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General guidelines for firms on meeting the Trusted Trader Scheme commitment to fair and honest trading:

  1. All advertisements that are produced in connection with your firm must comply with all relevant advertising legislation.
  2. Where appropriate, you shall provide, in advance of the contract, clear and accurate information regarding key terms and conditions of the contract. Consumer contracts shall comply with all relevant guidance produced by the Business Companion and available at the website
  3. When an additional or manufacturers guarantee or warranty is offered to consumers, it will be made clear that they are in addition to the 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.
  4. Where appropriate, full written information concerning the contract should be provided to the consumer.
  5. Member firms shall give clear information regarding cancellation rights that customers may have, whether these are statutory or additional rights.
  6. 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.
  7. 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.
  8. In the event of a complaint, you should fully cooperate with any appropriate intermediary acting for the consumer.
  9. 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, preferably in writing. Where an agreed delivery date cannot be met then a suitable alternative or appropriate remedy shall be offered to the consumer.


Where a member subcontracts all or part of any work, then the member must make the subcontractor aware of obligations under these terms and conditions, and must guarantee the work of the subcontractor to the same standard as the member firm.