Case Study 1
A lady in Hampstead received insurance quotations from nine insurance brokers at her home, addressed to someone who had never lived there. She reported this to the police because she was both distressed and concerned that she was a victim of identity fraud or money laundering. Following the Commission’s investigation, it was discovered that this was part of a ‘mystery shopping’ exercise by a DMA member. The Commission concluded that the member’s behaviour was unacceptable and that mystery shopping exercises that were conducted without proper disclosure to those involved and without permission was likely to bring the industry into disrepute.