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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

Curiosity kitchen to close doors as owner takes a ‘heartfelt pause’

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PEMBROKESHIRE’S beloved Curiosity Kitchen is set to close at the end of March, as owner Beverley Newman makes the difficult decision to step back from the business.

In an emotional statement, Newman expressed gratitude to her loyal customers, many of whom have described her venture as a hidden gem.

“I’ve always said that my best days were those spent with my most positive, supportive customers—the people who made this journey worthwhile,” she wrote. “Time and time again, I’ve been told that there’s nothing like my place in Pembrokeshire, that it belongs somewhere like Cardiff or even London.”

However, despite the admiration for her work, she acknowledged that keeping the business going was no longer sustainable.

“To continue would mean treating this as a passion project rather than a viable business,” she explained. “With bills to pay and my own future to consider, I have to make the difficult but necessary decision to step back—for now.”

Newman, who has run Curiosity Kitchen with a focus on creative, high-quality bakes, reassured customers that this was not a farewell, but rather a “strategic pause.” She expressed a desire to travel and gain fresh inspiration before potentially returning with new ideas and a different venture in the future.

“This isn’t failure. It’s simply a detour,” she said.

The announcement has prompted an outpouring of support from customers saddened by the closure but eager to see what the future holds for Newman.

In response to messages from well-wishers, she hinted that her distinctive flavours could soon be available at another Pembrokeshire venue.

Curiosity Kitchen is expected to close by the end of March.

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Business

Karen Wood bids farewell to Dragon LNG after 15 years of community impact

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AFTER more than 15 years at Dragon LNG, Karen Wood, the company’s External Relations and Social Performance Manager, is leaving her role, marking the end of an era in the company’s extensive community engagement efforts. Her departure, effective today (Feb 28), concludes a journey that began in September 2009, during which she played a key role in fostering corporate social responsibility initiatives across Pembrokeshire.

Reflecting on her time at Dragon LNG, Karen highlighted the overwhelming support she has received from colleagues, educators, policymakers, and community leaders, describing it as “incredibly humbling.” She expressed gratitude for the collaborations and friendships built over the years and shared a special memory that encapsulated the impact of her work.

Emily’s story: A legacy of opportunity

School staff, governors, staff from Pembrokeshire County Council and Darwin Experience board members back in 2020.

One of Karen’s proudest achievements is the Dragon Darwin Experience, an initiative aimed at inspiring and educating young people in Pembrokeshire. Among the many success stories from the programme, she recalled Emily’s Story, a tale that continues to resonate within the community.

The Dragon LNG Darwin Centre Experience: Providing free field trips and hands-on activities to engage pupils

Emily was the first girl to take part in the Dragon Darwin Experience workshop in 2005, held at Pembrokeshire College under the leadership of then-principal Glyn Jones. Years later, in 2017, Karen commissioned Emily’s Story to support Dragon LNG’s application for the prestigious UBS UK Award for Education at the UK Business in the Community Responsible Business Awards. Competing against corporate giants such as British Land Rover, Greggs, Toyota UK, RBS, Hogan Lovells, and Amazon UK & Ireland, Dragon LNG made it to the final round, facing a grilling from an eight-person panel that included representatives from UBS, Goldman Sachs, Rothschild & Co, and Amazon UK.

Dragon LNG was working with 76 local schools when it won an award in 2017

On July 4, 2017, at the Royal Albert Hall, Dragon LNG achieved a milestone moment—winning the award, becoming the only Welsh company to do so that year. While Emily was unable to attend the ceremony due to volunteering overseas, her journey exemplified the long-lasting impact of the programme. The award recognised Dragon LNG as a leader in corporate responsibility, demonstrating how business can drive positive social change.

“Your organisation is a powerful example of the difference business can make to address some of society’s biggest issues,” read a congratulatory message from Business in the Community.

Karen also revealed that an update to Emily’s Story was commissioned last year to celebrate the 20th anniversary of the Dragon Darwin Experience, ensuring the legacy continues to inspire future generations.

Huge impact: Karen Wood has driven Dragon’s engagement with the community

Closing a chapter, looking ahead

As Karen bids farewell to Dragon LNG, she leaves behind a strong legacy of educational and community engagement initiatives that have touched countless lives. While this chapter in her career closes, she remains optimistic about the future and looks forward to seeing the ongoing positive impact of the programmes she helped establish.

“While this particular book is closing, I know the stories, lasting friendships, and connections we’ve built will endure far beyond my final day. I hope our paths will cross again, and I’ll be cheering you on as you continue to achieve great things,” Karen said in her farewell message.

Her departure signals a new phase for Dragon LNG and its community programmes, raising questions about what comes next for the company’s engagement initiatives. However, one thing remains clear—Karen’s contributions have left an indelible mark on Pembrokeshire, ensuring that the seeds of opportunity she helped plant will continue to grow for years to come.

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Business

Businesses urged to enter Wales Business Awards as deadline looms

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BUSINESSES across Pembrokeshire and Carmarthenshire are being encouraged by Chambers Wales South East, South West and Mid to submit their entries for the highly anticipated Wales Business Awards 2025 as the deadline approaches.

The Wales Business Awards celebrate the best of business in Wales and local firms now have just one week to go until the entry deadline (Friday 7 March).

The awards are free to enter for both Chamber members and non-members and entries can be submitted by completing an online application form.

Gus Williams, interim CEO of Chambers Wales South East, South West and Mid, said: “The Wales Business Awards annually showcase the incredible work and achievements of the Welsh business community and 2025 is set to be another fantastic year!

“The only thing stopping the possibility of your business winning is not entering. There are so many successful businesses in Carmarthenshire who could have the chance to walk away with one of our prestigious accolades and we strongly encourage them to enter before it’s too late.”

There are 12 revamped categories for businesses to enter this year, including: Apprenticeship Scheme of the Year; Customer Excellence Award; Digital Business Award; Emerging Exporter of the Year; Equity and Inclusion Award; Global Business of the Year; Green Business Award; Innovation Award; Manufacturer of the Year; Outstanding Workplace Culture Award; Professional Services Firm of the Year; and SME Exporter of the Year.

The Chamber will also present ‘Wales Business of the Year’ at the ceremony on 12 June at Mercure Cardiff Holland House, which sees broadcaster Andrea Byrne return as host.

Entries can be submitted at https://cw-seswm.com/events/wales-business-awards-2025/ on or before Friday 7 March.

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