| Guide to Trading Fairly |
General guidelines for firms on meeting the Trusted Trader Scheme
commitment to fair and honest trading:
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1. |
All advertisements that are produced in connection with your firm must comply
with all relevant advertising codes.
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2. |
Where appropriate, you shall provide, in advance of the contract, clear and
accurate information regarding key terms and conditions of the contract.
Consumer contracts shall comply with the Consumer Protection from Unfair Trading
Regulations 2007, and any relevant guidance produced by the Office of Fair
Trading.
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3. |
When an additional or manufacturers guarantee or warranty is offered to
consumers, it will be made clear that there are in addition to the consumers
statutory rights and are optional. Details will be provided of who is
responsible for the guarantee or warranty. There must be no high pressure
selling of any additional guarantees or warranties. Guarantees and warranties
must comply with Consumer Protection from Unfair Trading Regulations 2007.
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4. |
Where appropriate, full written information concerning the contract should be
provided to the consumer.
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5. |
Member firms shall give, clear information regarding cancellation rights that
customers may have, whether these are statutory or additional rights.
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6. |
All member firms must be committed to providing a quality service to their
customers. By joining the Trusted Trader scheme you are agreeing to comply with
the spirit and letter of both the criminal and civil law relating to your
business.
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7. |
Member firms must not seek to take advantage of vulnerable consumers, and where
it is reasonably practicable, firms shall offer additional assistance, to ensure
that all aspects of the transaction are fully understood.
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8. |
In the event of a complaint, you should fully cooperate with any appropriate
intermediary consulted by the consumer.
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9. |
Completion and delivery dates shall be agreed in advance. Where a delay has
proved unavoidable the consumer shall be given as much notice as possible,
preferably in writing. Where an agreed delivery date cannot be met then a
suitable alternative or appropriate remedy shall be offered to the consumer.
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