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Nuisance call firm linked to web of call centre woes

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Ammanford call centre boss: Richard Jones

A WEST WALES based company has been fined for making nuisance calls just a week after another was punished for the same offence. This has taken place as a Herald investigation has revealed that many companies working in the telesales industry in west Wales are connected by common directors or shareholders.

Miss-sold Products UK​ ​had a call centre in Ammanford where they employed up to 15 call centre agents. Those agents made 75 million nuisance calls in just four months – between November 2015 and March 2016 – most of which were from an automated dialler.

Now the company, which had its registered office in a terraced house in Milford Haven at the time, has been fined £350,000 by the Information Commissioner’s Office (ICO). That is a registered address shared by several other call centre type companies.

Last week Port Talbot-based Barrington Claims Ltd was also fined – this time £250,000 – after making more than 15 million automated PPI calls, between February and May 2016. That company, which is not connected to Miss-Sold, had failed to ensure automated marketing calls were sent to individuals who had consented to receive marketing.

Miss-Sold Products UK Ltd was a Payment Protection Insurance reclaims specialist. Charging customers they sold to an upfront fee, promising they would get more back later once their PPI claims would be settled. The company had previously been known as Penguin Claims Limited until November 2015.

The current director of the company is listed as Douglas Andrew Albury. His address is given as 83 Dulcie Street, Manchester. However a quick check found that this was as copy shop offering mail redirection services. Albury over recent years has been linked to over 37 limited companies. They include several other call centre based business still trading in Ammanford and Carmarthen – his contact address differs depending on which company his is connected with – but his date of birth and middle name show it is the same man. Companies House shows he also has a west Wales address in Neath.

Companies he controls include Your Money Rights Ltd​,​ which is currently trading, and another​,​ Business Advice Bureau UK Ltd​,​ was struck off the register at Companies House as recently as Wednesday (Jan 17).

MILLIONS IN DEPOSITS LOST

Other now dissolved firms that he has been involved with in locally include Scarlet Protect Limited – a reincarnation of a Carmarthenshire based PPI firm which ripped the general public off for millions of pounds.

Albury was also a director of its forerunner, Scarlet Marketing Services Limited – again a PPI reclaim firm – which employed, according to a former member of staff, around 60 call centre staff in offices at King Street Carmarthen. That company was put into voluntary liquidation on December 8, 2016​,​ with almost £5.7m of debts​,​ including over £70k in unpaid fines, £88k owing to HMRC and over £5,000,000 in deposits owing to members of the public.

Your Money Rights Ltd – also known as U Legal – is another firm he was listed as a director of. That firm is still trading

Miss-sold Products UK Ltd made its latest, mostly automated​,​ marketing calls between November 16, 2015, and March 7, 2016. The calls contained recorded messages, primarily promoting PPI compensation claims, but the company did not have the recipients’ consent for making marketing calls, which is against the law.

It also broke the law, the ICO ruled, by failing to identify the organisation making the calls, while it used so-called ‘added value’ numbers that generate revenue when an individual calls the number, which is then apportioned and passed to associated companies and the network carrier.

OVER 100 COMPLAINTS

The ICO received 146 complaints from the public about Miss-sold Products. Some people were called on multiple occasions. Others said they were unable to opt out of receiving the calls. Some expressed further distress as they were concerned that calls late at night may have been from family members or those to whom they provided care.

Albury as director of Miss-sold – which had its registered office at 10A North Road, Milford Haven before it was moved in 2017 to Darlington, County Durham – had applied to strike the firm off the Companies House register but the ICO has blocked the move pending enforcement action.

10A North Road is not an official address, but number 10 is owned by local businessman Adrian Jenkins who was also an officer of the now defunct Business Advice Bureau UK Ltd

A further company of which Albury was a director recently moved its registered office from that Darlington address to the Dulcie Street address in Manchester. Another key player in Miss-Sold was Richard Jones – he has resigned his directorship but is still actively involved in other call centre related businesses in Carmarthenshire.

