How we assess our traders

Which? Trusted Traders is an endorsement scheme run by Which? that recognises reputable traders who successfully pass an assessment process carried out by our trading standards professionals. Not just anyone can become endorsed. The assessment process includes:

Credit report

This is obtained to validate the financial health of a business who applies to be assessed.

Customer Satisfaction

The Which? Trusted Traders endorsement team will contact a selection of customers from a trader's most recent work to check references. (We don't carry out site visits to assess the trader's work.)

Business procedures

A thorough examination of business and administrative procedures to ensure that businesses have consumer interests in mind.

Interview and assessment

Our standard assessment includes a face to face visit and interview carried out by a Which? trading standards professional to fully understand all aspects of how the applicant runs their business.

Report

Businesses receive a report of the assessment, providing valuable feedback from our experienced assessors to ensure that they meet our high standards before they are allowed to join the scheme.

Endorsed trader

Having passed all these checks, the trader is now able to choose to join the scheme, agreeing to abide by the terms and conditions, Code of Conduct and pay the membership fees. They can now show their customers that they are an endorsed Which? Trusted Trader.

Who makes the grade?

Those who don't make the grade don't get endorsed. Due to the high demands of the assessment, not all businesses that apply get through the assessment process. Only those who meet our high standards can become Which? Trusted Traders.

If things go wrong

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.

If you feel the trader has not met the standards of the scheme please call us so we can log your complaint. Although we are unable to mediate please rest assured that all of our complaints are audited and used as compliance checks against the trader. If it is deemed that the trader has not acted in accordance with our guidelines we will take appropriate action

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, the consumer at this stage needs to notify Which? Trusted Traders to assess if the process has been followed and can therefore supply the case reference number to refer to Dispute Resolution Ombudsman.  

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