Thank you for submitting your complaint to ASAI.
Your complaint will be evaluated as soon as possible but please bear with us as the timeframe for doing so will be influenced by the number of complaints being handled at any time.
If your complaint relates to an issue that the ASAI cannot deal with, and you have given us your email address, we will reply to you by email to let you know and to explain why. Where we do not have your email address, or where the issue you have complained about is within the remit of the ASAI Code, we will acknowledge your complaint by post, and will evaluate your complaint to see whether it is one that can be investigated under the ASAI Code.
In evaluating your complaint, we will review the nature of your complaint(s), the content of the material it
relates to and what sections of the ASAI Code may be applicable to your complaint.
If your complaint is one for investigation under our Code, we may be able to respond to your complaint from both the information you have provided and that which we can readily obtain ourselves. In some cases, we may however need to ask you for further information. We will let you know the outcome of our initial evaluation.
For consumer complaints, we would normally contact the advertisers and conduct investigations without
disclosing the complainant’s identity; we only disclose complainant’s identity with their consent.
The following paragraph applies only if your complaint is about food and specifically in the designated category of are high in fat, salt and sugar (HFSS) products:
ASAI has introduced new rules that apply restrictions to advertisements for food and non-alcoholic beverages that are high in fat, salt and sugar (HFSS). These rules will be implemented from 1st December 2021. However, for the first six months, we will monitor any potential breach notifications we receive from consumers and add this information to our intelligence gathering data. These notifications will be robustly assessed and, where necessary, we will engage with the medium and / or the brand concerned to ensure that any potential non-compliance is addressed and corrected. Once this initial six-month monitoring period is complete, notifications of potential non-compliance will be brought through the standard complaint process, up to and including, where appropriate, adjudication by the Complaints Committee.
Thank you for contacting the ASAI regarding your complaint.
The ASAI Team.