This is to allow all options to be considered for recovery of the penalty, and for the actions of the director in running the company to be fully scrutinised.

ICO Enforcement Group Manager Andy Curry said: “This company blatantly ignored the laws on telephone marketing, making a huge volume of intrusive calls over a short period of time and without any apparent attempt to ensure they had the consent of the people they were harassing.

“The ICO will come down hard on rogue operators who want to treat the law and the UK public with contempt. We hope the Government will bring forward plans to introduce personal liability for directors as a matter of urgency, to stop them from escaping punishment after profiting from nuisance calls and texts.

“In the absence of a change in the law, the ICO will continue to face challenges in the recovery of penalties, and rogue directors will think they can get away with causing nuisance to members of the public.”

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Search efforts continue for missing teenager Luke Stephenson

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THE family of missing teenager Luke Stephenson have issued a heartfelt plea to the public to aid in the search for their son.

Luke, 19, was reported missing on April 13 after last being seen near Pembrokeshire’s Hobbs Point. Despite the multi-agency search operation being called off on April 19, efforts by police divers and helicopter searches have continued around the Cleddau sporadically.

The teenager’s disappearance triggered a huge emergency services, involving local police, the National Police Air Service, and coastguard teams.

Luke was last noted wearing a distinctive long grey coat, black trousers with a white stripe, and black trainers, also with a white stripe. The family have this week circulated a new photograph of the grey coat to assist in identification efforts.

While the formal search has been scaled back, the police remain committed to following up on any leads. “Whilst this is an extremely difficult decision to make, we are satisfied that we have done absolutely everything we possibly can to try and locate Luke,” a police spokesperson stated. Periodic searches have since been conducted around the area he was last seen, based on ongoing reports and sightings.

Luke’s family continues to hold on to hope, describing him as jovial, kind, and humorous—”a typical 19-year-old lad.” Beth Parker, a family friend, has been particularly active in rallying support from the community. “Calling all dog walkers, fishermen, and anyone able to help,” she posted on social media, encouraging those who frequent the coast to remain vigilant and report any potential clues.

The family has also requested the public to check personal CCTV and doorbell footage, especially from the night of Luke’s disappearance. This initiative aims to gather more information about his movements or possible whereabouts after he was last seen.

Several reported sightings, including a potential sighting of a person in the water near Valero and subsequent alerts, have unfortunately not led to any substantial findings.

Authorities urge anyone with information, no matter how minor it may seem, to come forward. Contact can be made via the Dyfed-Powys Police’s dedicated online portal, email, or phone line. There is also a provision for those who are deaf, hard of hearing, or speech impaired to text the non-emergency number.

The police said to The Pembrokeshire Herald on Tuesday (Apr 30): “While the multi-agency search for Luke was concluded on the April 19, periodic searches of the area around Hobbs Point and the river have been completed by the National Police Air Service and the force Dog section over the last week. Further enquires or searches will be led by any information received.

Anyone who has any information is asked to contact police , either online at https://bit.ly/DPP101Online, by emailing [email protected], or by calling 101. If you are deaf, hard of hearing or speech impaired text the non-emergency number on 07811 311 908.”

As the search enters another week without resolution, the community and authorities alike hold onto hope, spurred by the family’s resilience and the continued efforts of search teams.

The focus remains finding Luke, a much-loved young man whose absence has left a void in the community.

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Family allowed to stay living at ‘Love Shack’ near Narberth

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A FAMILY can stay in their Pembrokeshire ‘Love Shack’ built without permission after being given the go-ahead by county planners.

Estelle Burton and family had applied for a certificate of lawfulness for her daughter, son-in-law and their three children to stay at The Love Shack, Middle Redford Farm, Princess Gate, near Narberth; the family having lived on site for many years.

An application for a certificate of lawfulness allows applicant to stay at a development if they can provide proof of occupancy over a prolonged period, normally in excess of four years.

