Teahot

I left The AA in 2004. Although I’m always careful to opt out of any marketing use of my details, since leaving they write to me every six months with joining up membership offers. Over the years I have phoned to complain (at least six times) and the last time I phoned I made notes of the conversation and the person involved assured me that I would get a response in writing.

I received no response and, predictably, six months further on I get another spam letter flagrantly misusing my customer records. I phoned again (wasting another 30 minutes of my time) but this time by calling twice managed to get a formal complaint reference number. In the process I found out that The AA had “opted in” ALL customers last year despite some of those customers having previously opted out, on the rationale that any customer who didn’t like it could complain!

A little research found that the Information Commissioner’s Office has an official PDF guideline document with a template letter so that you can send a legally recognised notice for a company to remove your records from their marketing database (see my Data Protection Act page). If they fail to do so within a reasonable time (the ICO recommends 28 days) you can either sue them for compensation or get the ICO to launch an investigation. So as well as having a formal complaint registered on their system, I have sent off a written notice. If I get another spam letter in six months time I’ll be able to get the ICO to investigate on my behalf. I’ll even do a little research into compensation, it may actually be worth the time taking them to court.

It’s a ruddy hassle but if more customers used the formal process I’m sure companies would stop misusing their data to make a quick buck.

The notice seemed to get their attention. I have received a letter by return on behalf of the Group Company Secretary (John Davies) assuring me that future marketing would be suppressed (within a 90 day period to go through their system, seems rather lax to me).

No written reply to my phone call so far, even with a registered complaint number. I guess “Customer Services” aren’t quite up to scratch compared to “Legal”.