What is Which? Trusted Traders?

Which? Trusted Traders is an endorsement scheme which recognises reputable traders. The scheme aims to support trustworthy local businesses and to help customers find the right trader.

We initially launched the scheme in London and the surrounding areas, with a focus on the home improvement and motoring repairs industries. We now operate across the UK and will continue to expand to different industries.

Who can apply to become a Which? Trusted trader?

Traders that work in the home improvement and motoring repair industries can apply to become a Which? Trusted trader. We also endorse traders from a variety of other service areas such as computer repairs. Businesses must have been operating for a minimum of six months to be eligible for the scheme. Contact us on 020 3733 7750 or email trustedtraders@which.co.uk for more information. You can also apply online. 

How much does it cost to become a Which? Trusted trader?

Prices valid for applications from 1st July 2016.                                                                                                                   
Prices include one online profile. If you have more than one branch and wish to have more than one profile, there is an additional monthly fee per branch profile. For more information and costs please speak to your account manager during your application. 

Pricing bands correspond to the total number of people involved in the trader's business activities. This includes backroom staff, sales representatives and all those directly customer facing, even when these people are not directly employed by the company (i.e. subcontractors).

For companies with more than 19 employees and franchises, a higher rate applies please call 0117 981 2929 for more information. 

Who can use the Which? Trusted trader icon?

Only those businesses that pass our rigorous assessment process and become a Which? Trusted trader are able to benefit from use of the Which? Trusted trader icon for the period they are endorsed. The icon can be used across all business assets and promotional materials. So you’ll see it on websites, promotional leaflets, business cards, vans and more.

What’s involved in the assessment process and how long will it take?

The assessment process includes a credit check, 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 business processes, documentation, staff and complaints procedures, as well as ensuring an understanding and commitment to our key documents such as our code of conduct.

How long is the visit with the assessor and what does it involve?

The appointment takes place at the trader’s premises and usually takes around 90 minutes. During the visit, the Which? Trusted Traders assessor will ask to see the following: public and/or employers’ liability insurance documents; examples of any advertising, such as business cards, brochures or small ads; the invoice and receipts book;  a list of customers for the last year; details of all subcontractors that are used; any qualifications certificates held; and any trade association membership certificates held. for - quotations and invoices; complaints policy, a list of customers for the last year; details of all subcontractors that are used; any qualifications certificates held; and any trade association membership certificates held.

How long does the Which? Trusted trader status last?

Provided a trader continues to meet Which? Trusted Traders standards, their Which? Trusted trader status is valid for one year (subject to terms and conditions). We’ll perform checks as a trader’s endorsement approaches expiry to ensure the business still meets our standards and can continue to be a Which? Trusted trader for another year.

What if there’s a dispute between a Which? Trusted trader and a customer?

Which? Trusted traders must comply with the terms of our code of conduct and What’s Expected of You guidance. This means that a Which? Trusted trader agrees to address any customer complaints. Similarly, customers have obligations too – they must, for example, pay for the work, check building regulations and, if appropriate, get planning permission. So, in the first instance, the customer and trader should try to resolve any problems together.

If a problem can’t be resolved within the period specified in the code of conduct, the Which? Trusted trader must notify the customer that they can contact Dispute Resolution Ombudsman if they wish to pursue the matter further. The customer can then contact Dispute Resolution Ombudsman directly.

Dispute Resolution Ombudsman is a not-for-profit company that provides an independent dispute resolution service to Which? Trusted traders and their customers.

What happens if an endorsed trader does not continue to meet Which? Trusted Traders standards?

Once a trader becomes endorsed they have a duty to ensure they continue to meet Which? Trusted trader standards. We reserve the right to carry out checks throughout the year and to suspend or terminate an endorsement for a Which? Trusted trader should they fail to do so.

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.

How do I become a Which? Trusted trader in Hertfordshire?

To apply call Which? on 020 3733 7750 or apply online. The Which? Trusted Trader assessment process includes a finance check, customer reference checks and a visit from an assessor; additionally for traders in Hertfordshire you will be asked to complete a DBS check(s)* and need to agree for your details to be shared with Hertfordshire Trading Standards so they can check your business against their database. 

*One DBS check is needed per controlling mind of the business. Where there are multiple controlling minds i.e. partnerships, multiple DBS checks may be required.

I am a Which? Trusted Trader based in Hertfordshire, what does the new scheme mean for me?

At your annual reassessment we will ask you to do two small things to meet the new scheme's requirements:
1. Complete a DBS check(s)*.
2. Agree to share your details with Hertfordshire Trading Standards so they can check your business against their database.
If you would like to have the new scheme logo before your reassessment date, please contact your account manager on 0117 981 3899.

*One DBS check is needed per controlling mind of the business. Where there are multiple controlling minds i.e. partnerships, multiple DBS checks may be required.