Don’t get ripped-off by a "rogue trader". This essential guide shows you where to find the most reputable installers, how to employ them – and what to do if things do go wrong.
TRUSTMARK
By choosing the services of a TrustMark-registered firm, you can be confident that it operates according to the very highest industry
standards set out by the Government.
Why you can rely on the TrustMark logo
The company you choose is operating to standards endorsed by Government.
The firm has signed up to a code of practice that includes insurance, good health and safety practices and customer care.
Deposits are protected, should the business fail.
A standard or optional warranty is available to guarantee satisfactory workmanship.
If you have a problem or disagreement with the firm, there is a clear and user-friendly complaints procedure to help resolve the issue.
How to get the best from your installer
Obtain estimates from at least three different firms.
Be clear about what you want and request written details and quotations. If there is a large variation in the quotations received, ask why.
Ask for references and inspect previous work.
Use members of recognised trade associations such as the HVCA. Third-party independent inspection and assessment ensures that all HVCA members keep standards high. Check membership details carefully, as rogue traders will often falsely claim membership of reputable organisations.
Ask about guarantees, particularly if the job is relatively large and expensive. Ask for work to be covered by an insurance-backed warranty and check that the relevant trade association independently verifies its members' competence.
Use a written contract that specifies the work to be carried out, start and finish dates, the total cost and how payments are to be made.
Keep a record of the progress of the work, making a note of all instructions given and all payments already made.
Be sure to get what you've paid for
Discuss any problems with your installer, so that he has the chance
to put it right.
If this does not work, put your complaint in writing.
Keep copies of any letters or e-mails sent, and notes of conversations.
Take your complaint to Trading Standards, to a relevant trade association or to a solicitor.
If the installer you have selected is a member of the HVCA, go directly to the HVCA or to TrustMark – a free-of-charge complaints procedure is available in both cases.
Protect yourself from rogue traders
Avoid dealing in cash. If this is unavoidable, make sure you get a receipt for every payment.
Never pay for your work in full before it has been carried out.
Once you have handed over your payment, it will be difficult to put things right if they go wrong.
Only make the final payment when you are satisfied with the work.
