Trusted Trader

Guide To Trading Fairly

Members of the Trusted Trader Scheme commit to fair and honest trading. This includes the following guidelines:

All advertisements that are produced in connection with your firm must comply with all relevant advertising legislation.

Where appropriate, you shall provide in writing, in advance of the contract, full, clear and accurate information regarding key terms and conditions of the contract.

You must comply with all applicable legislation, including but not limited to:

  • The Provision of Services Regulations 2009
  • Consumer Protection from Unfair Trading Regulations 2008.
  • Electronic Commerce (EC Directive) Regulations 2002
  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

When additional guarantees or warranties are offered to consumers, it will be made clear that these are in addition to 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. Upon request, written details of any free guarantee will be provided to the customer.

Member firms shall give clear information regarding cancellation rights that customers may have, whether these are statutory or additional rights.

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.

All member firms must respond to consumer enquiries promptly, even in cases where they are unable to take on work.

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.

In the event of a complaint, members should fully cooperate with any appropriate intermediary acting for the consumer, for example family members.

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. Where an agreed delivery date cannot be met then a suitable alternative or appropriate remedy shall be offered to the consumer