User guide
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How Trusted Traders can help you
We look at how you can make the most of reliable local tradespeople and explore techniques for ensuring the relationship survives any challenges.
People have relied on Which? for decades when making buying decisions on household goods and gadgets. Nowadays, many of the big cost-of-living spends involve having work done on your home or vehicle. From getting your oven professionally cleaned or a boiler installed, to having a full-blown extension on your house, the price of the job, how smoothly it runs and how pleased you are with the end result can all come down to who you employ to do the work.
This is why, in 2013, we started the Which? Trusted Traders scheme.
What is Which? Trusted Traders?
Which? Trusted Traders is an endorsement scheme that recognises reputable traders in the home improvement and motor industries, such as plumbers, mechanics and double-glazing installers.
The service aims to raise standards for consumers, by setting a benchmark that all traders must meet before they can be endorsed. Traders who undergo our vetting scheme and meet the standards we set can become a Which? Trusted Trader. This means they can display our Which? Trusted Trader logo on their branding and promotional material.
How does a trader become a Which? Trusted Trader?
We undertake an in-depth assessment process using trading standards professionals, which includes:
- Obtaining a credit report This validates the financial health of the business.
- Investigating customer satisfaction Our endorsement team will contact a selection of customers from a trader's most recent work to check references.
- Examining business procedures A thorough delve into procedures lets us see if the business has consumer interests in mind.
- Interviewing and assessing This includes a face-to-face visit and interview carried out by a Which? trading standards professional to fully understand all aspects of how the business is run.
- Report Businesses receive a report of the assessment that provides feedback from our experienced assessors to ensure that they meet our high standards before they are allowed to join the scheme.
If a trader or business passes all these checks, it is now able to choose to join the scheme, as long as it agrees to abide by the Which? Trusted Trader terms and conditions, Code of Conduct and pays the membership fees.
Why use a Which? Trusted Trader?
Which? Trusted Traders helps you to find a trader that you can rely on. You have the reassurance that they have been endorsed by a respected consumer organisation.
How much does it cost for you to use Which? Trusted Traders?
It’s free. Whether you're a Which? member or not, everyone is welcome to use Which? Trusted Traders to find local, endorsed traders.
How do I find traders?
Which? Trusted Traders all have profiles on our website, which includes their contact details, business websites, information about their business, pictures of their work and reviews from other users. All the reviews are moderated for authenticity, and we welcome both positive and negative feedback for Which? Trusted Traders.
You can find Which? Trusted Traders in your area by searching for the specific trade you need, such as plumbers, electricians or mechanics, together with your postcode or local area.
Once a trader is endorsed, they are reassessed on an ongoing basis. We can do this at any point during their endorsement by checking, for example, their financial health and insurance.
How to work with a trader
If you and your chosen trader are both on the same page when it comes to expectations about timings, costs and materials, it’ll keep stress levels down. If you’ve chosen a Which? Trusted Trader then you can be confident that the company is in good financial shape and adequately insured.
Here are a few tasks to tick off before work starts:
Before the work starts
- Check key dates Are there any particular deadlines you need the trader to meet?
- Quotes and cost breakdown This will help you to see if cheaper quotes are cutting corners.
- Is a deposit necessary? You should get a firm quote for the full cost of the work, and deposits should only be needed if they have to buy goods.
- Contract Read the contract – the basics to look out for include price and agreed start and finish dates. Check that any damage as a result of the work will be fixed at their expense.
During the work
- Materials If you’re providing any materials, make sure they are ready in good time.
- Communication Establish how and when you will communicate. To minimise disruption, be sure you know who will be around to let them in.
- Something not right? Raise concerns as soon as you have them and agree any additional work in writing.
At the end
- Payment It should be clear at the end of the job exactly how much you owe. Your trader will send you an invoice. BACS transfers are now a much more popular payment method than cheques.
The Trusted Traders site offers more advice on how to work with your trader.
Our detailed complaints process on our FAQs page takes you through what to do if you encounter a problem with a Which? Trusted Trader. All Which? Trusted Traders are members of an alternative dispute resolution service, which gives you recourse to an independent ombudsman in the event of a dispute. If the company you use doesn’t have this membership, you may have to resort to costly and lengthy legal action. See Your consumer rights if your big project stalls for more on this.