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Business

Two firms, one in Wales, fined £340k for aggressive marketing calls

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THE Information Commissioner’s Office (ICO) has fined Cardiff-based Outsource Strategies Ltd (OSL) £240,000 and London-based Dr Telemarketing Ltd (DRT) £100,000 after the companies made a total of almost 1.43 million calls to people on the UK’s “do not call” register, the Telephone Preference Service (TPS).

The calls, all made between 11 February 2021 and 22 March 2022, resulted in 76 complaints to the ICO and the TPS. People who complained said the callers were aggressive and used high-pressure sales tactics to persuade them to sign up for products. The ICO investigation also found evidence that both companies were specifically targeting elderly and vulnerable people.

Andy Curry, ICO Head of Investigations, said: “All the people targeted by these nuisance calls should not have been called in the first place. They had all taken action to protect themselves by registering with the UK’s “do not call” register.

“It is unacceptable they were repeatedly interrupted and subjected to aggressive and unpleasant marketing, particularly as some of the victims told us they were people with vulnerabilities. I would like to thank those who took the time to report to us, as this helped our investigation to bring these two companies to account.

“All companies engaging in direct marketing should take note. If you flout the law, you can expect the ICO to use the full force of its regulatory powers against you.

“And, as in this case, it doesn’t matter how complicated the network of companies and individuals are, we will work through the evidence to find and take action against the perpetrators of these unlawful calls to protect the public.”

Details of the unwanted calls: “My husband took the call. He has communication difficulties – he is vulnerable and doesn’t understand not to answer the telephone. I suspect he has been sold stuff by these companies in the past. For health reasons, I need to stop them ringing …”

“We’ve requested numerous times to be taken off the list but to no avail. The telephone number today is one of several different numbers that they use. This has now become harassment of two senior citizens.”

“Tried to get me to join the Irish lottery and probably wanted my bank details. It made me annoyed and … anxious. I’m getting sick up to the back teeth of these types of calls. I even get them on my UNLISTED [sic] number.”

“… He had all my personal details which he said he had got from [redacted] … He was trying to persuade me to buy cut-price lottery tickets for the Irish Lottery … I said I would not give any card details over the phone as I had no way of checking where he was calling from. I asked him to send me an email so I could carry out due diligence on this offer and the company. He said he could not do that unless I bought the tickets first. I was not prepared to do this and so ended the call. When I checked the number, Google seemed to suggest this number is associated with a scam company. I was concerned because [redacted] … target older people who could get confused and be talked into something like this more easily.”

Details of each fine

Outsource Strategies Ltd, based in Cardiff, made 1,346,503 unwanted marketing calls between 11 February 2021 and 22 March 2022 to numbers registered with the TPS. The ICO received 74 complaints from people variously saying they received repeated calls despite requests to stop and that the callers were aggressive.

During the investigation, OSL blamed TPS screening responsibility on its contracted partners and stated it also had internal systems in place to ensure this did not happen. The ICO found this to be incorrect, as 141,914 calls were still made to people marked as “do not call” on its own systems.

The investigation also uncovered that OSL Directors were involved with a separate company previously fined by the ICO. OSL has also been issued with an enforcement notice. OSL has appealed the monetary penalty notice and the enforcement notice.

Dr Telemarketing Ltd, based in London, made 80,240 unwanted marketing calls between 11 February 2021 and 22 March 2022 to numbers registered with the TPS. A total of two complaints were received. The highly exploitative unwanted calls were all made regarding Lotto Express and were targeted at vulnerable people to maximise profit.

During the investigation, the ICO uncovered what appeared to be a network of five people and eight companies all involved in deliberately making the unwanted calls. DRT argued opt-in details were supplied by its business partner and screening was provided by another company. The ICO found there was no mechanism in place to identify and mitigate against making unwanted calls and that screening was not contracted to cover all the data providers involved.

