How to complain
It is fast, free and easy to complain to the ASA.
1. Check if your complaint is covered by our remit. |
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The types of complaints we can look into include:
- Misleading, inappropriate or offensive advertisements
- difficulty getting goods or a refund for items bought by mail order or through television shopping channels
- promotions that are unfairly run or special offers that have left you disappointed
- unwanted mail from companies sent either by post, e-mail, text message or fax
- data capture and protection of privacy
Some complaints fall out of our remit because the Advertising Codes do not cover the type of activity or communication complained about. On those occasions we will always try to direct you to the right people who may be able to help. For instance, Trading Standards departments regulate shop window displays and point of sale material. The Financial Services Authority regulates financial aspects of ads, like the use of APRs and disclaimers. For more information go to the Areas of complaint outside our remit section.
Log your complaint with us
Anyone can complain to the ASA and the easiest way is to complete the online complaints form.
If you wish to complain by writing to us, the Contact us section includes our postal address and fax number.
Please note that we accept complaints over the phone only if it’s about a TV, radio or cinema commercial, or a poster or national press ad.
Complaints are investigated free of charge but we request that they are submitted within a reasonable time of an advertisement's appearance, usually within three months of the ad appearing.
When making a complaint, please send us a copy (web-link, scan, photo, photocopy etc.) of the advertisement in question and give us as much detail as possible outlining your concerns and where and when you have seen the ad to help us to assess the complaint.
We will always acknowledge receipt of your complaint by sending you a unique reference number for you to quote. Your complaint will always be the responsibility of a named individual who will write to you. Your complaint will be dealt with as quickly as possible and in line with our Standards of service.
All complaints are anonymous unless you are asking us to get your name taken off a mailing list or you are complaining on behalf of a company or organisation.