I am very very pleased to say that Lord Smith, as Chair of the ASA, responded remarkably quickly to an email I sent raising concerns with their policy. Previously, in ‘informally resolved’ complaints, the ASA has asked complainants to treat the judgement in confidence. I was unhappy; this seems to protect the company, not the customer. So I am delighted that this policy is now stopped. Letters to complainants from the ASA regarding informally resolved complaints will no longer ask them to keep the contents ‘confidential’.
Very pleased indeed.