Automated Bank Calls 'Harass Customers'

Lobbyists have issued a plea for banks to stop using automated messages while calling customers.

Privacy International, a campaign group, told the BBC that these calls - known within the industry as 'interactive voice messaging' - can be abused by financial firms, unnecessarily harassing people who have missed payments. Typically, the automated calls advises customers on their payment options to pay their debts: however, the campaigners have said that their repeated use can be overbearing.

Simon Davis, director of Privacy International, said: "I wouldn't object to a single call in a 24 hour period. If it goes beyond that, I would certainly argue there's an element of harassment involved."

However, banks have moved to defend the technology. NatWest told the broadcaster that interactive voice messaging was used for a minority of customers only, and that they were always given the choice throughout the call of speaking to a member of staff rather than an automated voice. Lloyds TSB added that it would not use its own system to call customers for more than four days consecutively.

Both banks also said that they are in full compliance with industry guidelines laid down on automatic messaging through phones made by media watchdog Ofcom.