HomeServe and nPower face £2m fines for silent calls

Ofcom has warned that HomeServe and npower could be slapped with fines of up to £2m each after breaching rules on cold-calling customers.

The telecoms watchdog issued notifications to the two companies over "persistent" offences related to its automated calling operations, as part of an ongoing investigation.

The investigation found that from the beginning of February to 21 March, the insurance group HomeServe "made an excessive amount of abandoned calls" as well as repeatedly calling certain numbers during the same day when the technology identified that it had gone through to an answer machine.

Energy group npower also has a case to answer over an excessive number of abandoned calls, Ofcom said. It added the group "included marketing content within a recorded information message played in the event of an abandoned call".

The companies have until 10 August to explain themselves to the regulator and cut out the practice or face "further action" including a possible financial penalty.

HomeServe's issues lay with one of its external telephone marketing agencies which used technology that caused the problems. The company said it came across the issue during an internal audit and immediately tried to remedy it. A spokesman said it was now fully compliant with Ofcom regulations.

nPower, however, was defiant yesterday. A spokesman said: "We've noted what Ofcom has said. We think it is difficult to justify the words persistent and excessive." He added: "We are very confident that we are in control and are meeting Ofcom's standards." Companies breach the rules when the silent or abandoned calls make up more than 3 per cent of total calls made. npower said that only occurred twice.

Silent calling happens when telemarketing call centres generate more calls than available agents can manage. As there is no one to talk, the computer just hangs up. Ofcom said it "remains committed to dealing with the unnecessary annoyance, inconvenience or anxiety which consumers can suffer by silent or abandoned calls".

Sport
Romelu Lukaku
sportChelsea striker sends second teasing tweet of the day
News
peopleHowards' Way actress, and former mistress of Jeffrey Archer, was 60
News
Robyn Lawley
people
Sport
Japanese referee Yuichi Nishimura sprays a line after calling for a free kick for Brazil
sport
PROMOTED VIDEO
News
ebookA unique anthology of reporting and analysis of a crucial period of history
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

iJobs Job Widget
iJobs Money & Business

Senior Investment Accounting Change Manager

£600 - £700 per day + competitive: Orgtel: Senior Investment Accounting Change...

BA/PM,EMIR/Dodd-Frank,London,£450-650P/D

£450 - £650 per day + competitive: Orgtel: My client, a leading bank, is curre...

Senior Analyst - ALM Data - Banking - Halifax

£350 - £400 per day + competitive: Orgtel: Senior Analyst, ALM Data, Halifax, ...

Java developer - Banking - London - Up to £600/day

£500 - £600 per day: Orgtel: Java developer - Banking - London - Up to £600/d...

Day In a Page

Save the tiger: The animals bred for bones on China’s tiger farms

The animals bred for bones on China’s tiger farms

The big cats kept in captivity to perform for paying audiences and then, when dead, their bodies used to fortify wine
A former custard factory, a Midlands bog and a Leeds cemetery all included in top 50 hidden spots in the UK

A former custard factory, a Midlands bog and a Leeds cemetery

Introducing the top 50 hidden spots in Britain
Ebola epidemic: Plagued by fear

Ebola epidemic: Plagued by fear

How a disease that has claimed fewer than 2,000 victims in its history has earned a place in the darkest corner of the public's imagination
Chris Pratt: From 'Parks and Recreation' to 'Guardians of the Galaxy'

From 'Parks and Recreation' to 'Guardians of the Galaxy'

He was homeless in Hawaii when he got his big break. Now the comic actor Chris Pratt is Hollywood's new favourite action star
How live cinema screenings can boost arts audiences

How live cinema screenings can boost arts audiences

Broadcasting plays and exhibitions to cinemas is a sure-fire box office smash
Shipping container hotels: Pop-up hotels filling a niche

Pop-up hotels filling a niche

Spending the night in a shipping container doesn't sound appealing, but these mobile crash pads are popping up at the summer's biggest events
Native American headdresses are not fashion accessories

Feather dust-up

A Canadian festival has banned Native American headwear. Haven't we been here before?
Boris Johnson's war on diesel

Boris Johnson's war on diesel

11m cars here run on diesel. It's seen as a greener alternative to unleaded petrol. So why is London's mayor on a crusade against the black pump?
5 best waterproof cameras

Splash and flash: 5 best waterproof cameras

Don't let water stop you taking snaps with one of these machines that will take you from the sand to meters deep
Louis van Gaal interview: Manchester United manager discusses tactics and rebuilding after the David Moyes era

Louis van Gaal interview

Manchester United manager discusses tactics and rebuilding after the David Moyes era
Will Gore: The goodwill shown by fans towards Alastair Cook will evaporate rapidly if India win the series

Will Gore: Outside Edge

The goodwill shown by fans towards Alastair Cook will evaporate rapidly if India win the series
The children were playing in the street with toy guns. The air strikes were tragically real

The air strikes were tragically real

The children were playing in the street with toy guns
Boozy, ignorant, intolerant, but very polite – The British, as others see us

Britain as others see us

Boozy, ignorant, intolerant, but very polite
How did our legends really begin?

How did our legends really begin?

Applying the theory of evolution to the world's many mythologies
Watch out: Lambrusco is back on the menu

Lambrusco is back on the menu

Naff Seventies corner-shop staple is this year's Aperol Spritz