Customer Charters

Our Standards for Businesses We List

1. THIS CUSTOMER CHARTER APPLIES SOLELY TO TRADESPEOPLE CARRYING OUT HOME IMPROVEMENT WORK

No Rogue Traders Here operates as an independent vetting and compliance service designed to reduce the risk of consumers engaging with rogue or unscrupulous tradespeople.

These Customer Charters set out the standards that tradespeople and businesses participating in the scheme are expected to meet, and explain how the scheme operates across two distinct areas.

The first relates to home improvement tradespeople who attend consumers’ homes to carry out work, including builders, roofers, electricians, plumbers, among others.

The second is the Live Services Directory, which provides visibility for a broader range of businesses that consumers will typically visit themselves, such as shops, restaurants, and professional services.

When arranging home improvement work, consumers can be exposed to a higher level of risk due to the nature of the services involved.

Home improvement work often involves a significant financial commitment and is typically carried out within private residential properties. The cost, complexity, and type of work involved can expose consumers to a substantial financial loss if they encounter a rogue trader or a tradesperson who fails to meet expected professional standards. For this reason, tradespeople operating under this Customer Charter are subject to enhanced vetting during the application process, together with ongoing monitoring thereafter.

These checks and monitoring activities may include consideration of any relevant complaint history held by Trading Standards, identity verification, review of information provided at registration, face-to-face engagement, and bankruptcy or insolvency status checks.

Where a tradesperson no longer meets the requirements of this Customer Charter, or where serious or repeated concerns arise that are not satisfactorily addressed, No Rogue Traders Here may take appropriate action. This may include increased monitoring, suspension, or removal from the scheme.

Responsibility for compliance with all applicable legal and regulatory requirements remains with the individual business.

Standards expected of tradespeople:

• Tradespeople are expected to provide a written or verbal quotation within 10 full working days, or sooner where reasonably practicable, and, where a verbal quotation is given, to confirm the quotation and required consumer contract information in a durable medium, such as paper, email, or PDF, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This guidance is provided for information only. It does not constitute legal advice or confirmation of compliance. Responsibility for complying with cancellation and consumer contract requirements remains with the individual tradesperson.

• Tradespeople are expected to hold appropriate licences where required for their trade, such as gas or electrical work, and to maintain appropriate public liability insurance covering the work they undertake.

This guidance is provided for information only. It does not constitute legal advice or confirmation of compliance. Responsibility for holding and maintaining valid licences and appropriate insurance remains with the individual tradesperson.

• Tradespeople are expected to hold a valid waste carrier licence, where required by law, when removing or transporting waste from your property, and to handle waste responsibly. Tradespeople are also expected to retain appropriate waste transfer documentation, such as waste transfer notes or consignment notes where applicable, and make this information available upon request.

This guidance is provided for information only. It does not constitute legal advice or confirmation of compliance. Responsibility for holding any required licence and for complying with applicable waste legislation remains with the individual tradesperson.

• Tradespeople are expected to comply with applicable building regulations and health and safety requirements as a minimum standard and to maintain appropriate trade-relevant awareness and training, including asbestos awareness where applicable.

This guidance is provided for information only. It does not constitute legal advice or confirmation of compliance. Responsibility for complying with building regulations and health and safety requirements remains with the individual tradesperson.

• Tradespeople are expected to carry out agreed works in accordance with the original quotation and agreed job specification.

• Tradespeople are expected to inform you in advance of any work that may result in additional costs.

• Tradespeople are expected to maintain a reasonable standard of workmanship and to provide a professional service.

• Tradespeople are expected to direct you back to No Rogue Traders Here where they are unable to provide a service you require, so that another registered tradesperson may be arranged.

• Tradespeople are expected to leave the work area reasonably clean and tidy upon completion.

• Tradespeople are expected to be realistic when providing estimated start and completion dates.

• Tradespeople are expected to keep appointments and arrive on time where reasonably possible.

• Tradespeople are expected to treat you, your property, and your belongings with respect.

• Tradespeople are expected to handle complaints in a prompt and professional manner.

2. THIS CUSTOMER CHARTER APPLIES SOLELY TO BUSINESSES LISTED WITHIN OUR LIVE SERVICES DIRECTORY

At No Rogue Traders Here, our scheme operates across two distinct areas.

The first covers home improvement tradespeople who visit consumers’ homes to carry out work. Because this type of work involves access to private property and a higher potential risk to consumers, these tradespeople are subject to more extensive vetting and ongoing oversight as part of our consumer protection scheme.

The second is our Live Services Directory, which provides visibility for a wider range of businesses that consumers will typically visit themselves, such as shops, restaurants, and professional services. These businesses are not approved tradespeople under the No Rogue Traders Here consumer protection scheme and are therefore not subject to the same level of vetting as home improvement tradespeople.

Businesses listed within the Live Services Directory are not approved by Trading Standards and do not undergo the same level of identity checks, credit checks, or direct job monitoring as tradespeople operating under our home improvement scheme. Listings are based on information provided at registration, together with feedback arising from customer experiences.

These standards are intended to promote fair and professional conduct. Where a business persistently fails to meet them, and does not take reasonable steps to address concerns, this may result in removal from the Live Services Directory. By adhering to these standards, listed businesses help contribute to a transparent and reliable marketplace for consumers.

Responsibility for compliance with all applicable legal and regulatory requirements remains with the individual business.

Standards expected of businesses in the Live Services Directory:

• Professional Conduct: Members are expected to conduct their business professionally and in accordance with applicable ethical and legal requirements.
• Quality of Service: Members are expected to provide services or products to a reasonable professional standard consistent with their sector.
• Transparency: Members are expected to provide clear and accurate information to customers regarding pricing, services offered, and any relevant terms and conditions.
• Timeliness: Members are expected to complete works within agreed timeframes and to communicate promptly with customers regarding any material delays.
• Customer Feedback: Members are expected to respond to customer feedback in a timely and professional manner.
• Insurance Coverage: Members are expected to hold and maintain any insurance cover required by law in relation to the services they provide.
• Documentation: Members are expected to maintain accurate records of transactions, contracts, and relevant communications.
• Continuous Improvement: Members are encouraged to take reasonable steps to maintain and improve their professional knowledge, skills, and service standards.