11th May 2017
Keurboom Communication, a cold-calling firm, has been fined £400,000 by the Information Commissioner’s Office (ICO) after it was found to have made nearly 100 million nuisance calls.
The company made calls to people, sometimes at night, over an 18-month period, on a wide range of subjects including road traffic accidents and PPI compensation.
Some people received repeat calls, sometimes on the same day and during unsociable hours. The business also hid its identity, making it harder for people to file complaints.
Steve Eckersley, Head of Enforcement at the ICO, said: ”Keurboom showed scant regard for the rules, causing upset and distress to people unfortunate enough to be on the receiving end of one its 100 million calls.
“The unprecedented scale of its campaign and Keurboom’s failure to co-operate with our investigation has resulted in the largest fine issued by the Information Commissioner for nuisance calls.”
Fines for firms making nuisance calls were announced in October 2016 before being rolled out this spring.
And while the fines were introduced to curb nuisance calls, they are also a timely reminder for more scrupulous firms to protect the data they hold on their customers, and to avoid unnecessary contact with them.
“Customers are wary about the future, especially in terms of their economic, physical and cyber security,” warns Jo Causon, CEO of The Institute of Customer Service, in last year’s Customer of the Future report.
“Many customers are concerned about how organisations collect and use personal information.”
The report found that by 2025, “customers will have a heightened awareness of the value of their personal data. They will only offer it to organisations they trust.
“There will be a greater requirement for organisations to demonstrate openness and transparency about how they store, manipulate and keep secure, customer data.”