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FAQs for consumers

  1. Which? Trusted trader frequently asked questions
  2. What is Which? Trusted Traders?

    Which? Trusted Traders is an endorsement scheme that recognises reputable traders in the home improvement and motor industries. We also endorse traders from a variety of other service areas such as computer repairs.

    The aim of Which? Trusted Traders is to raise the standard of the trade industry for consumers, by setting a benchmark we expect all traders to meet before they can become endorsed. All traders who successfully pass our assessment process become a Which? Trusted trader and can use the icon on their branding and promotional material.

  3. How are Which? Trusted traders assessed?

    Businesses wishing to become endorsed as a Which? Trusted trader must undergo a rigorous assessment process. This includes credit and customer reference checks, and a visit from a Which? Trusted Traders assessor. The visit includes an assessment of various aspects of the business such as administrative processes, documentation and complaints procedures.

    Only traders who satisfy this assessment process are awarded Which? Trusted trader status.

  4. Are all the businesses on the website endorsed Which? Trusted traders?

    When you search for a trader on the website, you will be presented with Which? Trusted traders first. However you can also view non-endorsed directory listings by unticking “Show only Which? Trusted Traders”.

    As non-endorsed directory listing traders have not been assessed, it should be taken into consideration that Which? Trusted Traders does not hold any responsibility for their services should an issue arise. All Which? Trusted traders are identifiable by their Which? Trusted trader logo.

  5. How often are traders checked once they are endorsed?

    Once traders are endorsed, this status lasts for 12 months. When a trader’s membership is up for renewal, they will be re-assessed before they are endorsed again.

  6. I have a complaint against a Which? Trusted trader - what do I need to do?

    Which? Trusted traders must comply with the terms of our code of conduct and What is expected of you guidance. This means a Which? Trusted trader agrees to address any complaint. Consumers also have obligations. The action or actions causing the complaint must have taken place whilst the trader was/is an endorsed Which? Trusted trader. Additionally, the problem must be reported within twelve months of discovery.

    Thereafter, customers must write to the trader outlining the complaint. The trader then has 28 days to acknowledge the complaint and either provide a resolution or a letter of deadlock.

    After this period, the trader has 8 weeks to agree a resolution with the consumer. If the trader does not respond within this period, or if a letter of deadlock has already been sent, Dispute Resolution Ombudsman can case-manage the complaint. Dispute Resolution Ombudsman is a not-for-profit company that provides an independent dispute resolution service to Which? Trusted traders and their customers. Our guide to how to make a complaint has more details on our complaints procedure.

  7. What makes Which? Trusted Traders different?

    We focus solely on bringing reputable and trustworthy traders to consumers without compromising on quality. We not only check our traders by examining references or qualifications, our vetting procedure is thorough and businesses are visited by an experienced Which? Trusted Traders assessor who ensures that each business or trader meets the Which? Trusted Traders standard.

    Additionally, as a consumer champion, we go the extra mile to ensure that should any dispute arise, there are procedures in place to resolve this. We provide this service free of charge for any customer of a Which? Trusted trader. All our reviews are moderated for authenticity, and we welcome both positive and negative feedback for Which? Trusted traders.

     

  8. How much does it cost to use Which? Trusted Traders?

    Which? Trusted Traders is completely free and open to the public.

  9. Can I recommend a trader for the scheme?

    Yes. If you know, or have recently used, an excellent trader then please fill out some details on the recommend a trader page.

  10. Why do I need to register to leave a review?

    We require all reviewers to register online so we can validate review submissions. In addition, we may need to contact you about your review.

  11. Can I remove/edit my review?

    Yes, please email us with the details on trustedtraders@which.co.uk

  12. Can I leave a negative review?

    Yes. However,  if your review breaches our Terms and conditions then it will be removed and we will contact you directly to advise. Traders are notified when they receive a negative review. Potentially we may temporarily remove your review and conduct further correspondence, based on feedback from the trader. We may also request that you prove the work to us privately e.g. an invoice, receipt etc.Throughout any further correspondence, we will maintain your privacy.

  13. How do I report a review?

    If you notice that a review breaches our Terms and conditions, please let us know by clicking on “Report as inappropriate” next to the offending review.

  14. What are Which? Local reviews?

    Which? Local is a business recommendation service, exclusive to Which? Members. Some Which? Trusted traders may also have Which? member recommendations on Which? Local, and these reviews are periodically carried over to the Which? Trusted Traders website.

  15. How do you know the reviews are genuine?

    All our reviews are checked for authenticity by our team of moderators. The moderators have access to a wide range of resources to ensure that the reviews written adhere to the user generated content Terms and conditions.

    If you have any further questions or queries which are not covered here, please feel free to contact us by email on trustedtraders@which.co.uk.

  16. What is the difference between a 'Which? Trusted trader' and a 'Which? member recommended' trader?

    Every ‘Which? Trusted trader’ has been assessed and checked by Which? trading standards professionals, before being endorsed. They are allowed to use the Which? Trusted trader endorsement icon and should something go wrong their customers have access to independent dispute resolution through Dispute Resolution Ombudsman.

    A ‘Which? member recommended trader is a trader who has been positively recommended by one or more Which? members. Members have been recommending and sharing reviews about these traders since 2007 on our member only site Which? Local, where their reviews can only be seen by our members. We do however display the contact details for these Which? member recommended traders through our Which? Trusted Traders site to allow consumers greater choice in locations where there are less endorsed Which? Trusted traders.

  17. What makes a Which? Trusted trader in Hertfordshire different? 

    Which? has partnered with Hertfordshire trading standards to create a joint endorsement scheme. Every 'Which? Trusted trader' has been assessed and checked by Which? trading standards professionals, additionally traders in the joint scheme have a DBS check and are subject to a Trading Standards intelligence check.

  18. How do I get in touch? 

    We can be contacted on 0117 981 2929 alternatively if you would like to get in touch via email send your queries through to trustedtraders@which.co.uk. You can also contact us on Facebook or Twitter 

 

 

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