COP Draft

[VillageIdiot2]

Hi guys, Here is the first fully written draft. Please spend some time to go throught it and raise any concerns/issues whatever as this will be what will be submitted to the OFT for pre application checks.

Adrian 🙂

Whitegoods Trade Association

Code of Practice.

Welcome to the Whitegoods Trade Association.

The Whitegoods Trade Association was formed in September 2007 when a group of like-minded repairers decided that a change was needed and an alternative to an existing trade association. The group decided to go their own way and form the association that would prove to serve its members appropriately, set and maintain high standard of Service that would benefit the Independent repairers and the consumer.
The Whitegoods Trade Association network is comprised of selected independent repairers that are able to demonstrate an ongoing commitment to the highest levels of technical and customer service. Our members are typically family run Businesses where the owner or proprietor is directly involved in the day to day running of the business. All of our members, will, as standard, participate in a programme of quality and performance checks to ensure prescribed standards are maintained.
An approved member may be recognised by its distinctive WTA Logo which features the wording Whitegoods Trade Association along with the blue WTA logo.

For more information on the Whitegoods Trade Association, please refer to http://www.whitegoodstradeassociation.org

Aims of the Whitegoods Trade Association Code of Practice.

We appreciate that it is not always straight forward for a consumer to make an informed choice as to the suitability of the services and standards being offered by an appliance repairer.
Quite understandably, many customers do not possess a thorough knowledge of how their appliances operate and equally, many repairers are unable to completely secure the confidence of the customers when they carry out a service or repair.
The purpose of this Code is to provide consumers with a clear guide as to the standards and practices that a WTA member will adhere to and upon this basis, we trust, the consumer can make an informed and favourable decision to use a Whitegoods Trade Association member.
WTA members are required to comply with the provisions of this Code; these provisions specify how a variety of customer handling measures and trade practices are to be conducted to the benefit of the customer. Furthermore, each WTA member is required to fulfil all relevant statutory and legal requirements, in particular those relating to Trading Standards, Health and Safety, Environmental Protection and Employment.
All WTA members and staff will receive training which enables the provisions of this Code to be put into practice, thus ensuring that the best possible service to the consumer is provided.
We also appreciate that despite the best efforts and intentions of the WTA, it is possible that a customer may nevertheless feel dissatisfied with the service they have received. Our Code, therefore, includes procedures to enable such situations to be dealt with fairly, speedily and at minimal cost.
The procedures outlined in this Code are additional to the legal rights assured to the consumer and the content of this Code is not intended to detract from such laws and their remedies.

Services Available from the Whitegoods Trade Association.

A WTA member will provide the following:

• General fault finding and problem identification. For example, work related to electronics and mechanical and systems on domestic appliances.
• In addition to the above, WTA members will also offer services related to:
• Cosmetic faults
• Mechanical faults
• Electrical faults

Please contact your local WTA member to determine the full range of services available.

Best Working Practices of the WTA.

This section of the Code explains the operational standards and procedures that WTA members will employ to ensure customers receive a proficient level of care and attention.

Customer Care

WTA members will:
• Not discriminate for any reason and will treat all customers with courtesy, respect and fairness.
• Make every effort to understand the customer’s requirements and expectations, and will not recommend or carry out work which is unnecessary or unnecessarily expensive.
• Prior to the commencement of work, ensure that the customer fully understands and agrees to the work which is to be carried out. That is, the content of the work, the parts required, the overall costs including VAT and warranty coverage.
• In the case of vulnerable or disadvantaged customers, demonstrate the highest level of patience, understanding, care and helpfulness to ensure that the customer has access to and is able to make a balanced and informed choice of services and/or products.
• Not use any high pressure selling techniques to carry out work, but will inform the customer of any action that in their opinion is to be recommended on the grounds of safety, reliability or simply good customer care.
• To be contactable by phone, fax and email.
• Carry a minimum of 2 million pounds public liability insurance.
• WTA members will be signed up to the Code of Practice as a condition of membership.

Costs and Charges

WTA members will:
• Offer and, if required, provide customers with a detailed written estimate that includes the cost of parts, labour, any other costs or services and VAT.
• Prior to commencement, seek customer authorisation for any work or costs that become apparent during the work phase but were not previously agreed.
• In the event of diagnostics work, provide costs prior to the commencement of work.

