How to make a complaint
Do you have a complaint about behavioural advertising?
If you have a complaint about behavioural advertising, there are several simple steps you need to take for us to help resolve the matter.
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Step One |
Below is a simple check-list to follow which may help address your query or complaint:
- Does your complaint relate to the content of an advertisement? If so please visit the regulator for advertising content, the Advertising Standards Authority
- Is the complaint about financial advertising (eg mortgage products, general insurance or savings/bank accounts)? If so please visit the Financial Services Authority.
- Do you want to opt-out of behavioural advertising? If so, please visit our opt out page.
- Are you having trouble opting-out of behavioural advertising using the links on this website? If so please visit our opt out help page.
- Are you still receiving behavioural advertising after having already opted out? If so please visit our FAQs.
- Do you have a query about the privacy settings in your web browser? If so please visit our Top Five Tips page.
- Do you have a general query or concern about behavioural advertising and would like to know more? If so please visit our FAQs.
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Step Two |
If the above check-list does not answer your query and you still wish to complain, please select which company you would like to send a complaint to below:
24/7 Real Media |
make a complaint |
Adconion Media Group |
make a complaint |
AOL/AOL Advertising |
make a complaint |
Audience Science |
make a complaint |
Blinkx |
make a complaint |
Crimtan |
make a complaint |
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make a complaint |
Microsoft Media Network/MSN |
make a complaint |
Specific Media |
make a complaint |
ValueClick Media |
make a complaint |
Yahoo!/Yahoo! Network |
make a complaint |
Don’t Know |
make a complaint |
We will assess your complaint as quickly as possible to see whether or not it relates to behavioural advertising and our Good Practice Principles. If it is not related to these, we’ll direct you to the relevant authority.
If you have already complained to one of the companies that has signed up to the Good Practice Principles and your issue has not been addressed to your satisfaction please go to Step Four.
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Step Three |
If you have submitted your complaint via the ‘don’t know’ option and your complaint is valid, we’ll direct it to the relevant company to resolve. That company has 20 working days (from the day we send them your complaint) to address the matter.
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Step Four |
If your complaint is not addressed by the company in question in the above timeframe, you have the right to refer the matter to an industry board. At this point we may need to ask you for further information which will need to be submitted within 10 working days.
The board will review your complaint and come to a decision. If it upholds your complaint, the company in question will need to submit a plan to the board as how it will address the matter. It will then have three months to put the matter right. If it does not, the board will treat the matter as a breach of the Good Practice Principles and certain sanctions will apply, including the possible publication of the upheld complaint. You will be informed of the outcome in either case.
