If you want to make a formal complaint about a Trusted Trader you should email: firstname.lastname@example.org or tel: 01629 536148
Feedback from customers is a key part of the Trusted Trader scheme. It helps other customers find reliable traders and tells us how well each Trusted Trader is doing.
There are two elements to customer feedback on the website:
- a satisfaction 'tick' rating which is shown for all Trusted Traders
- more detail in the form of feedback comments from customers who have used the trader
By using customer feedback we aim to ensure that those Trusted Traders who provide the best service are recognised.
There are many things to consider when choosing a trader and the online feedback is merely intended as a guide. Any comments are the opinions of other people. You need to be sure that trader you choose is right for you. We're not responsible for any loss you may suffer as a result.
How we collect feedback about Trusted Traders
We want to make sure that Trusted Traders are dealing with customers in a way which meets the rules of the scheme. Trusted Traders are required to leave feedback cards and encourage customers to fill them in.
If you don’t get a feedback card or you didn’t use the Trusted Trader you can still rate a Trusted Trader.
How we deal with customer feedback
National guidance issued by the Competition and Markets Authority in 2016 requires us to have procedures in place which allow the publication of all genuine, relevant and lawful feedback, regardless of whether any comments made are positive or negative.
We can’t accept anonymous feedback. We need your name and some way of contacting you (phone number or email address) in case we have to verify your feedback.
The feedback has to be about your experience with the Trusted Trader. This can include using them to do work in your home or to buy goods or services from. You can also give feedback if you tried to contact a Trusted Trader and weren't happy with their response, if they failed to keep appointments, or didn’t return calls. Your feedback must represent your genuinely held opinion about the service you received.
Feedback comments which are offensive, contain abusive language or defamatory remarks will not be published.
To safeguard the reputation of the scheme, we reserve the right not to publish any comment, in whole or in part, which is regarded as inappropriate in any way. Our decision in such cases is final.
How feedback ratings are developed
There are two parts of a customer's feedback which affect a Trusted Trader's rating.
Firstly, the customer's overall satisfaction with the Trusted Trader they used. If customers are 'very satisfied' the Trusted Trader gets the maximum five tick rating. We give four ticks for 'satisfied' and this continues all the way down to one tick in the rare cases where a customer is 'very dissatisfied'.
The level of satisfaction reported by the customer is their own opinion of the service they got from the Trusted Trader they used. It will always be used to update Trusted Trader's tick rating.
The overall tick rating for a Trusted Trader is an average of the individual satisfaction scores they've received from each customer giving feedback.
Secondly, we consider any additional customer comments. Customers are invited to give additional comments. Provided the comments are genuine, relevant and lawful they will be published on our website for others to see. This applies to both positive and negative comments. They may be checked and edited for spelling.
We won't publish the names or telephone numbers of any customers leaving feedback. And we won't disclose these details to third parties without the customer's consent.
We want our feedback system to be up to date. To do this, the tick ratings and comments we show are limited to feedback received over the last three years.
The tick rating and customer comments for each Trusted Trader are updated every two weeks.
Trading standards checks on feedback
We carry out checks on selected customer feedback to make sure that it is genuine, relevant and lawful.
Positive feedback is very much in the majority. It's not possible to verify each submission individually. We do periodic spot checks on positive feedback and reserve the right to speak to the person submitting it if we need to.
If we get negative feedback, we'll contact the person submitting it to verify that it is genuine, relevant and lawful. If it is, the national guidance we operate under requires us to publish it.
If we can’t make contact with the person submitting the negative feedback we'll not be able to establish that the feedback is genuine, relevant and lawful. So it will not be published.
When a negative comment is received from a customer, the Trusted Trader concerned will be informed of the comment before its publication. They are asked if they want to submit a response. Any response must be submitted within seven days and will be published with the customer’s comment.
Responses from members which don’t comply with our published rules on feedback will not be published. If no response is submitted by the member, the customer’s comment will be published in accordance with our feedback rules.
Members of the scheme don't have the right to block reviews that they do not agree with.
The process of inviting a response from the member concerned can't be open ended. It will be limited to consideration of the customer’s original feedback and one response from the member. We will not accept additional feedback submissions or responses.
If we find out that feedback we have published is not genuine, relevant or lawful, it will be removed.
Any Trusted Trader who abuses the feedback system by submitting fake positive reviews for their business, or submitting fake negative reviews for a competitor, will have their membership revoked.