Buy With Confidence - Raise your issue with the firm

Buy With Confidence - Installation issue

Things can go wrong when you are having work undertaken and seeking a resolution can be a stressful journey.

Buy With Confidence and its signatory Trading Standards teams have worked together to provide you with a simple set of actions to follow that should help resolve your challenge.

If you believe that a Buy With Confidence-registered firm has not met your expected standards for an installation, you need to raise the issue immediately. If it is affecting your ability to stay within the home, we recommend you call the firm that carried out the works via the Resolver app on your phone. You can expect them to take action to put the issue right immediately, for free. 

In the event of an unresolved dispute, mediation offered through the Buy With Confidence scheme may be available to you.

If you require individual civil advice about your contract with a member business please contact the Citizens Advice Consumer Helpline on 03454 040506 – your enquiry can be viewed by trading standards.

If you require individual civil advice about your contract with a member business please contact the Citizens Advice Consumer Helpline on 03454 040506 – your enquiry can be viewed by trading standards.

In the event of an unresolved dispute, mediation offered through the Buy With Confidence scheme may be available to you.

How do businesses become Buy With Confidence members?

In order to become a Buy With Confidence member, a business must first apply or be recommended to join the scheme and must then pass a set of tailored background checks. Each applicant will have their complaints history reviewed and will receive a visit from Trading Standards. Good references are required from previous customers and applicants must agree to abide by the scheme’s code of conduct, which requires them to follow the letter and spirit of the law. Criminal records basic disclosure may also be required in some circumstances.

Only if all the scheme requirements are met, will a business be granted membership, and their conduct will continue to be monitored thereafter. We cannot promise that Buy With Confidence members’ work will be perfect every time, but you can expect any problems to be dealt with fairly by the business, and you can turn to Trading Standards for advice in the event of an unresolved issue.

All prospective members are thoroughly vetted by Trading Standards staff before being invited to join the scheme. The performance of members of the scheme is continuously monitored via the Citizen’s Advice Consumer Service and through customer feedback submitted directly to us. In the unlikely event that concerns are raised about a member we take appropriate action and if necessary will remove them from the scheme.

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