residents

Code of Conduct

All traders on the scheme have agreed to follow our Code of Conduct. Our traders are proud to be checked by Trading Standards and are committed to treating their customers fairly.

The Trading Standards Checked Code of Conduct

Our traders agree and are proud to follow these 17 codes to be accredited as a Trading Standards Checked member.

  • Be courteous, honest and respectful in all dealings as a trader.

  • Deal with all complaints received in a prompt and professional manner.

  • Work positively to resolve issues and agree to enter into Alternative Dispute Resolution if requested by the customer.

  • Always provide correct and relevant paperwork before starting any work.

  • Never attempt to carry out any work for which they are not suitably qualified to undertake.

  • Perform all work to a high standard and adhere to relevant industry standards & legislation.

  • Have adequate Public Liability Insurance and, if applicable, Employers Liability Insurance.

  • Comply with all relevant UK Legislation.

  • Take responsibility for any sub-contractors, sub-consultants, sub-advisers and sub-agents that they engage, and for any work completed on their behalf at your property.

  • Keep customers informed. Especially if they are late to an appointment or will not be able to make it, work is not going to be completed on time or there are necessary changes to the agreed schedule of works that may increase the cost.

  • Ensure only appropriate content is published on their profile, with no offensive language or discriminatory remarks.

  • Comply with the spirit and detail of civil and criminal laws relevant to their business.

  • Do not cold call to obtain business. This includes door knocking, telephone calls etc.

  • Do not take advantage of vulnerable residents. Try to provide additional support and assistance to vulnerable consumers.

  • Never demand that payments are made in cash.

  • Never take a customer to a bank or cash point for them to withdraw cash to pay for work.

  • Never be verbally or physically abusive or threatening to customers.

Report a trader

If you find a trader has not acted in accordance with the Code of Conduct then please report this issue to us.

What if things go wrong?

If things go wrong you can seek advice from the Citizens Advice consumer service. KCC Trading Standards will continue to monitor complaints on all individual members of the scheme.

Contact Citizens Advice

0808 223 1133