I believe there have been other topics which have included the use of Lo-Call and National Rate as terms with reference to 0845 & 0870 numbers but was unable to track down the thread/s hence starting a new one.

I have received my latest bill from Utility Warehouse (yes, I know but there are reasons) and they are publicising changes to their telephone charges, one of which says

"We are substantially reducing our rates for calling non-geographic numbers as follows:

• Lo-Call (0845)  Peak 2.0p Off-peak 0.5p
• National Rate (0870) Peak 6.0p Off-peak 1.5p"

I have emailed them pointing out that OFCOM believes the use of such terms to be misleading (apart from info on this site, I have an email from OFCOM stating this) as they have been obsolete since July 2004.  I have asked for an assurance that they will remove all such references from all their material including the website if appropriate.

I will post any response and, if necessary, contact OFCOM to report this.

Barbara wrote on Oct 24^th, 2007 at 1:56pm:

But did they say anywhere that those rates included VAT ??? 

jimjim wrote on Oct 24^th, 2007 at 2:43pm:

They're obviously getting ready for the change over to the revised 0870 rates in the New Year 

Having been told by a customer adviser that my email was being passed to the marketing manager, I have now received the following in reply from the same customer adviser (not the manager!):

"Further to my email of yesterday, I can confirm that it is not misleading to use the terms Lo-call and National Rate.   As long as the charges are advertised or announced before any calls to us are connected, we are in keeping with OFCOM guidlines".

I was then thanked for bringing this matter to their attention.   Obviously, the reply is abolsute nonsense as I have an email from Clive Hillier of OFCOM (whom I am now going to contact) stating that it IS considered misleading to use these terms.  UW make no comment on my point that these terms became obsolete in July 2004.  Also, the notification from them in question did not refer to calls TO them but the costs to their customers of calls to 0845/0870 numbers in general.   I do intend to reply in those terms.

If anyone else would like to make complaint as well or has any useful points I could add, I would be most grateful.

Barbara here are some links that you can send them proving that it is misleading to call 0845 local rate:-


http://www.cap.org.uk/cap/advice_online/ad_alerts/Advertising+0845+and+087+numbe...


http://www.cap.org.uk/cap/advice_online/advice_online_database/Show+Entry.htm?ad...


http://www.asa.org.uk/cap/news_events/news/2005/hanging+on+the+telephone+on+and+...

http://www.eastsussex.gov.uk/NR/rdonlyres/735C4641-4E0A-48DA-BA19-8A5007CE0AB6/0...


Including this one that the ASA upheld against Windsor Telecoms:-

http://www.asa.org.uk/asa/adjudications/non_broadcast/Adjudication+Details.htm?a...

Copy and paste the links.

IF your assumption is correct, then I would have thought the trading standards offficer would be interested if people were being misled.

UPDATE.  Following my sending of all the links you provided, I have received the following email from the person who had been dealing with my complaint:

"I merely sought to confirm that as long as customrs are made aware of the call charges prior to making the call, the use of the terms Lo-Call and National rate do not contravene OFCOM's guidelines.

Our charges for calling 0845 and 0870 numbers are clearly advertised and therefore cannot be regarded as misleading.

This matter has been looked into by our Director and confirmed as correct.   I trust this concludes matters regarding this issue."

In other words, this is what we say & do, so.....go away!

I am still waiting for a response from Clive Hillier on this one (& the National Trust).  Anyone got any suggestions?   I STILL think it is misleading to use the terms at all when they have no true status.  Yes, UW did state the prices in the announcement attached to the bill so, if that is the case, why bother with the terms Lo-call & National rate?   PLEASE can someone clarify the situation.

Have now received a further lengthy email from UW as they have now read the link to the ASA/Windsor Telecom adjudication and it seems to have prompted a more detailed and polite response.   I would like to post the email here but, sorry, don't know how to do it or to copy & paste.  If someone who knows how to do this is prepared to let me forward the email to their address & then post it, I will happily forward it (I know Heinz did this on a previous occasion but do not like to presume).  Thanks.