As a Which? Approved Trader, we adhere to the highest standard in renewable installations.
The Which? Trusted Trader Code of Conduct sets out the standards that all endorsed traders must follow to ensure fairness, transparency, and professionalism in their dealings with customers. It covers areas such as providing clear and accurate quotations, carrying out work to a high standard, respecting consumer rights, handling complaints promptly, and maintaining honesty in advertising and communication. The code is designed to protect consumers and give them confidence when choosing a Which? Trusted Trader.
Our Code of Conduct for your Peace of Mind
What is a Which? Trusted Trader?
Which? Trusted Traders is an endorsement scheme that recognises reputable local traders. This includes all kinds of home improvement professionals. The scheme raises standards for consumers by setting a benchmark that all traders need to meet before they can be endorsed.
Just like the Best Buy logo, the Which? Trusted Trader logo is a sign of reputation and trust.
Did we meet your expectations?
As a Which? Trusted Trader, we are committed to delivering high-quality service that puts our customers first.
Your feedback helps us ensure we meet the standards set out in the Which? Trader Code of Conduct.
How to avoid rogue traders
According to our assessors, you should be cautious of a trader if they:
are vague about their address – dishonest traders don’t want to be traced
regularly change their company name and phone numbers
have a lack of paperwork and give no written quotes
are missing key company information from their invoices
need you to pay upfront and in cash
don't give you cancellation rights – dodgy traders want to be in and out quickly.
While not everyone who meets these criteria is a deceitful trader, most dodgy traders do operate this way.
Look out for accredited installers.
Ideally, you should go for a trader or company that’s registered with the relevant accredited trade bodies and an Alternative Dispute Resolution (ADR) scheme. This will make things a lot easier if something goes wrong. All Which? Trusted Traders must be signed up to an ADR scheme.
Find out their availability, and remember that great tradespeople are often booked in advance and may not be available to start work immediately.
Make sure you check affiliations and certificates, particularly if the job involves electrical work – don’t just take their word for it.
Business Complaint Procedure
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract termsand to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Complaints Policy
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement.
If you choose to, you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