Completion Time

WTA members will:
• Provide the customer with a realistic completion time.
• Use a formal diary or management booking system to manage ongoing and future repairs.
• If a delay becomes unavoidable, give the customer as much notice as possible so as to allow the customer to agree alternative completion arrangements or to exercise the cancellation rights afforded by this Code.

Displaced Parts

WTA members will:
• Make available upon request parts removed or replaced, for customer inspection.

Invoicing

WTA members will:
• Provide an invoice which clearly shows as appropriate, details of labour charges, parts replaced and any consumables used.
• Ensure that the content and value of the final invoice will correspond to those details previously quoted, subject to additional work being authorised by the customer.
• Include on the final invoice recommendations or observations regarding the need for further work or concerns related to safety aspects.

Warranty (Guarantee)

WTA members will:
• Guarantee their work for a minimum of 6 Months parts and Labour.
• Respect and abide by the statutory rights afforded to customers by law.
• Provide customers with clear and accurate details of the warranty coverage before and after the completion of work.

After Sales Service

WTA members will:
• Respond promptly and effectively to any enquiries from customers relating to work they previously carried out.
• Investigate and rectify queries or problems associated with the original repair, wherever possible at no cost.
• Prior to the commencement of any additional work, discuss and agree with the customer any charges which have become apparent.
• Seek at all times to minimise any additional charges and ensure these charges are proportional to the original repair.

Workmanship / Service Call

WTA members will:
• Adhere to current Health & Safety requirements as stipulated in law.
• Make their best attempt to rectify the customer’s appliance on the first visit negating the need for a further service call.
• Always leave the customer’s appliance is a safe condition with no danger to the customer. If this requires the disconnection of the appliance then the engineer undertakes that responsibility of disconnection and documents this clearly as well as appraising the customer.
• After repairs the appliance is checked for function (specification test) and that it is in a safe condition for the customer to use.
• Wherever possible the appliance will be replaced back into situ as was or the customer fully appraised of the reason/s that this is not possible.
• Any used parts and packaging will be left tidy for inspection and correct disposal by the customer, in line with current legislation.

Spare Parts

WTA members will:
• Any spares required to be ordered, shall be ordered within two working days of the visit.
• Any information of delays with a spares order notified to the repairer will be relayed to the customer as soon as possible.
• Customers will not be charged for spares that they did not authorize and specifically request.
• Customers will not be charged for missing or damaged spares.

Commercial Practices of WTA members

This section of the Code describes how some important legal and commercial
Measures are handled by the WTA in order to give further support to its customers.

Contract Terms

WTA members will:
• Comply with the Unfair Terms in Consumer Contracts Regulations 1999. This ensures that the rights and obligations of the customer and the WTA member will be balanced and that contracts are presented in plain, easy to understand language.

Cancellation Rights

WTA members will:
• Allow the customer to cancel the repair/service agreement at any time, in writing, subject to any legal right to cancel the agreement without liability.
• Hold the customer liable for no more than any reasonable costs already incurred up to the time of cancellation. These costs may include labour and parts for work already completed plus the cost of other parts or services ordered or obtained but which cannot be cancelled, returned or resold.
• Where a repair/service agreement is cancelled, always minimise any costs to the customer.

Prepayments

WTA members will:
• In the event of a prepayment or deposit being made, provide a clear receipt which details the value of the payment made and the exact nature of the product and/or services that this payment relates to.
• Confirm to the customer how such a deposit or prepayment is protected by the WTA in the unlikely event that the WTA member ceases to trade.

Advertising & Promotion

WTA members will:
• Be legal, decent, honest and truthful and will comply with the British Codes of Advertising and Sales Promotion and any other relevant code of advertising and all other statutory requirements.

WTA registered retailer

WTA registered retailers will:

• Offer products and services, which will be clearly priced. Price tickets will clearly show the selling price.
• Give sound professional advice to assist the customer in reaching a satisfactory decision as to which appliance they wish to purchase.
• Attempt to be competitive on price and be truthful when offering price reductions for whatever reason.
• Offer a delivery and installation service where applicable or offer to arrange such service.
• Display a current list of delivery and installation charges for the customer to see.
• When offering any delivery / installation, charge a fair price for the work to be carried out.
• Display any installation exclusions on the current delivery / installation list.
• Will, where applicable, at the time of delivery offer to unpack the appliance and remove the packaging at the customer’s request. Offer to dispose of the old appliance in line with current WEEE legislation or, or advise the customer accordingly if unable to do so.
• Install the appliance so long as the installation conforms to current legislation.
• When installing new appliance, offer to dispose of the old appliance in line with current WEEE legislation or, advise the customer accordingly if unable to do so.
• Return to the customers home to resolve any installation faults, either rectify free of charge or advise customer of any remedial works which need to be carried out by a third party.
• At the customers request arrange for a service engineer to call should a fault occur within the guarantee period.
• Should a complaint arise, this should be resolved either by the retailer, or with the help of trading standards and / or the WTA.
• Comply with current legislation relating to Distance Selling if the retailer sells via any means other than face to face.

