Guide to trading fairly

General requirements for traders on meeting the Trusted Trader scheme commitment to fair and honest trading:

  1. Traders must comply with all applicable legislation, including but not limited to:

    • The Provision of services Regulations 2009

    • The Consumer Contracts (Information, cancellation and Additional Charges) regulations 2013

    • Electronic Commerce (EC Directive) Regulations 2002

    • Consumer Protection from Unfair Trading Regulations 2008

    • The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015

    • Consumer Rights Act 2015

    • Consumer Protection Act 1987

  2. All advertisement that are produced in connection with the trader’s business must comply with all advertising legislation.

  3. Where appropriate, in advance of any contact being entered into with a consumer, the trader shall provide in writing full, clear and accurate information regarding  key terms and conditions of the proposed contract.

  4. When additional guarantees or warranties are offered to consumers, it will be made clear that these are in addition to consumers’ statutory rights and are optional.  Details will be provided to consumers of the party that is responsible for the guarantee or warranty.  There must be no high pressure selling of additional guarantees or warranties.  Upon request, written details of any fee guarantee will be provided to the consumers.

  5. Member traders shall give clear information regarding cancellation rights that customers may have, whether these are statutory or additional rights.

  6. Member traders must be committed to providing a quality service to their customers.  By joining the Trusted Trader Scheme, traders are agreeing to fully comply with the criminal and civil law.

  7. Member traders shall respond to consumer enquiries promptly, even in cases where they are unable to take on work.

  8. Member traders must not seek to take advantage of vulnerable consumers and where it is reasonably practicable, firms shall offer additional assistance to consumers to ensure that all aspects of the transaction are fully understood.

  9. In the event of a complaint, member traders should fully co-operate with any appropriate intermediary acting for the consumer.

  10. 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.  Where an agreed delivery date cannot be met then a suitable alternative or appropriate remedy shall be offered to the consumer.


Where a member trader 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 for the consumer that the work of the subcontractor shall be of the same standard as that of the member trader.  Members must take full responsibility for the subcontractors work.