Despite repeated attempts to communicate with the company, DRT stopped engaging with the ICO during the investigation and failed to provide a satisfactory explanation for the Lotto Express calls. DRT has also been issued with an enforcement notice. DRT has not paid the fine or appealed the notice therefore the ICO is commencing financial recovery action.

ICO’s work to tackle nuisance communications 

The ICO enforces the Privacy and Electronic Communications Regulations 2003 (PECR), which cover the rules for organisations wishing to make direct marketing calls, texts or emails. 

The ICO’s direct marketing guidance makes it clear that organisations acquiring marketing lists from a third party must undertake rigorous checks to satisfy themselves that the personal information was obtained fairly and lawfully. Organisations must:

explain to people why they want to use their information;
tell people if they will share information with other organisations; and
make people aware of their data protection rights.
The ICO has issued more than £2.59 million in fines against companies responsible for nuisance calls, texts and emails since April 2023. Some of these investigations began with a single complaint from a member of the public. 

For more information about the ICO’s work to tackle nuisance calls, emails and texts visit ico.org.uk/nuisancecalls. 

Advice for the public 

To help you, your friends and relatives stop receiving unlawful marketing calls, texts or emails you can: 

Register landlines and mobile numbers with the Telephone Preference Service (TPS) and the Corporate Telephone Preference Service (CTPS) free of charge. The TPS and CTPS is a register used by legitimate marketing companies to identify people and businesses that have said they don’t want to receive marketing calls. Alternatively, you can tell the company directly that you do not wish to be contacted. 
Report the receipt of unsolicited marketing text messages received on your mobile to the Mobile UK’s Spam Reporting Service by forwarding the message to 7726. 
Refer concerns that you or someone you know has been the victim of fraud to Action Fraud (in England, Northern Ireland and Wales) and Police Scotland (in Scotland). You can refer wider concerns about a business’ practices to Trading Standards. Report any abandoned calls that you receive to Ofcom. 
Ask your telephone network about call blocking solutions they may be able to offer. Many of these services are provided free of charge.
Report nuisance calls, texts or emails to the ICO via our website. 

Business

Withyhedge landfill site re-opens with community visits

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WITHYHEDGE landfill site near to Haverfordwest has re-opened and has welcomed members from local community councils, county councillors, MSs and MPs, and local organisations including Spittal School, Haverfordwest Airport, and Pembrokeshire Association of Voluntary Services.

Withyhedge landfill site was closed temporarily between 15 May 2024 and 6 January 2025 to enable engineering, and infrastructure works to be completed to address odour issues.  Following a thorough investigation by the site owners and specialist geotechnical engineers, it became clear that the odour was due to the site receiving compliant waste that reacted uncharacteristically when placed in the cell. 

Site owners Resource Management UK Ltd (RML), in collaboration with landfill specialists and regulators, have implemented a series of comprehensive new measures to ensure there is no repeat of the odour event.

Currently the site is only accepting pre-qualifying materials from Dauson Environmental, but it is expected that the site will recommence the acceptance of third-party wastes later in the year should they meet the waste acceptance criteria.

RML Director David Neal said:  “Since the issues experienced last year, we have invested over £10 million at the site.

“This has included major improvements to the site gas management including the installation of an additional gas network, additional flares and enhanced monitoring and recording instrumentation.  In addition, we have reviewed and revised our waste acceptance and waste testing procedures to the satisfaction of the Regulator and to provide confidence and reassurance to the local communities that the chances of any reoccurrence of odour have been minimised as far as possible.

“In direct response to concerns raised by the local community, we have committed to funding an additional 12 months of static air quality monitoring at Spittal School. This monitoring, along with the air quality sensors around the perimeter of the Withyhedge site and those within the surrounding community, will enable RML and other stakeholders to effectively monitor and assess odours within the community.”

Mr Neal added “I would like to thank the local community for their understanding through this challenging time; we are a part of the community, and we want to continue to be a good neighbour.  We will continue with regular updates and more site visits later this year.”

Since the Withyhedge landfill site re-opened on 6 January 2025, NRW, has conducted several compliance visits and have undertaken inspections looking at incoming waste, on site processes and the effectiveness of the revised procedures implemented by RML. 

