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 help reduce the risk of consumers engaging with rogue, dishonest or unscrupulous tradespeople and businesses.

We have two separate Customer Charters covering distinct areas of the scheme. Each Charter explains how the relevant service operates and sets out the standards that participating tradespeople and businesses are expected to meet.

This Customer Charter relates specifically to our Home Improvement service. It applies to tradespeople who attend consumers’ homes to carry out home improvement, maintenance or repair work, including builders, roofers, electricians and plumbers, among other trades.

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 quotation within 10 full working days, or sooner where reasonably practicable. If the customer decides to proceed with the work, the tradesperson will then provide the appropriate consumer contract documentation, together with a copy of the quotation, before the work begins, 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

No Rogue Traders Here operates across two distinct areas, each supported by its own Customer Charter.

The first covers home improvement tradespeople who visit consumers’ homes to carry out work. As this involves access to private property and may present a greater potential risk to consumers, participating tradespeople undergo more extensive vetting, checks and ongoing monitoring as part of our consumer protection scheme.

This Customer Charter relates specifically to our Live Services Directory, which features a wider range of businesses that consumers would typically visit themselves, including shops, restaurants and professional service providers.

Businesses listed within the Live Services Directory are not approved home improvement tradespeople under the No Rogue Traders Here consumer protection scheme and are not reviewed by Trading Standards. They do not undergo the same level of identity checks, credit checks or direct job monitoring as tradespeople participating in our home improvement scheme.

Directory listings are based on information provided by businesses during registration, together with any feedback subsequently received about customers’ experiences.

The standards within this Charter are intended to encourage fair, reliable and professional conduct. Where a listed business persistently fails to meet these standards and does not take reasonable steps to address any concerns raised, it may be removed from the Live Services Directory. By following these standards, participating businesses help contribute to a more transparent and reliable marketplace for consumers.

Each individual business remains responsible for complying with all legal and regulatory requirements that apply to its activities.

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.