Direct Response Ltd, is registered in England and Wales. Registered Number 3859216. Registered office: 2nd Floor, 3 Angel Walk, London, W6 9HX, United Kingdom.
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Information on this website is provided for general information purposes only, and on an "as is" basis.
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We shall not be liable for any direct, indirect, special, punitive or consequential damages or loss (including but not limited to lost profits or revenues, business interruption and any other loss or damage) whether in statute, contract, negligence or any other tort or otherwise, arising out of or in connection with the use of or inability to use this website or any action or failure to act taken in reliance on the information in it or any linked site.
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What does Direct Response Ltd do?
Direct Response Ltd is a leading provider of technology, call centre and telecommunication services that facilitates real-time sales and customer service for companies doing business on the Internet. We are an Application Service Provider, or ASP, and we offer our proprietary real-time interaction technology as an outsourced service to our customers. As an ASP, we collect information on behalf of our customers. We also collect information on our own website. Our methods for collection and use of information depend on whether the user logs directly onto our website (a "Direct Response Ltd User") or accesses our service on one of our customer's sites (an "ASP User").
Direct Response Ltd Users
What information do we collect from Direct Response Ltd Users?
When the online customer service begins, Direct Response Ltd Users are asked to enter their names in whatever format or detail they prefer. During the process, Direct Response Ltd Users enter into a live question and answer session with an operator. We maintain dialogue transcripts of these processes. After the chat, we ask Direct Response Ltd Users from time to time to fill out an exit survey in order to obtain valuable feedback about our service. Filling out the exit survey is completely voluntary. The surveys may ask for contact information (e.g., email address) and for demographic information (e.g., zip code, age or income level).
Direct Response Ltd Users in need of technical support are required to complete a form for purposes of defining and clarifying their technical support requests. When submitting a technical support request, Direct Response Ltd Users are asked to provide the following identifiable information: email address, URL of their site and a description of the issue. Emails sent to support are kept only for problem solving purposes and this information is not shared with or disclosed to any outside third parties.
We log browser information (e.g., Internet Protocol addresses and browser types) to help diagnose problems with our server, gather broad demographic information and administer our site. We also collect data through aggregated tracking information derived mainly by tallying page views throughout our site.
We do not knowingly collect any information from anyone under 18 years of age. The exit surveys ask Direct Response Ltd Users to enter their age so that we may refuse to accept any information that has been submitted by anyone under 18.
How does Direct Response Ltd use information it collects from Direct Response Ltd Users and will Direct Response Ltd disclose such information to outside parties?
We access the information we collect for certain purposes (for example, to aggregate the information, to monitor the use of the service during certain chats and for other lawful purposes). A Direct Response Ltd User's information, including personally identifiable information, will not be shared with anyone. We do not sell, trade or rent the personal information that Direct Response Ltd Users provide.
What information do we collect from ASP Users?
When the online customer service chat first begins, ASP Users may be asked to enter their names or other personal information to facilitate service. By providing such personal information, ASP User consents to Direct Response Ltd collecting and processing such personal information on behalf of itself or its customers. Also, during the chat, ASP Users enter into a live question and answer session with an operator. We maintain dialogue transcripts of these chats. After the chat, our customers may ask ASP Users to fill out an exit survey in order to obtain valuable feedback. Filling out the exit survey is completely voluntary. The surveys may ask for contact information (e.g., email address) and for demographic information (e.g., zip code, age or income level). The surveys vary by customer so that our customers may obtain feedback specific to their website and business, as well as feedback regarding our service.
We log browser information (e.g., Internet Protocol addresses and browser types) to help diagnose problems with our server, gather broad demographic information and administer our site. By choosing to engage in a chat and use the services, ASP User consents to such logging and processing of IP address.
We do not knowingly collect any information from anyone under 18 years of age. The exit surveys ask ASP Users to enter their age so that our clients may refuse to accept any information that has been submitted by anyone under 18.
How does Direct Response Ltd use information it collects from ASP Users and will Direct Response Ltd disclose such information to outside parties?
