Complaints Procedure

We hope that you will not need to use this process. If we have carried out our checks correctly, the business you use should treat you fairly. However, we recognise that sometimes things will go wrong and this document explains how we will deal with any complaints that you may have about the business you have used.

 

1. If you have reason to complain about the standard of work that the business has provided for you, please raise your complaint with the business concerned at the earliest opportunity. We recommend that you speak to someone who is authorised to make decisions within the business. It may be that you are dealing with a sole trader, in which case there will be only one person to speak to, or the company may be bigger and you will need to raise the complaint with a manager or company owner.

 

2. If you are not satisfied with the response or the resolution offered by the business, you should complain formally by emailing or writing to the business, addressing your letter to the owner. Explain why you are not satisfied with the service you have received and why you think your complaint has not been resolved. You should ask the business to respond to your complaint within a reasonable time frame such as 10 days. Ensure that you keep a copy of your letter.

 

3. Hopefully, the business will deal with your complaint to your satisfaction, but if it remains unresolved, please contact "No Rogue Traders Here" using our contact page at www.noroguetradershere.com or writing to us at our address, explaining what has happened and what you have done so far to try to resolve it. We will acknowledge receipt of your complaint within 24 hours and will attempt to resolve your complaint within 14 days.

 

4. We will investigate your complaint with the business to determine who is at fault and what the possible solutions are. We will try to arrive at a solution that is acceptable to both parties. Where there is a difference of opinion about the standard of work or the price charged, we reserve the right to appoint a third party tradesperson taken from our list of approved traders to provide an independent opinion to inform our decision making process.

 

5. We will inform both parties of the result of our investigation and invite both to agree to our recommendations. If one or more party does not agree with our recommendations then we will pass the complaint to Trading Standards (where the dispute does not exceed £5000) to carry out its own enquiries.

 

6. Businesses who are members of our approved trader scheme have all agreed to be bound by the decision of Trading Standards should any dispute with a customer reach this stage. Trading Standards will investigate the complaint independently and decide whether the complaint is justified or not.

 

7. All our member traders have agreed that Trading Standards can share the results of its complaint investigations with us. Where we feel that the results of a Trading Standards investigation demonstrate that a trader has not behaved fairly towards a customer, we reserve the right to expel the trader from "No Rogue Traders Here" If the results of the Trading Standards investigation are inconclusive and Trading Standards is unable to reach a decision, the consumer may pursue the complaint through the small claims court.

Every business on our books:
  • Has been approved by Trading Standards
  • Has undergone identity, bankruptcy and credit checks
  • Has had a face-to-face meeting
  • Has had their qualifications verified
  • Has proven that all insurance and certification is up to date
  • Is continuously monitored regarding both quality and price
  • Is fully committed to our Professional Code of Conduct
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  • NRTH-5NRTH-6NRTH-7NRTH-8

Testimonials

  • " We have had many jobs completed on our home from traders that No Rogue Traders Here have recommended to us. All jobs were completed to a very high standard indeed. The confidence you get when using this service is incredible. Highly recommend."

  • " What can I say but outstanding. So few words to say what was done but so much was done. I would like to pass on my thanks for all your hard work. I would recommend you without hesitation."

  • " We are so happy with this company. They were very tidy and reliable and the perfect job done. Would have no problem recommending them. Well worth signing up to the consumer protection program."

  • " We have wanted a service like this for years. Fantastic thank you."

  • " We have used No Rogue Traders Here and their Trading Standards passed traders for 2 years now and the quality of the traders is 10/10. We are an elderly couple and feel very safe when using No Rogue Traders Here."

  • " Our landscaped garden is beautiful. Thank you so much to Neil and Les. A great service too from No Rogue Traders Here."

  • " We've had over 20 jobs done by No Rogue Traders Here traders and everyone has gone excellently. Its the 21st century way to choose traders. We we're a little apprehensive at first but how wrong we were...brilliant!."

  • " My central heating system has been fitted and I'm really pleased. I've used this service before and the traders are always very pleasant."

Contact Us

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Registered Office:
Digbeth Court
162-164 High Street

Digbeth
Birmingham B12 0LD

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