Which? Trusted Traders is an endorsement scheme that recognises trustworthy traders. Businesses that pass our rigorous assessment can go on to display our iconic badge and demonstrate to consumers that they have met our high standards.
Which? understands that one of the most stressful things in life is moving house. By choosing a Which? Trusted Trader removal firms can help reduce that stress by giving you the confidence that your possessions will be taken care of by a reliable and trustworthy business that has been rigorously vetted by a team of industry standard professionals.
What can you expect from the Removal companies we endorse?
- Only undertake work that they are competent to do
- Provide customers with a clear breakdown detailing the all inclusive cost of the job before any commitment is made. Where this is not possible due to variable factors, these variables must be clearly defined
- Contracts should be confirmed at least 10 days before a move. Endeavour to stick to the agreed timeline and cost
- Provide customers with an updated quote should any changes to the initial agreement be made
- Treat customers’ homes & possessions with respect. If any damage is caused to property or possessions by the removal company they should meet all costs necessary to put the customer back to the position they would have been in had its actions not caused the damage
- If possessions are being stored, they must be stored adequately to protect them from damage, pilferage, and confusion with other consignments and the customer must be given a detailed log of their possessions in storage
- Be open and approachable with any queries
The following practices are not accepted by Which? Trusted Traders:
- Large deposit taken with no means of protection
- Doorstep sales or cold calling
- Poor after sales service and no way to raise complaints
- Poor workmanship or poor product
- Delays to work starting and while work is being undertaken
- Lack of communication
- Pressure selling and not offering cancellation rights
- Lack of care for consumer’s property and possessions
Raising standards
Which? has been the UK’s consumer champion for more than 60 years. We exist to make life simpler, fairer and safer for everyone. Through our rigorous testing and thorough vetting process we are raising industry standards so that customers feel reassured and confident in choosing a product or service that has been endorsed by Which?.
Which?’s rigorous vetting process
Prospective traders go through a rigorous four-step process before they can become endorsed as a Which? Trusted Trader:
Step 1 - Application & Eligibility Traders must pass our initial criteria for the scheme, which includes answering preliminary questions and providing all necessary information and documents for approval.
Step 2 - Initial Assessment One of our experienced team will call the trader to discuss their application in more detail, and we will run a credit check to look at the business’ financial health, check its trading history and run background checks.
Step 3 - The Assessor Visit One of our trading standards assessors will visit the trader’s premises for a face-to-face assessment to ensure the trader meets our standards within the glass and glazing industry . We want to be certain that the trader is competent to carry out the work we endorse them for, and also meets consumer law requirements and understands their obligations under the Consumer Rights Act.
Step 4 - Post Assessment Customer references are checked on every trader’s application, their insurances are validated and a DBS certificate is required. We give traders 30 days to complete any ‘actions’ that we feel need to be resolved before we are happy to proceed. Once the criteria has been met, a senior member of our assessment team will sign off the application and the trader can join the scheme.
Ongoing assessments to prevent consumer detriment
Which? is the consumer's champion, and reducing customer detriment is our number one priority. All of the traders we work with have undergone a strict assessment process in order to become endorsed, but our standards don’t stop there.
We continuously monitor and undertake ongoing assessments that check a traders’ insurance, criminal record (DBS), complaints handling, credit, company details and wider business intelligence. All of our assessors are former Trading Standards Officers who are passionate about keeping our standards at the highest possible level.
One of the reasons Which? Trusted Traders was created to raise industry standards, which is why we have established partnerships with leading industry trade bodies such as Move Assured.
Here’s what our Head Assessor Phil Thomas has to say about his role at Which? Trusted Traders: “As a Trading Standards Officer I have spent my whole career protecting consumers, so I am pleased to be able to use my skills and experience to continue to reduce consumer detriment. Which?, as you would expect, does it properly, which is why I work for them. I am proud of the traders we have in our scheme and that we are making a massive contribution to reducing consumer detriment”.
Do you know a reliable trader? Recommend them to us and if they get endorsed we'll reward you with £40 worth of vouchers.
Work to a code of conduct
Our strict code of conduct is what helps to differentiate the businesses we work with from their competitors. The code of conduct sets out the standards that we expect traders on the scheme to maintain, and is designed to ensure that all endorsed traders are following the best possible business practices for the benefit of consumers.
Our high standards help offer consumers an extra layer of security and reassurance that endorsed traders are adhering to the rules and guidance offered by Which?. Beyond this, we also expect all traders to work in an honest, trustworthy and fair manner.
We review and update the code of conduct regularly to ensure it remains relevant and up-to-date with any changes in legislation or the scheme itself. We aim to provide clear guidance on the standards and approach for each of the businesses that we endorse.
Moderated customer reviews
Researching a company and reading their reviews will offer valuable guidance as to whether they are the right company for the job. It can be hard to know whether a review is genuine or not, which is why you should use a trusted website.
At Which? Trusted Traders we pride ourselves on moderating 100% of our reviews. We have a dedicated team who are committed to checking the authenticity of each review we receive. This can involve checking IP addresses, speaking to the reviewer on the phone and requesting documents relating to the work, such as proof of purchase. We also ensure that customers have not been pressured or influenced in any way to leave the review.
Our process helps to protect the businesses we work with from fake reviews, and ensures that the review is a genuine account of the customer's experience. This allows customers to make informed decisions from feedback that they can trust.
Access to a Alternative Dispute Resolution
Which? Trusted Traders recognises how important it is for consumers to have that extra peace of mind when choosing a business to come into your home. Our endorsement requires traders to have a comprehensive complaints process in place, and that any issues are addressed in a timely manner, so they can be dealt with efficiently and effectively.
In instances where a complaint cannot be resolved, customers can escalate the complaint to the Dispute Resolution Ombudsman, an impartial and independent arbitrator who will make a ruling on the case and help you get to a resolution.
Do you know a reliable trader? Recommend them to us and if they get endorsed we'll reward you with £40 worth of vouchers.
More about our code of conduct
Find out out more about the Which? Trusted Trader scheme
Find out about how to make a complaint about one of our endorsed businesses