A supporting statement by agent Hayston Developments & Planning Ltd says: “The land in the client ownership totals circa 20 acres and includes a farmhouse to the north (where Mr and Mrs Burton live), several farm sheds, outbuildings and the [application], which is lived independently by Mr and Mrs Dean and Kimberley Bethel and their three children. The farmhouse only has four bedrooms and as such there is no room for any other family members.”

It adds: “The purpose of this application is to establish the fact that an adapted four-bedroom dwelling structure which is fixed to the ground has been the permanent home of Mr and Mrs Bethel for a period in excess of four years prior the date of this submission. If that is the case, the dwelling would remain immune from enforcement action.”

The statement provides witness statements and letters setting out a timeline of occupancy “and the various incremental works which had been made to the lodge to effectively create a fixed structure and permanent dwelling on the site”.

“The overall aim of the works were to make it more structurally stable, particularly during poor and windy weather, and to provide a warmer internal living environment with the existing log burner plus the addition of full cladding. And furthermore, the addition of more internal space through the installation of the two extensions.”

It lists a timeline of works going back as far as 2006 with a wooden chalet, with the later static mobile home, known as the ‘Love Shack’ on site in 2018, being used for day-to-day living, followed by works including satellite TV and phone connection, a second chalet adjoining, and two extensions.

An officer report recommended the certificate of lawfulness be granted on the basis it had “been on the site and occupied as an independent dwellinghouse for a period of time in excess of four years or more preceding the date of the application for this certificate”.

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Community pub hopes for closed Pembrokeshire inn dashed

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HOPES a closed south Pembrokeshire inn could become the latest community pub in the county have been dashed after a lack of funds were raised; the owner now planning to turn it into two homes.

Earlier this year, The Parsonage Inn, St Florence closed its doors to the public, and a public meeting – at the behest of St Florence Community Council – was held in early February with hopes it could be run as a community venture.

Western Telegraph: The Parsonage Inn, St Florence. Picture: Google Street View.
In the last 20 years has seen eight tenants, with the closure coming about “due to the prolonged and sustained pressures faced to both the economy though the cost-of-living crisis with less trade, along with increases in utility, food and alcohol bills, as well as increases in business rates, minimum wage increases and further legislation on waste disposal”.

Local county councillor Rhys Jordan, who supported the meeting, said there was a strong desire to see The Parsonage Inn reopen its doors, but there was a need to temper enthusiasm with realism.

Western Telegraph: The packed meeting to discuss The Parsonage Inn, St Florence.
However, hopes the Parsonage would become a community pub have come to no avail, as just three per cent of the funds needed were raised.

Owner Daniel Scriven is now hoping, in a recently submitted application, to turn the pub into two homes.

Referring to the hopes The Parsonage could become a community pub, an application before Pembrokeshire planners says: “Following its closure in January 2024 a community meeting was held on February 5 in the village hall to discuss its future, during the meeting the challenges facing the hospitality industry were discussed and the community reviewed raising funds to take the Parsonage Inn into community ownership.

“Regrettably we understand following the meeting it has become evident that only three per cent fundraising of the asking price has been raised and no offer or approach to the applicant/owner has been made by the community to the owner to put forward a viable proposal, it would therefore appear unviable.

“Following its closure in January 2024, in March 2024 the final tenant along with some members of the community have opened a small community social club in the village hall during evenings on a more ad-hoc basis which would appear more reflective in scale and usage to the community it serves, alongside The [nearby] Sun Inn.”

The application will be decided by county planners at a later date.

Community pubs have become something of a Pembrokeshire story, with the Tafarn Sinc, Rosebush becoming community-owned after a huge fund-raising effort that attracted worldwide interest – including support from Hollywood star Rhys Ifans.

Other community pubs include The Cross Inn, Hayscastle, and the Tafarn Crymych Arms, Crymych, where volunteers raised more than £200,000 to buy the pub.

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