Resolving a complaint first time saves you time, a negative reputation and money. Trading Standards can help you navigate complex regulations to protect your businesses and support good customer service.
Most complaints happen as a result of miscommunication or misunderstanding. Being clear with your customers will potentially stop complaints becoming a problem for your business. Be up front with expected time frames and confirm in writing what you are doing and how much it will cost.
If something does go wrong then listen to your customer and address their issues by finding a reasonable solution.
If you sell services to consumers away from your place of work, you are likely to need to supply a cancellation notice. This is a legal requirement under consumer legislation to stop aggressive pressure selling.
Members of Trading Standards Checked can find a handy cancellation rights tool in the members area to check if you should be giving cancellation notices to your customers. Here you can also find cancellation paperwork written by Trading Standards professionals for you to use.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 were introduced to stop doorstep criminals from pressuring people to buy goods and services at their home and to ensure customer confidence when buying online.
The regulations outline our consumer rights when buying in the home relating to pre and post contract information and cancellation rights.
The Consumer Rights Act 2015 provides consumers with statutory rights when entering into contracts for goods, services and digital content. All services should be carried out with reasonable care and skill, within a reasonable time and for a reasonable cost if this was not agreed beforehand.
If something goes wrong then the consumer can request a remedy under the Act to either put the problem right or compensate the consumer with a price reduction.
As a Trading Standards Checked member you have access to pay as you go business advice from Kent Trading Standards. Your membership also provides you with a 20% discount on the advertised price. Whether you want clarity on a specific issue or a solution to a complex problem, we can provide the help you need.
We offer a free 30-minute regulatory needs assessment with one of our fully qualified Officers to discuss your needs. During the assessment we will identify how we can help you. Depending on your requirements we may be able to signpost you to guidance which is free of charge; failing that we can provide you with advice tailored to your business or a full package of support. Any costs will be discussed during the assessment.
Any chargeable business advice is provided at a rate of £75 per hour + VAT. The minimum charge period is for 30 minutes and 10 minute intervals thereafter.
Business Companion provides information for businesses and individuals that need to know about trading standards and consumer protection legislation.