When the ASA aren't the right people to complain to

Sometimes we can't help because the codes we apply do not cover the type of advertisement or problem complained about.  This page provides information on other organisations who can deal with those issues or who can offer advice about them.

If you are unsure who the right people to complain to are you can call us on 020 7492 2222 and we'll try to help.

Claims on websites

In general, misleading claims on companies' websites should be reported to your local trading standards department (www.tradingstandards.gov.uk) but we can investigate website owners' sales promotions, such as special offers, prize draws and competitions.  We can also investigate "third party" advertisements in space the website owner has allocated to other advertisers.

TV and radio programme sponsorship

Programme sponsorship (where the name of the programme sponsor is announced in a ‘credit’ at the beginning and end of a programme, and when breaks occur in the programme). Contact Ofcom (www.ofcom.org.uk) about these.

Racial discrimination

For advice on racial discrimination in ads and race relations law, contact the Commission for Racial Equality (www.cre.org.uk).

Sexual discrimination

For advice on sexual discrimination in ads and the law, contact the Equal Opportunities Commission (www.eoc.org.uk). 

Shop window displays

Misleading claims in shop window displays should be reported to your local trading standards department (www.tradingstandards.gov.uk). Trading standards departments do not, however, look into complaints about taste and decency, so if you find a shop window display offensive you should take it up with the shop in the first instance. You may also want to raise it with your local representatives such as a councillor or your MP.

Flyposting

Flyposting is mostly illegal and you should raise it with your local council.  You can find the contact details at http://www.direct.gov.uk/Dl1/Directories/LocalCouncils/fs/en

In-store advertising

Misleading claims on posters, shelves or till points should be reported to your local trading standards department (www.tradingstandards.gov.uk).  The ASA will look into complaints about any leaflets or brochures that can be taken away from a store.

Products, services and contractual disputes

Companies'  trading practices, contractual  matters, the quality of goods and services, claims on packaging and trade names are all dealt with by trading standards (www.tradingstandards.gov.uk).

Financial advertising

We have powers to investigate financial advertising on TV and radio, but complaints about product-related claims in non-broadcast ads for mortgages, general insurance, investments, pensions, cash savings and bank accounts are dealt with by the Financial Services Authority (www.fsa.gov.uk) See, however, the information on credit advertising below.

Credit advertising

We have powers to investigate financial advertising on TV and radio,  but complaints about product-related claims in non-broadcast ads for credit products such as credit cards, store cards, personal loans and secured loans should be made to your local trading standards department (www.tradingstandards.gov.uk). 

Editorial content

Contact the Press Complaints Commission about the editorial content of newspapers and magazines (www.pcc.org.uk).  Contact Ofcom (www.ofcom.org.uk) about the editorial content of commercial TV and radio; contact the BBC (www.bbc.co.uk) about the editorial content of BBC programmes.

Phone-paid services

PhonepayPlus is the organisation that regulates phone-paid services in the UK - the services and goods that can be bought by charging the cost to a mobile phone bill and pre-pay accounts.  These include helplines, competitions, downloads, TV voting, news alerts, charitable donations and interactive games. (www.phonepayplus.org.uk).

Data protection and freedom of information

The ASA can look into complaints about the use of personal data for marketing by mail, fax and some e-mail as well as the content of advertising that uses those media.  Data protection and freedom of information legislation are enforced by the Information Commissioner's Office (www.ico.gov.uk)

Too much direct mail, telemarketing calls and fax marketing

To reduce the amount of direct mail you receive contact the Mailing Preference Service.  You may also be able to register with the TPS and FPS to reduce the amount of telemarketing calls and marketing faxes you receive. (www.mpsonline.org.uk).

Advertisements for medicines

The ASA can investigate complaints about much medicines advertising.  However, if we aren't able to deal with a particular problem we may refer you to the MHRA. Contact them at www.mhra.gov.uk.

Political advertising

All complaints of political bias in TV or radio advertising should be made to Ofcom (www.ofcom.org.uk).  Nor can we investigate complaints about non-broadcast ads, where where the purpose of the ad is to persuade voters in a local or general election or referendum.  Contact the Electoral Commission for more information (www.electoralcommission.org.uk).