Handling Customer Complaints

The WTA member and the WTA have a strong commitment to customer satisfaction and therefore would like to work with the customer to resolve any complaint fairly and quickly. Should, despite these efforts, the complaint remain unresolved, then the customer has the option of pursuing independent arbitration. This section of the Code describes the complaint handling procedure.

Step 1: Complaining to the WTA member

• Should a customer feel dissatisfied then we would politely request that the customer complains first of all directly to the WTA member concerned. This may be done either in person, by phone or in writing.
• If a customer wishes to write to the WTA member but is unsure of whom to contact, then the WTA member will confirm the postal address and relevant contact name. If requested, the WTA member will supply this information in writing to the customer.
• Should the customer prefer to pursue a complaint through another person or a recognised consumer organisation like Trading Standards, Citizens Advice etc, then the WTA member will continue to cooperate fully to resolve the complaint.
• The WTA member will have in place a clear and accessible mechanism for recording and dealing with customer complaints. The responsibility for dealing with complaints will rest with the WTA members Principal or another nominated individual. Details of the appropriate person to contact.
• The WTA member will acknowledge written complaints within 5 working days of receipt.
• The WTA member will seek to resolve any complaint within 21 days of its receipt.

Step 2: Conciliation by the Whitegoods Trade Association.

• Should the WTA member be unable to resolve the complaint, then the WTA is willing to provide a free of charge conciliation service. That is, the WTA will work with the customer and the WTA member to resolve the customer’s complaint speedily and fairly. Customers should note that this service does not prevent them from seeking redress through other legal means.
• To use this service the customer is invited to contact the WTA directly on 0845 226 1272. Alternatively, if a customer wishes to write to the WTA directly then the address details of the WTA may be found at the back of the Code.
• In the case of customer telephone calls, the WTA will acknowledge the customer’s call and record details of the complaint immediately. The WTA will also discuss the nature and content of the complaint at that time or contact the customer within the next 5 working days to discuss the complaint.
• In the case of written complaints, The WTA will confirm in writing to the customer that the complaint has been received within 5 working days of its arrival at the WTA. Should the WTA require a written account of the complaint and/or need other information to investigate the complaint then the WTA will ask the customer to provide it.
• The WTA will endeavour to resolve the customer’s complaint within 21 working days of its receipt. The recommendations made by the WTA to resolve the complaint will be binding on the WTA member; however the customer remains free to reject the proposal made by WTA.

Step 3: Independent Arbitration

• Arbitration enables an independent expert to review information from the customer and the WTA member and based on this information; provide a ruling on how the complaint is to be resolved. The ruling of the Arbitrator is legally binding on the WTA member and the customer. Irrespective of whether or not the customer and/or the WTA member agree with the ruling, it is final and cannot be challenged.
• This Independent Arbitration service is only available if the customer has sought to resolve the complaint using the WTA conciliation service that is explained in step 2.
• Following on from the WTA conciliation service, the WTA will advise the customer in writing of its final conclusion regarding the customer’s complaint. Should the complaint remain unresolved then, providing no more than six months have elapsed since the receipt of the final conclusion letter from the WTA, the customer may use the independent arbitration service.
• This service is provided free of charge to the customer. However, the Arbitrator may make a financial award against the customer where the customer is considered to have been unreasonable or caused unnecessary expense and/or inconvenience to the WTA member.
• The independent arbitration service is provided by DRS-CIArb, a division of The Institute of Chartered Arbitrators. This organisation is wholly independent of the WTA and the WTA member. Customers must contact The Institute of Chartered Arbitrators directly to obtain the application form, their contact details appear at the back of this Code.

Customer Participation

Customers of the WTA network have a real opportunity to help make the WTA Code of Practice work to best possible effect, also to help the WTA monitor and improve the performance of individual WTA members. This section details how customers may assist.

