Misleading Advertising: the website breaches the UK Advertising Code for misleadingly implying it offers an official TNT contact phone number, when it is in fact a call-forwarding service.

In July 2015 the Compliance team wrote guidance around the advertising of call-forwarding services and specifically what advertisers needed to do to comply with the Code. Essentially, call-forwarding services must make clear they provide a call-forwarding service rather than an official number for third-party services.

A page on the website is headlined “TNT Contact Number”. Text positioned at the top of the page states: “Dial the TNT contact number as listed here to speak with a TNT customer service representative”.

An 0870 number is listed and described as “TNT Contact Number”.  Consumers should be aware, however, that it is possible to contact TNT directly for free on 0800 100 600.

A small disclaimer, stating that Hidden Contact Number is a “call connection” service, appears on the right-hand side of the page (it disappears from view when browsing on a mobile) but this is not sufficiently clear or prominent enough.

In order to comply with the Code, the website should remove all misleading claims that they offer an official TNT number and make expressly clear alongside their own 0870 number that (1) that they are not affiliated to TNT and (2) they offer a call-forwarding service.

The CAP Compliance team contacted Hidden Contact Number several times to seek an assurance that changes would be made to but, in the absence of a response, took the decision on 8 March 2018 to place their company details on this section of the ASA website. These details shall remain in place until such time as Hidden Contact Number has removed or appropriately amended the content on to ensure compliance with the CAP Code.

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