Not all unwanted calls, texts and emails are scams. Nuisance marketing calls, spam texts and unsolicited emails are a different - but still serious - problem. This guide explains what to do.
If you think someone is trying to steal your money or personal information, see our advice on scam calls, texts and messages instead.
This page covers unwanted contact that is not a scam, including marketing calls you did not ask for, spam texts, junk emails, silent calls and abusive calls, and explains what you can do about each.
Types of unwanted calls, texts and emails
Live marketing calls (telesales)
A real person calling to sell you something you didn't ask for
When a company makes a live marketing call, they must tell you who they are and give you a contact number. If you ask them to stop calling, they must stop.
They should not call you if you are registered with the Telephone Preference Service, unless you have specifically agreed that they can. If the calls continue, complain to the Information Commissioner’s Office, which deals with nuisance marketing calls, texts and emails.
Register free with the Telephone Preference Service (TPS) online or call 0345 070 0707 to reduce unsolicited marketing calls.
For complaints, contact the Information Commissioner’s Office (ICO) online or call on 0303 123 1113.
Automated marketing calls (robocalls)
A recorded message promoting a product or service
Automated marketing calls, or robocalls, play a pre-recorded message when you answer. The rules applying to these are stricter than for live calls and companies need your explicit consent before making them. If you receive one you did not consent to, don’t call back the number. Note the number, company name and time, and report it to the ICO, which can investigate and fine companies that break the rules.
Spam texts
Unsolicited marketing texts promoting a product or service
Companies can only send marketing texts if you have agreed to receive them, or if you are an existing customer who has not opted out.
If the sender is known to you or uses a shortcode (five to eight digits): reply STOP to opt out. You should not be charged for this, and it lets the sender know you don’t want any more messages.
If the sender is unknown: do not reply, as it confirms your number is active.
Forward the text to 7726 (free) to report it to your phone company. 7726 is supported by most UK mobile networks, but if in doubt contact your phone company directly.
If you are unhappy about receiving these texts or continue to receive them after asking the sender to stop, report it to the Information Commissioner’s Office (ICO) online or call 0303 123 1113.
Marketing emails
Unsolicited promotional emails — sometimes called spam or junk email
- Use the unsubscribe link if the sender is a legitimate company you recognise.
- If in doubt, or the email is from an unknown or suspicious source, do not click any links — including unsubscribe links. Mark it as spam or junk instead.
If the emails are not from a recognisable source, do not reply to them. Instead, check out the guidance from the Information Commissioner’s Office.
Report persistent unwanted marketing emails to the Information Commissioner’s Office (ICO) online or call 0303 123 1113.
Silent and abandoned calls
Calls with no one on the line, or a recorded ‘operators busy’ message
An abandoned call is when the phone rings, but the call ends when you pick up. Instead of another person, when you pick up, you might hear an information message from the organisation that is trying to call you.
A silent call is when you get a call, but you hear nothing and have no way of knowing whether anyone is at the other end of the line.
Most are caused by automated dialling systems in call centres, not deliberate targeting, but they can be upsetting or disruptive.
- Try to identify the caller: companies using diallers must display a number, and if on a landline you can try dialling 1471 after the call.
- Note the number, time and how often you are called.
- If you can’t tell who the caller is, call your phone company, who will tell you what to do next.
Report persistent silent or abandoned calls to Ofcom: online or call 0300 123 3333. Try to give us as much information as you can, including the name and number of the caller, how many times they have called you, and for how long you have been receiving the calls.
Ofcom monitors complaints about abandoned and silent calls and can launch an investigation if we believe a caller is not following the law. Where an organisation is repeatedly making abandoned and/or silent calls, Ofcom may take enforcement action, including fining them up to £2 million.
Abusive and threatening calls
Malicious, abusive or threatening calls
It is illegal to make abusive or threatening phone calls, whether you know the person or not.
If you receive a call like this, you should call your phone provider straight away, ask to speak to their nuisance or malicious calls team and tell the team what the caller said.
Direct threats
If the caller makes direct threats to you or your family, and you think the threats are real and immediate, call 999 straight away.
If you think the threats are real but not immediate, call the police non-emergency number 101.
Where to report unwanted calls, texts and emails
Reporting to the Information Commissioner’s Office (ICO)
Report the following to the ICO:
- live marketing calls (telesales)
- automated marketing calls
- spam texts
- spam or marketing emails
How to report
Report online via the ICO’s website or call 0303 123 1113.
For spam texts, forward the message to 7726 first, then report it to the ICO.
Reporting to Ofcom
Report silent or abandoned calls to Ofcom.
How to report
Report online or call 0300 123 3333
Reporting to your phone company and the police
Report abusive or threatening calls to your phone company and the police.
How to report
Call 101, or 999 if you are in immediate danger.
Reducing unwanted calls, texts and emails
Telephone Preference Service (TPS)
- Register free online or call 0345 070 0707. Legitimate marketers must check the register before calling.
- It can take up to 28 days for calls to reduce after registering.
- TPS covers consumers’ home phones and mobiles. There is a separate Corporate TPS (CTPS) for business numbers.
Call blocking
- Most smartphones and many landline phones let you block specific numbers.
- Your phone or broadband provider may offer additional call blocking services, though they may charge you a fee for this.
Email and text
- Use the spam or junk filter in your email service or app.
- Forward spam texts to 7726 to help block the sending number. This easy reporting method is supported by most phone networks, but if in doubt, get in touch with your phone company directly.
- Avoid posting your phone number or email publicly online where possible, and be sure to opt out of marketing consent when signing up to new services.
Related content