The reporting process and what information to include when filing complaints about unwanted calls and messages
In the UK, two main regulatory bodies handle complaints about nuisance calls and messages: Ofcom (the Office of Communications) and the ICO (Information Commissioner's Office). Each organization has specific responsibilities and powers:
Regulates communications services including:
Ofcom can fine companies up to 10% of relevant turnover for persistent misuse of networks.
Enforces data protection and privacy laws including:
The ICO can issue fines up to £17.5 million or 4% of global turnover for serious violations.
Why Reporting Matters:
This guide will walk you through the process of reporting nuisance calls to both organizations, explain what information you should include in your complaints, and outline what happens after you've made a report.
Knowing which regulator to contact depends on the type of nuisance call or message you've received. Here's a quick guide to help you determine where to direct your complaint:
| Type of Call/Message | Report To | Examples |
|---|---|---|
| Live marketing calls (human caller) | ICO | PPI claims, energy switching, insurance offers |
| Automated marketing calls | ICO | Pre-recorded marketing messages, automated calls with no human agent |
| Marketing text messages | ICO | SMS marketing, promotional offers via text |
| Silent or abandoned calls | Ofcom | Call with silence when answered, or call that disconnects when you answer |
| Caller ID spoofing | Ofcom | Calls displaying a fake number or impersonating an organization |
| Scam calls | Action Fraud & ICO | Calls attempting to steal money or personal information |
| Calls from overseas | ICO & Ofcom | International marketing calls or scams |
When to Report to Both:
For complex cases, it's sometimes appropriate to report to both Ofcom and the ICO. For example, if you receive silent calls that also appear to be for marketing purposes, or if you're experiencing various types of nuisance calls from what appears to be the same source.
It's worth noting that while Ofcom and the ICO typically don't investigate individual complaints, they use the data from all reports to identify patterns and target enforcement actions at the worst offenders.
The Information Commissioner's Office (ICO) handles complaints about unsolicited marketing calls, texts, emails, and recorded messages. Here's how to report these nuisances:
Before making your report, try to collect as much of the following information as possible:
Note: Don't worry if you don't have all of this information—report with whatever details you have available.
The ICO offers several ways to report nuisance marketing:
The online form is divided into several sections. Here's what to expect:
After submitting your report:
The ICO publishes quarterly reports on their enforcement actions against nuisance marketers on their website.
Ofcom handles complaints about silent calls, abandoned calls, and the misuse of telecommunication networks. Here's how to report these issues:
Before contacting Ofcom, try to collect:
Ofcom provides several ways to report nuisance calls:
Write to:
Ofcom
PO Box 1285
Warrington
WA1 9GL
The online complaint form will ask for:
Be as specific as possible, especially about dates, times, and frequencies of calls. This helps Ofcom identify patterns.
After submitting your complaint:
Ofcom publishes regular reports on nuisance calls and their enforcement actions on their website.
While one report may not trigger an investigation, here are strategies to increase the effectiveness of your complaints:
Register with the TPS
Ensure your number is registered with the Telephone Preference Service (TPS). This makes it illegal for companies to cold call you without your consent, strengthening your complaint if they do.
Be persistent with repeat offenders
If you receive multiple calls from the same source, report each occurrence. This helps regulators establish patterns and build stronger cases.
Use call screening apps
Apps like TrueCaller, Hiya, or network-provided call screening can help identify potential nuisance callers before you answer.
Encourage others to report
If you know others receiving the same nuisance calls, encourage them to report too. Multiple reports about the same company have greater impact.
Important Note:
Never provide personal or financial information to unknown callers, even if you plan to report them. Legitimate organizations like the ICO and Ofcom will never call you to ask for sensitive information or payment.
Beyond Ofcom and the ICO, these additional reporting channels may be appropriate depending on the nature of the calls you receive:
For calls that are attempting to defraud you or steal personal information:
Most major UK phone providers have dedicated nuisance call teams:
For calls related to specific industries:
If you know which company is calling:
Under the GDPR, companies must respond to formal requests about your data within one calendar month.
Generally, the ICO and Ofcom don't investigate individual complaints. Instead, they collect data from all complaints to identify patterns and target enforcement against the worst offenders. Your complaint is still valuable as it contributes to this data and helps build the case against persistent nuisance callers.
There's no set number of complaints needed to trigger enforcement action. Regulators consider various factors including the volume of complaints, severity of the breaches, vulnerability of those targeted, and the company's compliance history. However, the more complaints received about a particular company, the more likely it is to face scrutiny.
You can still report nuisance calls even if you don't know who's making them. Provide whatever information you do have—the phone number, time of call, and nature of the call. Regulators can often identify companies from their calling patterns even with limited information. For silent calls in particular, the calling number can still be useful to Ofcom.
It's recommended to keep records of nuisance calls for at least three months. This can be helpful if the calls continue and you need to demonstrate a pattern of harassment. A simple log with dates, times, and details of calls is sufficient. For text messages, take screenshots before deleting them.
This is challenging but possible. While UK regulators have limited direct jurisdiction over overseas companies, they can work with international partners, telecommunications providers, and gateway providers that connect international calls to UK networks. They can also block numbers associated with overseas nuisance callers. For calls from within the EU, there are cooperation mechanisms between data protection authorities.
Help our community by reporting the number to our database. Your report could help others identify and avoid potential spam calls.
Key contacts for reporting nuisance calls:
For marketing calls/texts
0303 123 1113
ico.org.uk/make-a-complaint
For silent/abandoned calls
0300 123 3333
ofcom.org.uk/complaints
Register your number
0345 070 0707
tpsonline.org.uk
For scam calls
0300 123 2040
actionfraud.police.uk
Details to include when reporting:
Person trying to sell products or services.
Report to: ICO
Pre-recorded promotional content.
Report to: ICO
Complete silence when you answer.
Report to: Ofcom
Call drops after you answer with delay.
Report to: Ofcom
Attempts to get money or personal info.
Report to: Action Fraud & ICO
Genuine research with no sales pitch.
Not generally reportable unless deceptive
Getting persistent nuisance calls or need assistance with making a complaint to regulators?
Our team can provide personalized guidance on dealing with unwanted calls and help you report them effectively.