What is mis-selling?

Call centreCompanies use a variety of sales and marketing activities to gain customers, the majority of which are carried out responsibly.

However, some businesses attempt to gain customers through dishonest activities such as mis-selling.

Mis-selling covers a range of sales and marketing activities including:

  • the omission of relevant or the provision of false and/or misleading information (for example about tariffs, savings or promising offers which do not materialise);
  • applying unacceptable pressure to change providers, such as using intimidating behaviour or refusing to leave until the customer signs a new contract;
  • and slamming, an extreme form of mis-selling, where customers find themselves with a service from a new company without their knowledge and consent.

Forms of slamming can include, passing off (i.e. where representatives claim to represent a different company), customers being told they are merely signing up for information rather than entering into a new contract, or the forging of customers’ signatures on contracts without the customer being aware.

How you can help us tackle mis-selling

Consumers continue to play a vital role in helping us tackle mis-selling.

Although we can’t investigate individual cases, your complaints can lead to us launching investigations and ultimately to us taking action.

By working with us to tackle slamming, you can help bring about much wider benefits for millions of consumers and ensure that others don’t fall victim to this problem.

I have been mis-sold a service and want to complain to Ofcom