Barclaycard finded £50,000 for silent calls
Friday 26 September 2008
Ofcom today fined Barclaycard £50,000 for breaching rules on silent and abandoned calls, the regulator announced.
The fine, the maximum Ofcom is allowed to impose, follows an investigation between October 2006 and May 2007 which found Barclaycard made an "extremely high number of silent calls".
The investigation also found that some of Barclaycard's call centres had no procedures to prevent people receiving repeated abandoned calls over a short period of time.
Ofcom chief executive Ed Richards said: "Taken as a whole this is the most serious case of persistent misuse by making silent and abandoned calls that Ofcom has ever investigated.
"Had we not been limited by the statutory maximum, we would have imposed a larger financial penalty to reflect this misuse."
Ofcom said those who received the silent calls from Barclaycard had no way of knowing who had made them.
Silent calls were a significant cause of inconvenience and anxiety for thousands of people every month, the regulator said.
Most were not generated with malicious intent but were made when call centres using automated systems placed more calls than their agents could deal with.
Ofcom regulations say abandoned calls must make up no more than 3% of all live calls in a 24-hour period and all abandoned calls must carry a short recorded message identifying who it is from.
All calls from automated calling systems must also allow people to dial 1471 to find the telephone number of the person or organisation calling them.
Ofcom has previously fined Abbey National, Complete Credit Management, Space Kitchens, Bracken Bay Kitchens, Carphone Warehouse and Toucan for breaching rules on silent and abandoned calls.
Barclaycard apologised to its customers today and said it accepted the ruling.
It said in a statement: "Barclaycard does not dispute Ofcom's findings and accepts the resulting fine.
"Many of these calls were made with the intention of bringing potentially fraudulent activity to the attention of the card holder.
"Nevertheless, we recognise that all calls, irrespective of the purpose, should be made in the right way and we accept that our processes, in place at the time of the review by Ofcom, were inadequate.
"As a result, we offer a full apology for any inconvenience and distress to our customers that these calls caused.
"Barclaycard is operating within Ofcom's rules. We have made robust and lasting changes to our processes, operations and reporting to ensure that we continue to be compliant and to provide the highest levels of service to all our customers."
- 4 Frankie Boyle on Scottish independence: 'In the Interests of Unity, F**k Off'
- 5 Florida couple forced to register as sex offenders for having sex on public beach
Boston Marathon runner's search for mystery man she kissed ends with letter from his wife
Italian police 'reveal' what Jesus looked like as a young boy
Florida couple forced to register as sex offenders for having sex on public beach
Mysterious 'X-Files' sounds heard miles above the Earth
Met Gala 2015: Beyoncé manages to out-skimp Rihanna, Miley and Kim Kardashian with near-naked ensemble
In defence of liberal democracy
General Election 2015: Post-election 'shambles' looms as 70 per cent of voters say SNP 'should not be able to veto UK government policies'
The Rothschild Libel: Why has it taken 200 years for an anti-Semitic slur that emerged from the Battle of Waterloo to be dismissed?
General Election 2015: UK will be 'run for the wealthy and powerful' if Tories retain power, Labour warns
General election live: SNP suspends two members for disrupting Labour rally
Schools forced to act as 'miniature welfare states' with teachers buying underwear and even haircuts for poor pupils
iJobs Money & Business
£60000 - £70000 per annum + benefits : Ashdown Group: A highly successful, glo...
£25000 - £30000 per annum + benefits: Ashdown Group: A global leader operating...
£27 - 35k + Bonus + Benefits: Guru Careers: A Management Accountant is needed ...
£40-50k + Benefits.: Guru Careers: A Project Manager / Business Analyst is nee...