any evidence that she had consented to receiving marketing calls from them.

WerepairUK has appealed the decision.

ICO head of investigations Andy Curry said: “We have taken decisive action against two companies that have caused significant distress by targeting people who are at greater risk of harm. Such predatory marketing practices are unlawful and deeply exploitative.

“We remain steadfast in our commitment to protecting the public, especially those who may not be in a position to defend themselves against such tactics.

“As well as the action we’ve taken, there are some simple steps we can all take to protect ourselves, family and friends against unlawful marketing. Registering with the TPS is free, quick and easy; And, if you are registered with the TPS and still receive calls, then please let us know via our on-line reporting tool. We can then take action to stop them.

“These fines bring the total penalties as part of this latest wave of action against predatory marketing to £1.57 million. This reflects our determination to making sure those responsible for these harmful actions are held accountable.”