WHICH? Code of Conduct

Trusted Traders

Code of Conduct

April 2014

The Code should be read together with the Which? Trusted Traders Agreement,
the User Regulations and the “What is Expected of You” documentation.

For ease of reference, we refer to Which? Trusted traders as “Trusted trader(s)” or you,

and the customers of goods and services as “Customer(s)”, and Which? as we, our or us.

1. Aims of the Code of Conduct

 To set out the responsibilities, conduct and ethics to be followed by

 all Trusted traders.

2. Scope of the Code of Conduct

 2.1. The Code provides information on what is expected of you when you become

 a Trusted trader;

 2.2. The Trusted trader shall be fully responsible for all employees and sub-contractors
in meeting the Code’s standards.

 2.3. The Code is independent of existing consumer legal rights.

 2.4. All Trusted traders (including all directors, employees and/or sub-contractors of the
Trusted trader) must respect and uphold the Code as a condition of membership to the
Scheme. Failure to comply with any part of the Code may result in the termination of
your membership of the Which? Trusted Traders Scheme (the “Scheme”) at our

 absolute discretion.

 2.5. The terms of the Code may be changed by us by providing the Trusted trader with
twenty-eight days’ notice.

3. As a Which? Trusted trader

 You shall

 3.1. Be open and cooperative with us in regard to all elements of the Scheme.

 3.2. Comply with the terms and conditions of the Which? Trusted Traders Agreement.

4. Customer care

 You shall

 4.1. Comply with our “What is Expected of You” document.

 4.2. Provide full contact and ownership details for the business on your website,

 if any.


5. Professional conduct

 You shall

 5.1. Act diligently and in accordance with the technical and professional standards of
your relevant trade and/or service.

 5.2. Only carry out work that falls within your professional competence and exercise due
care and skill at all times.

 5.3. Act responsibly and professionally.

 5.4. Respect the confidentiality of information that you obtain through work and
business relationships.

 5.5. When supplying goods only supply goods that correspond to their description,
are of satisfactory quality and fit for purpose, and that comply with all applicable UK

 and EU legislation.

6. Quotations, contracts and other documentation

 You shall

 6.1. Home improvement and repair businesses: supply to the customer written details of
the work to be carried out including materials supplied, who will be carrying out the
works and a breakdown of the costs including all taxes and other costs that may apply
or affect the final price. Details of any deposits or staged payments together with

 timings for work agreed should also be shown.

 6.2. Where required, provide to the customer the correct 14 day cancellation rights form
for all works over £42 and supply information about the contract and identity of the

 business, as required by law before they commit to the contract.

 6.3. Provide the customer with written confirmation of any contract entered into, or
a copy of the contract and the written information you are required to provide.

 6.4. Maintain full records of all Customer correspondence and documentation, and retain
such information for a minimum period of 2 years.

7. Payment

 All invoices must

 7.1. Be supplied to the Customer and allow a 30 day period for payment unless otherwise
agreed in writing.

 7.2. Provide a breakdown of any additional works/costs undertaken.

 7.3. Include your VAT number and indicate whether all prices are inclusive of VAT
(if VAT is applicable).

 Payments shall

 7.4. Full payment shall not be taken from the Customer before the Trusted trader has

 started the work.

 Interim payments

 7.5. If there are to be interim payments, they should either be agreed in advance for set
stages and payment made in completion of those stages, or for the supply of materials,
payment will be made once they have been delivered to the site. Where no interim plan

 has been agreed but an interim payment is required it should represent no more than a

 reasonable valuation of the work completed and materials delivered.

 Customer deposits shall

 7.6. Be repaid to the Customer (along with any other pre-payments) within 30 days
of completion of the work and/or where the work is cancelled by the Customer because
of poor performance/or any breach of a Quotation and Contract form.

Code of Conduct

8. Guarantees and warranties

 Any guarantee(s) provided to the Customer should

 8.1. Be appropriate to the product or service that you are supplying, and should be

 accompanied by a statement that nothing in the guarantee affects the consumers

 statutory rights.

 8.2. Cover the labour and materials that formed part of the completed work.

 8.3. Not affect the Customer’s common law and statutory rights.

 8.4. Be fully explained to the Customer if it is not an Insurance Backed Guarantee.

 8.5. Clearly explain its terms and duration.

 8.6. Clearly explain where the operation of a guarantee is conditional upon appropriate use
or maintenance by the Customer.

 8.7. Explain if and why certain parts of the work are not under guarantee.

 8.8. Where relevant and legally viable, pass on a manufacturer guarantee to the Customer.

9. Which? Trusted Traders online content

 You agree that in using the Which? Trusted Traders website (the “Website”) you will

 comply with the terms relevant to the Website including the Website’s Terms and

 Conditions of Use, the Which? General Terms, the Website Privacy Policy and the Website
Commenting Guidelines.

10. Employment, health and safety, education and training

 You shall comply with all aspects of the “What is Expected of You” document in relation
to employment, health and safety and training.

11. Insurance

 You must

 11.1. Maintain adequate insurance policies to cover all relevant risks including, but not

 limited to, employers and public liability insurance.

 11.2. Provide evidence of all relevant insurance policies upon request.

12. Fair trading

 You should refer to our “What is Expected of You” documentation and comply
with all aspects of it in relation to fair trading.


13. Advertising

 All advertising relating to the products or services provided by the Trusted Trader shall
be legal, decent, honest and truthful and all claims howsoever made must be able to be

14. The Trusted trader icon

 You must use the Trusted trader icon soley in connection with your approved business
activities as further described in the Which? Trusted Traders Agreement and User Regulations.

15. Marketing and publicity

 The ways in which you may refer to Which? and the Scheme is set out in the Which? Trusted
Traders Agreement.

 You must not, in any event, present Which? in a detrimental, unfair or malicious way,
or in any way that damages Which?’s reputation or goodwill.

Code of Conduct

16. Complaints policy

 You shall

 16.1. Document all complaints received from Customers in a written complaints log and
retain this information for a minimum period of 2 years.

 16.2. Acknowledge and offer a course of action to the Customer within 28 days for

 all complaints.

 16.3. If agreed by the Customer, carry out such remedial action within 8 weeks from the
date of Customer agreement.

 16.4. Try your best to settle complaints amicably with the Customer.

 16.5. Offer Customers full details of why a complaint will not be upheld if relevant.

 16.6. If complaints cannot be resolved between you and the Customer you will cooperate
with Ombudsman Services and comply with any decision in relation to the complaint.

17. Ombudsman Services

 You agree that, as a Which? Trusted trader, you shall be subject to the procedure and
requirements of Ombudsman Services. Ombudsman Services is a not for profit company
that provides an independent, expert dispute resolution service to our Which? Trusted
traders and their customers. In the event that a complaint cannot be resolved between you
and the Customer under the Complaints policy outlined above, either party can contact

 Ombudsman Services via the Which? Trusted Traders telephone number.

 Ombudsman Services investigate complaints fairly and the service focuses on

 encouraging early agreed resolution wherever possible. Ombudsman Services is entirely
independent, meaning that they assess the facts of each individual case. They do not take
sides and make decisions based on the facts. The relevant terms relating to Ombudsman
Services are detailed in Schedule 4 of the Which? Trusted Traders Agreement.

Code of Conduct

Call: 01992 825 010

Email: trustedtraders@which.co.uk



Palace Roofline Ltd

414 Chatsworth Road, Brampton, Chesterfield,
Derbyshire, S40 3BQ.

Telephone: 01246 277215

Email: sales@palaceroofline.co.uk