FAQ - Frequently Asked Questions

You’ll find below a list of the most frequently asked questions that we receive from users. If you can’t find the answer to your question here then please Contact Us and we will try and answer your question within one working day.

Alternatively, why not see if one of our agents is online and available on our Live Chat.

show Are you the official Telephone Preference Service (TPS)?

No, we are not.

TPS Services is a business that provides TPS screening to call centres in order that they don't call people who are registered on the TPS. If you would like to contact the TPS directly you can do so by visiting www.tpsonline.org.uk or calling 0345 070 0707.
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show How up to date is the checking service?

We check for updates to the TPS, CTPS and FPS registers every day so our lists should be no more than 24 hours old. Top

show Can I upload files that are password protected?

Yes. You can upload Excel files that are password protected, although you will need to enter the password as part of the import process.
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show Does TPS registration prevent all unwanted calls?

No. A TPS ban only applies to live marketing calls, but registering with the TPS should reduce other call types such as recorded message marketing calls and silent calls. It is, however, unlikely to stop scam calls. Top

show How long does it take for numbers to show on the register?

Consumers have to allow for 28 days from the date of registration for their number to become effective on the register. This is not to say that the number itself will take 28 days to show on the TPS system. The 28 day limit is to allow time for companies to update and implement the changes in their systems. This means that whilst the number of unsolicited calls should start to reduce, consumers should not expect calls to stop until after the 28 day period. Top

show My company already operates an in-house “do-not-call” list. Do we need to sign up with the TPS as well?

It’s both good practice and in fact a legal obligation that you don’t call someone who has asked not to be called by your company. The regulations also empower the Information Commissioners Office (ICO) to take enforcement action against any company who makes an unsolicited call to a person registered with the TPS/CTPS. Top

show We do a lot of outbound calling, if I screen my lists I will have fewer people to call?

Since 1st May 1999, it has been unlawful to place a direct marketing call to an Individual who has objected, either directly to you as a company (for which you're supposed to operate a Do Not Call list) or registered on the TPS/CTPS.

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show Can I call my customers?

Yes you can. Although as daft as it may sound, this is under the provision that “they do not object to you calling them”. Top

show What are the differences between the Telephone Preference Service (TPS) and the Corporate Telephone Preference Service (CTPS)?

The TPS holds numbers of individuals opting out of receiving telemarketing calls and includes sole traders and partnerships (commonly mistaken to being included with the business version of the TPS).

The CTPS holds numbers of corporate companies (Limited and plc companies) opting out of receiving marketing calls.
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show How do I screen against TPS and CTPS data?

You can clean small volumes of data using www.tpschecker.co.uk, but if you want 24/7 online list cleaning then visit www.tpsservices.co.uk. Once you have signed up for an account you will be able to screen lists 24 hours a day 7 days a week (except during periods of essential maintenance of course). Top

show Can I check individual numbers?

TPS Services is designed for volume checking. If you want to check individual numbers, we recommend using www.tpschecker.co.uk where you can check up to 10 numbers for free every day and purchase small volumes of additional credits if required.

If you have a www.tpschecker.co.uk account, you can also check individual numbers.
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show How many numbers can I check at once?

You can upload databases in excess to 5,000,000 records at any one time, although a database of that size (particularly if there are lots of fields for each record) may take a few minutes to upload, longer at peak periods. Top

show Do I have to wait while my lists upload?

No. Once you initiate the upload process, our system will contact you to let you know that your file has been successfully uploaded and is ready for screening. Top

show Will I use credits each time I download my list?

No. You only use credits each time you screen your list(s) against either the TPS, CTPS or FPS registers. You can download your lists as many times as you like. Top

show Will I use credits each time I screen against my own DO Not Call (DNC) list?

No. Screening against your own DNC list is free of charge. You can screen against your own Do Not Call (DNC) list as often as you like with no charge.
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show Can I call an 08 number for a business that re-directs to a landline that is on the TPS?

If a business uses an 08 or 03 number that and doesn't wish to receive maeketing calls, then they must regsiter that number on the CTPS. If they do not, then you can call it regardless of whether or not it redirects to landline that is registered on the CTPS.
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show How long will my lists stay online?

We will hold your lists for up to 60 days (or less if you change it in your profile) from the date of the last time they were screened. At 50 days we will start to contact you to let you know if a list is about to expire.
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show My list has expired, can I retrieve it?

Once your list reaches 50 days we will contact you to advise you that your list is about to expire. Once your list reaches 60 days, it will be removed from our system and will not be retrievable after that. Top