We have a list of established customers who haven’t given us their mobile number or email address but those details have appeared on an opt-in list we have bought in. We’d like to start contacting them online or by text message. Can we do so?
The intended recipient has, for reasons of their own, not started doing business with you online or by text message. You may be able to argue that this customer has notified you through a third party that they are happy to hear from you by email or text message. But you should consider the possible effects of such an ‘out of the blue’ message on your relationship with that customer. A frequent comments in complaints we receive is:
'Where did they get my email address or mobile number from? I certainly didn’t give it to them.'
You may wish to send a ‘low-key’ message explaining where you have got their details from and politely asking whether they are happy to hear from you in this way. You could not assume consent if they don’t respond.