NU Speeeeedy response

Well done Norwich Union!

Got a very speedy response back from NU, who clearly have got their finger on the pulse!

Here's what they said ...

"Further to your email earlier today thank you for bringing this issue to our attention so quickly.  We are extremely sorry for any upset this has caused to those who received it.

At Norwich Union we are committed to providing a first class service and we hate junk e-mail as much as you do.  We have a rigorous internal process designed to ensure that all our customer communications comply with advertising standards and the Law. Unfortunately, in this instance, the omission of our normal “unsubscribe” facility was not noticed.

We have discussed this with the company who broadcast our emails for us and as a result of this conversation and the recommendations received we have implemented the following actions with immediate effect:

1.    We have removed anyone who has complained from receiving any future email marketing communications
2.    All future marketing emails will include the opt out option.

We sincerely apologise again for any inconvenience this may have caused to those who received the email it certainly was not our intention to upset anyone. 

If any customers who received this would like to unsubscribe from future marketing communications they can contact us at the following e-mail address. They will need to use the e-mail address which they would like us to remove from future mailing lists and state ‘unsubscribe’ in the subject box."   webmaster@norwich-union.co.uk

Thank you, is what I said.

A word of warning to others

If you're going to outsource your electronic contact to an agency, make sure that your agency selection process includes finding out about their knowledge of current contact legislation. There are many agencies out there who really do know their stuff, but even the best will usually admit to being a 'bit rusty' when it comes to the law.  Try them out on Regulation 8 of the Electronic Commerce (EC Directive) Regulations 2002 SI 2013 or the recent changes to the Companies Act 2006; you have got a 'proper' footer haven't you?

Regulation 8 of the Electronic Commerce (EC Directive) Regulations 2002 SI 2013??

"A service provider [that's you the sender of the message] shall ensure that any unsolicited commercial communication sent by him by electronic mail is clearly and unambiguously identifiable as such as soon as it is received [in other words, no 'Hi message from Andy' in your subject lines].