I'm considering hiring a 'Trusted Trader' and want to understand the scheme's reliability. What specific actions must a 'Trusted Trader' take to ensure good customer service and handle complaints according to their 'Code of Practice'? Additionally, what are the two most important types of checks performed during the 'Vetting Process' that assure me of a trader's trustworthiness? Finally, if I have a complaint, what are the first two steps I should take, and is the Alternative Dispute Resolution (ADR) service free and binding for me?
Navigate to 'trustedtrader.scot'. Click on the 'Code of Practice' link. Identify specific actions related to customer service and complaint handling within the 'Code of Practice'. Navigate to the 'Vetting Process' page. Identify the two most important types of checks performed during the 'Vetting Process' from a consumer's perspective. Navigate to the 'Complaints Process' page. Identify the first two steps a consumer should take when reporting a complaint. Determine if the Alternative Dispute Resolution (ADR) service is free for consumers and if its decisions are binding on consumers. Synthesize all collected information into a concise answer.
The agent states that 'Trusted Traders' must adequately train their staff, deal with complaints promptly and effectively, and actively collect customer feedback. The agent identifies 'Business checks' (e.g., searching for previous complaints/intelligence reports, checking for ASA adjudications) and 'Business owner checks' (e.g., Companies House Director Report, confirming public liability insurance) as the two most important types of checks. The agent states that the first two steps for a consumer with a complaint are to try and resolve the issue directly with the trader, and if unsatisfied, request a copy of the trader’s complaint process and make the complaint in writing. The agent states that the ADR service is free for consumers. The agent states that ADR decisions are binding on members but not on consumers.