Customer Opinion and Feedback

It is important for WTA members and the WTA to evaluate how successful we have been in achieving customer satisfaction. We strongly appreciate that customer comment, both good and bad, will help greatly in the development and application of this Code.
• Customers may contact the WTA directly to obtain a satisfaction card; contact details of the WTA appear at the end of the Code.

Customer Requirements

When a customer is arranging a repair and/or service, The WTA would respectfully remind customers that they can help the WTA member to meet their requirements by providing the fullest possible information.
Therefore, the WTA would kindly ask the customer to:
• Give as much information as possible, e.g. symptoms or concerns, or any previous repair history of the appliance.
• Feel free to fully discuss and understand the nature of the work that is to be undertaken.
• Be clear and agree any specific or special requirements that the WTA member is expected to meet.
• When discussing your requirements with the WTA member, please tell the telephone operator if your appliance is covered by a manufacturer’s warranty or an extended breakdown warranty. Please also advise the telephone operator of any policy documents that you have. This information is important since the WTA member will need to understand the conditions of this warranty so its terms may be adhered to.

Responsibilities of the WTA.

This section of the Code describes the responsibilities the WTA has to ensure that WTA members follow the provisions of this Code and also further develop the Code so that it remains of benefit to the consumer.

Monitoring and Compliance with this Code

To ensure that the WTA Code of Practice is adhered to, the WTA will:
• Audit the Best Working Practices, Technical and Customer provisions of each WTA member annually.
• Review and assess customer complaints and customer satisfaction feedback data to determine any need to revise this Code or take action against a WTA member. Our scheme allows for a variety of measures to occur, these range from actions to improve WTA members performance through to expulsion of a WTA member from the WTA network.

Monitoring and Compliance with this Code

To ensure the content of this Code remains relevant and appropriate, the WTA will:
• Endeavour to keep informed of the changes in consumer expectations, Best Working Practices and/or legislation. To this end the WTA will consult with consumer bodies to review the validity of the Code’s content and application.

Disciplinary Procedures.

To ensure that compliance of this Code is enforced, the WTA will:
• Subject those incidents of non-compliance which cannot be adequately addressed through the WTA quality development process to disciplinary measures.
• Apply disciplinary measures that will be proportional to the nature and circumstances of the non- compliance. These will range from a detailed review discussion with the WTA member, through to expulsion of the WTA member from the WTA network.

• In cases where disciplinary action resulted from a customer complaint, inform the customer directly of the action taken.
• Ensure that all disciplinary measures taken by the WTA are independently verified to ensure that such measures are applied on an objective, fair and uniform basis.

Contacts.

Whitegoods Trade Association
19-21 Nursery Street
Kilmarnock
KA1 1RQ

DRS-CIArb
12 Bloomsbury Square
London
WC1A 2LP
0207 421 7444

[aqualectric]

Re: COP Draft

What a superb piece of work, Adrian!! :tup:
I have read through the COP twice and the only thing it doesn’t mention is the WTA identity card scheme. In the first paragraph it says “An approved member may be recognized by it’s distinctive WTA logo which features the wording “Whitegoods Trade Association” along with the blue WTA logo. Should this be changed to:- An approved member can be recognized by his “Whitegoods Trade Association” identity card, which carries his company name, membership number, the WTA logo and the engineer’s skillset. The ID card also carries the WTA telephone number to further identify the individual in the photo for customer reassurance and security”.
Other than that, I can’t see anything that needs adding or elaborating. It encompasses everything we do, and the mechanisms that can be mobilized should a member be faced with a complaint.
The OFT should be more than satisfied with this; all we need now is the 2 years to pass until it’s rubber – stamped. :rolls:

Thanks Adrian!

Steve.

[iadom]

Re: COP Draft

Very comprehensive, an excellent piece of work Ade. 8)

Jim.

[VillageIdiot2]

Re: COP Draft

aqualectric wrote:I have read through the COP twice and the only thing it doesn’t mention is the WTA identity card scheme.

Hi Steve… That bit (in the first paragrapgh) refers to the WTA logo that will/would be displayed on members websites/ads etc. I didn’t want to put the ID card scheme into the COP because we then have to assume that every member will have one and will carry it to all jobs….? I know all members have acsess to them, but they aren’t mandatory for members.