We access the information we collect for certain purposes including, but not limited to, the following: to provide maintenance, support or professional services to our customers, to aggregate the information, to monitor the use of the service during certain chats and for other lawful purposes.
We do not sell, trade or rent the personally identifiable information that ASP Users provide.
Information Relevant to Both Direct Response Ltd Users and ASP Users
How does Direct Response Ltd protect user information?
Our site has security measures in place to protect the loss, misuse and alteration of the information under our control. We offer secure sessions for chats at our clients' option so that data passed between users and operators cannot be decrypted. To achieve this level of security, we use Secure Socket Layer (SSL) encryption that encodes information as it is being sent over the Internet between the user and the operator. All chats and user data are maintained and archived on secure servers. Access to stored data is password protected and passwords are account specific. Therefore, no customer can view data for another customer. We also use appropriate firewall technology within our facility to prevent unauthorized access. For another level of protection, all data is backed up daily, and archives are stored off-site in a secure location.
What about "cookies"
Direct Response Ltd gives users options wherever necessary and practical. Such choices include opting not to engage in chat sessions and opting not to provide identifiable information during chat sessions.
We are committed to protecting the privacy of the users of our service. We use the information we collect to provide a better experience for future use of our service and to provide our customers with valuable feedback on their websites and businesses.
Correcting and Updating Personal Information
If any of the personal information that you provided to us changes or is incorrect, please email with your new, correct information.
In the event that someone buys or acquires us or substantially all of our assets, our information about you and your use of our services will likely be one of the acquired assets.
Tell us what you think
We recommend that you review this policy periodically, as we may update it from time to time.
At Direct Response we are committed to providing you with outstanding customer service. We want to ensure that we are always listening to our customers, to better understand their concerns and respond appropriately. We accept that occasionally things can go wrong but we see these situations as an opportunity for us to resolve the problem and demonstrate our culture of putting the customer at the heart of what we do.
How to raise a complaint
Firstly, you should always feel comfortable to contact the customer services team that manages your account, and you can find the right number to call by clicking here. The representative you speak to will be happy to listen to the details of your issues and from that point, own your case with the intention of solving any issues as quickly as possible.
To help us to bring resolution, please can you ensure that you have the following information ready for when you call:
• Your Direct Response Account Number
• A contact telephone number that we can call you on during working hours
• As much detail as you can provide about the issue to help us understand where we went wrong
• What you feel we can do to fairly resolve the matter
Nearly always, we can resolve your complaint first time.
Once we have resolved your complaint, we then use it to see if we can identify any areas for improvement within our business. If we can, we will implement these actions. We take this so seriously that it is central to our ISO 9001 compliance requirement. We really appreciate your feedback and we will always be grateful for your participation in this.
If you are unsatisfied with the solution being offered by our representative, then you can ask that the matter is escalated. A member of our Management Team will review the situation and contact you within 24 working hours to discuss if anything further can be done to resolve your complaint.
On the very rare occasions where a manager is unable to resolve things to a point where you are satisfied with the solution that is presented, the matter will then be escalated to our Board of Directors. At this point, they will complete a full investigation of all aspects of your account and the circumstances resulting in your complaint.
At Direct Response, we aim to resolve all complaints received by the Board of Directors within 10 working days. If we are unable to provide a suitable solution for you after this, or if 8 weeks have passed since your initial complaint, then subject to your eligibility, we will provide you the details of our Ombudsman Service, or if the matter does not meet their criteria we will advise you of our final position.
The Board of Directors can team can be contacted directly if you feel that matter is of a sufficiently serious or sensitive nature by contacting us on our main head office number.
Ombudsman Services: Communications
Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint. You must make your complaint to Ombudsman Services: Communications within six months of receiving a ‘Deadlock’ letter. If you have not received a ‘Deadlock’ letter you must contact Ombudsman Services: Communications within nine months of issuing a complaint to Direct Reponse.
Ombudsman Services: Communications
PO Box 730
Phone: 0845 050 1614
Fax: 01925 430 059
Text phone: 0845 051
Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.
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