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Business

Business growth grant applications now open

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A NEW round of business grant funding has been launched to boost Pembrokeshire enterprises and help them grow and prosper.

UK Government Shared Prosperity Fund grants are now open and invite applications from the county’s entrepreneurs and companies.

Managed by Pembrokeshire County Council’s Business Development Team, the fund aims to foster a successful enterprising and entrepreneurial culture within the local economy.

Business Growth Grants of £1,000 to £32,500, Start Up Grants of £500 to £10,000, and Carbon Reduction Grants of £1,000 to £17,500 are open for applications.

The grants will be a contribution towards a business’ proposed scheme, with the applicant sourcing match funding of a minimum of 50% of the total sum from elsewhere.

Peter Lord, Business Support Team Principle Development Officer, said: “We have a diverse range of enterprises in the county which we are keen to support. These grants offer a welcome boost to help businesses grow and are part of our ongoing commitment to supporting economic development.

“The aim of the grant intervention is to strengthen local entrepreneurial ecosystems and support businesses at all stages of their development to start, sustain, grow, and innovate.”

The Pembrokeshire Business Growth Grant supports local businesses and inward investors to grow, prosper and be sustainable, creating and safeguarding jobs and therefore improving the local economy.

The Business Start Up Fund aims to support the creation of new enterprises, while the Carbon Reduction Fund provides capital support to businesses towards the purchase of renewable energy systems.

A new Micro Grant will launch in June, further details to be announced.

Grants will be open for applications until September 2025 or until the fund is fully allocated.

For more information, and to find out more about business support offered by the team, visit: Advice and support for your business – Pembrokeshire County Council

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Business

Cosheston Garden Centre seeking permission to expand

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A PARTLY-retrospective application to upgrade a garden centre on the main road to Pembroke Dock has been submitted to Pembrokeshire planners.

In the application, submitted through agent Hayston Developments & Planning Ltd, Mr and Mrs Wainwright seek permission for upgrade of a garden centre with a relocated garden centre sales area, additional parking and the creation of ornamental pond and wildlife enhancement area (partly in retrospect) at Cosheston Garden Centre, Slade Cross, Cosheston.

The application is a resubmission of a previously refused scheme, with the retrospective aspects of the works starting in late 2023.

The site has a long planning history and started life as a market garden and turkey farm in the 1980s and then a number of applications for new development.

A supporting statement says the previously-refused application included setting aside a significant part of the proposed new building for general retail sales as a linked farm shop and local food store/deli in addition to a coffee bar.

It was refused on the grounds of “the proposal was deemed to be contrary to retail policies and the likely impact of that use on the vitality and viability of nearby centres,” the statement says, adding: “Secondly, in noting that vehicular access was off the A 477 (T) the Welsh Government raised an objection on the grounds that insufficient transport information had been submitted in respect of traffic generation and highway safety.”

It says the new scheme seeks to address those issues; the development largely the same with the proposed new garden centre building is now only proposed to accommodate a relocated garden centre display sales area rather than a new retail sales area with other goods, but retaining a small ancillary coffee bar area.

“Additional information, in the form of an independent and comprehensive Transport Statement, has now been submitted to address the objection raised by the Welsh Government in respect of highway safety,” the statement says.

It concedes: “It is acknowledged that both the creation of the ornamental pond and ‘overspill’ parking area do not have the benefit of planning permission and therefore these aspects of the application are ‘in retrospect’ and seeks their retention.”

It finishes: “Essentially, this proposal seeks to upgrade existing facilities and offer to the general public. It includes the ‘relocation’ of a previously existing retail display area which had been ‘lost’ to the ornamental pond/amenity area and to provide this use within the proposed new building and moves away from the previously proposed ‘farm shop’ idea which we thought had merit. This revised proposal therefore involves an ‘upgrading’ rather than an ‘expansion’ of the existing Garden Centre use.”

The proposals will be considered by county planners at a later date.

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