Code Of Practice

Aims and Objectives

It is difficult for consumers, especially those who are vulnerable, to know if they are dealing with traders who comply with all the rules and regulations which apply to their business, who operate in a fair and honest way and who offer high standards of workmanship.
To try and tackle such problems, Durham County Council Trading Standards and Community Safety have launched the Registered Trader Scheme. Every member of the Scheme signs an undertaking that they will trade fairly and agree to adopt certain working practices. The aim of the Scheme is to ensure a consistent level of service, which both reflects good practice and satisfies most customers whilst promoting standards which traders also regard as reasonable.

As members of the Scheme, traders must consider the Scheme’s purpose in terms of providing protection for County Durham consumers, particularly the older and more vulnerable members of society.

The legal rights of the trader and the consumer are not affected or excluded by this Scheme.

The Code of Practice

General

1. To abide by the Code of Practice and the principles and spirit of the Scheme
2. To ensure that all staff understand the Code and their legal obligations and that members provide appropriate training where necessary
3. To trade fairly and provide a quality, professional service to consumers at a fair price
4. Only to accept work which they are competent to undertake
5. To be committed to acting in an environmentally responsible manner, disposing of waste according to the appropriate legal requirements
6. Not seek to take advantage of vulnerable consumers
7. To ensure that no person is discriminated against or refused service on the grounds of age, race, gender, disability, marital status, sexual orientation or religious belief
8. To use a landline on all contact information including advertisements
9. Never to seek business by cold calling or use high pressure sales techniques, particularly when selling guarantees and warranties
10. To notify Trading Standards Service of any significant change of the business, eg, a change in the nominated representative or change of ownership
11. To provide customer feedback questionnaires whenever work is carried out for a customer who contacted them through the scheme
12. Not to make any advertising claims to the effect that the business is Approved or Guaranteed by Trading Standards Service.
    
    Legal Requirements and Contracts
13. To abide by all Criminal Legislation and all relevant Civil Law obligations
14. Specifically, to comply with the Unfair Terms in Consumer Contracts Regulations 1999
15. To provide clear and accurate information on cancellation rights, including any rights which are additional to legal requirements
16. Any advertisements must comply with any relevant advertising code of practice and/or legislation
17. All businesses dealing with gas must CORGI registered and must be able to demonstrate that they are so registered. Those dealing with electricity must be either NICEIC registered or recognised under an Approved/Registered Competent person scheme to comply with building Regulation Part P and must be able to demonstrate that they are so registered
18. To comply with relevant Building Regulations and Planning law
19. To have adequate insurance to cover potential loss or damage to a consumer’s property. Evidence of Public Liability Insurance is required
20. Completion dates to be agreed in advance of conclusion of contract
21. To offer flexibility and choice of delivery dates and times
22. To supply all goods and services contracted for within a reasonable time.
23. To give advance notice of any delays where possible.
24. To offer suitable alternatives when delays occur and ultimately appropriate remedies.
    
    Customer Complaints Procedure
25. Members must have an accessible, user-friendly and reasonably charged after-sales service
26. Members must have in place an effective customer complaint procedure which is clearly communicated to customers. It must address response times to customer complaints, needs to prescribe maximum times for initial response etc all of which should be documented – see the Scheme’s Customer Complaints Procedure (given at initial Audit).
27. Members agree to the Customer Complaints procedure and agree to co-operate in full with Trading Standards in the mediation process and with any appropriate intermediary consulted by a consumer. This will be/has been discussed in detail at the Audit.
    
    Charges/Payments
28. Where deposit payments are taken, mechanisms should be in place to protect consumer deposits and prepayments, such as insurance backed schemes, ring-fenced client accounts, etc where appropriate.
29. Any call out charge shall be made known to the customer prior to the visit being made. A written schedule of works and a written estimate/quotation shall be given to consumers. Any charge for this must be made known to the consumer.
    
    Documentation
30. To always use a written contract or invoice, including clear terms and conditions.
31. If a guarantee is offered, it must be in writing and very clear as to what is included.
32. Where additional guarantees /warranties are offered, it must be clear that these are optional and additional to consumers’ rights. It must also include details of who is responsible for the guarantee or warranty.
33. To provide an invoice or receipt showing full details of work carried out including parts supplied and labour and other costs inclusive of VAT.
34. To provide itemised bills.
35. To produce all documents in plain English.