Claims management
This is one of only two sectors where live marketing calls need opt-in consent.
For most UK businesses, a live marketing call to a number not on the TPS is permitted without consent. Claims management is one of the two carve-outs where that isn't true — and it changes how a floor here has to be built.
The usual rule doesn't apply to you.
Across most of this site the position is the same: PECR permits unsolicited live marketing calls to individuals unless the number is TPS-registered or the person has objected. Claims management is one of two sectors where Parliament decided that wasn't enough — live calls marketing claims management services require the subscriber's prior consent.
That single difference reshapes everything operationally. Consent provenance stops being a compliance formality and becomes the thing that determines whether a lead is callable at all — which makes the evidence you hold about where a lead came from more valuable than the lead.
How leads actually arrive
What goes wrong today
Consent evidence lives with the vendor, not with you
If you cannot produce what a person was shown and when, you cannot demonstrate the basis for the call. A vendor's assurance is not evidence you hold.
Volume dialling models are imported from other sectors
A pacing setup built for a home improvement floor calling non-TPS data is the wrong instrument here, because the constraint isn't dialling capacity — it's whether each record is callable at all.
The claim cycle outlives the call
Cases run for months through evidence gathering and assessment. A floor measuring at the point of sign-up is measuring the beginning.
Suppression is per-campaign rather than account-wide
Somebody who asked not to be called must stop being called everywhere, including on a list imported next month by someone else.
What the product does about it
Consent and source held against every lead
Where the record came from and what evidence came with it, kept on the lead rather than in the vendor's system, so the question can be answered later.
Account-wide do-not-call that survives re-import
A number added to your DNC list is blocked on every campaign regardless of who imports it afterwards, and the block is logged.
Case states in the queue
Evidence requested, awaiting documents, submitted, in assessment — your outcomes, each deciding when the case comes back.
Recordings with retention you set
Both sides on separate channels, searchable, deletable on request with a record of who did it.
Where compliance sits
This sector is regulated by the Financial Conduct Authority.
Claims management is regulated by the Financial Conduct Authority. Your obligations on conduct, disclosure and customer treatment are for you to determine with your compliance function.
The PECR position below is different from the general rule for marketing calls, and it is routinely misunderstood — so it is set out here with the regulation linked.
PECR contains a specific provision for calls marketing claims management services, requiring the subscriber's prior consent — unlike the general position for live marketing calls, which permits them unless the number is TPS-registered or the person has objected.
Privacy and Electronic Communications (EC Directive) Regulations 2003This is not legal or regulatory advice. Your obligations under the Financial Conduct Authority are yours to determine. What we can describe accurately is the calling rules that apply regardless of sector — PECR, TPS and CTPS, Ofcom's limits on abandoned calls, and UK GDPR — which we have researched from the regulators' own material and written up in full.
Read the UK calling compliance guide →A worked example
Illustrative figures, not a customer's real numbers — and deliberately modelled on a consented inbound-led book rather than volume outbound, because that is what the consent position implies.
Twenty-eight percent of sign-ups stalled at document collection. On a book where every callable record required consent to obtain, losing a third of them to admin is the most expensive failure available.
Work it through with your own numbers →Questions from this sector
Do claims management calls need consent?
PECR treats them differently from ordinary marketing calls: live calls marketing claims management services require the subscriber's prior consent, rather than the general position of screening against the TPS. The regulations are linked above. What that means for your specific approach is a question for your compliance function.
Is TPS screening still needed if we have consent?
Screening remains part of a defensible process, and the general position on consent overriding a TPS registration is genuinely contested — we've set out why in our compliance guide rather than giving you a clean answer that might be wrong.
What does Dialspace do about consent?
It stores the source and consent evidence against each lead and keeps it with the record. It does not assess whether that consent is adequate — only you can judge what the person was actually shown.
See it on your own leads.
Half an hour with someone who has run a floor. Bring a lead source and a question.
Book a demo