Trusted Trader
Consumer

Business Code of Practice

Traders shall agree to trade fairly and within the spirit of the law and good business practice.

Members will:

1. Provide Trading Standards with full details of ownership, trading names, premises, staffing levels and trade activities.

2. Inform Trading Standards of any significant changes to the above within 14 working days of the change.

3. Ensure that all employees and subcontractors are made aware of the scheme and agree to act in accordance with the members’ obligation under the Scheme.

4. Agree to use the feedback system and collect feedback by offering questionnaires (including electronic versions) to all customers and actively encourage their use. Members without feedback in the previous six months will be contacted and advised appropriately. A further period of three months without feedback may result in membership termination.

5. Agree to abide by the terms and conditions of the scheme. Failure to do so will invoke the membership review procedure, appended to these terms and conditions.

6. Adequately train their staff for the work they carry out and keep appropriate training records. These should be available for officers to view on request.

7. Maintain and publicise any registration which is required by law ( e,g Gas Safe Register ).

8. Deal with complaints promptly, effectively and in accordance with the dispute resolution process.

9. If a business is a member of a trade association which has its own code of practice, the terms of that code and any arbitration processes will be followed at all times.

10. Provide customers, where appropriate, with a written schedule of works and written quotation before any work commences. Any change made to this schedule shall be communicated to the consumer before any further work is carried out. Any call out charges must be notified in advance to consumer.

11. Give customers an invoice of receipt showing full details of work carried out, itemising where parts have been supplied, materials used, and labour and other costs.

12. Where appropriate, make available any parts that have been replaced for consumers on request. Not use second hand or reconditioned parts unless agreed by the consumer prior to the work commencing.

13. Include VAT in all prices including advertised prices, and where surcharges apply, comply with the relevant consumer protection legislation.

14. Not seek customers by cold calling in person at their homes.

15. Adhere to Telephone Preference Service requirements when cold calling prospective customers by telephone.

16. Have and maintain adequate public liability insurance.

17. Co- operate fully with Trading Standards during the course of their activities, and make business records available to Trading Standards for inspection.

18. Failure to comply with any of the above terms may result in an investigation by Trading Standards and potential termination of membership.