Adrian 🙂

P.S….. I will be sending the COP to the OFT for pre application checks at the end of the month, so that gives everyone plenty of time to give thumbs up/down and any input 😉

[VillageIdiot2]

Re: COP Draft

Hi all…. I’m presuming we’re all happy with the above? I’m going to email it Monday morning to the OFT….. 😀

[kwatt]

I don’t have an issue.

K.

[iadom]

Re: COP Draft

:tup:

[Penguin45]

Re: COP Draft

Yup, excellent.

Chris.

[Del]

Re: COP Draft

Job’s a goodun’ Ade

[aqualectric]

Re: COP Draft

All present and correct……. :tup:

Good work Ade!!!

Steve.

[Lawrence]

Re: COP Draft

Looks good to me
Lawrence

[VillageIdiot2]

Re: COP Draft

It’s gone! Hopefully all will be OK with it and then the ‘wheels’ are definately moving! 😀

[VillageIdiot2]

Re: COP Draft

Reply from OFT:

Thank you for sending me your draft code of practice for an informal assessment against the core criteria of the Consumer Codes Approval Scheme.

This week, after tomorrow, I will be out of the office on business and will not have an opportunity to carry out my assessment until next week. I hope to send you my comments by 25 July.

Adrian 🙂

[VillageIdiot2]

Re: COP Draft

OK, a bit more work to do then, but this is the reply I’ve had… Deep breath!….

INFORMAL ASSESSMENT OF THE WHITEGOODS TRADE ASSOCIATION CONSUMER CODE UNDER THE OFFICE OF FAIR TRADING’S CONSUMER CODE’S APPROVAL SCHEME

1. Organisation

1a Code sponsors should have a significant influence on the sector.

Information not provided

The information we require here is:
• How many members you have
• How much of the sector your organisation/code covers
• Details of any involvement you have in industry/treading initiatives
• Details of how you have previously raised standards in your sector
• Where appropriate, details of any previous involvement your organisation has in raising standards in a sector which has a significant ethnic minority presence.

1b Compliance with the code shall be mandatory on code members.

Criterion not yet met

In the code under Responsibilities of the WTA, it states that:

This section of the Code describes the responsibilities the WTA has to ensure that WTA members follow the provisions of this Code and……..

We would advice that this statement be made clearer and strengthened. An example of the wordings for the statement is:

The code of practice is mandatory to members and they must comply with its requirements at all times.

Can you please confirm whether members sign a statement reaffirming their compliance with the code when renewing their membership annually? If there is a statement, can you please provide me with a copy?

1c Code sponsors shall have adequate resources and funding to ensure the objectives of the code are not compromised.

Information not provided

This criterion is aimed at ensuring Code Sponsors have adequate funding and staff to fulfil their obligations. What constitutes adequate recourses and funding depends on the size of the code sponsor, what the code requires them to do and the demand of the sector.

Evidence you could provide are:
• Details of staff numbers assigned to the administration of the code and a written statement that these are appropriate for the number of members you have
• Details of funds available to your organisation and a written statement that these funds are sufficient to cover the cost to operate your code of practice and undertake the monitoring requirements under the CCAS.

2. Preparation

2a Code Sponsors shall be able to demonstrate that organizations representing consumers, enforcement bodies and advisory services have been adequately consulted throughout the preparation of the code.

Criterion not yet met

This criterion is aimed at ensuring that the code of practice is relevant to real consumer needs. To achieve that, code sponsors will need to involve organisations that represent consumers, enforcement bodies and advisory services throughout the preparation of the code.

To meet this criterion, the OFT will undertake and fully co-ordinate the consultation process at this stage. Before WTA completes Stage One of the CCAS application process, you will need to provide evidence that you have acted on proposals or suggestions received from the advisory bodies.

2b Code Sponsors shall be able to demonstrate that organizations representing consumers, enforcement bodies and advisory services are being adequately consulted throughout the operation and monitoring of the code

Criterion not yet met

This criterion is aimed at ensuring that the code of practice stays relevant to real consumers needs. Code sponsors will involve advisory bodies throughout the preparation of the code and in the operation and monitoring of the code.

Evidence for criterion 2b is relevant for stage 2 approval only.

3. content

3a The code shall include measures directed at the removal or easing of consumer concerns and undesirable trade practices arising within the particular sector.

Information not provided

The aim of this criterion is to end undesirable trade practices in your sector and to ease consumer concerns about undesirable practices.

Code sponsors should be aware of particular issues in their sector that need to be addressed. Involving advisory bodies is a key factor in making sure these issues are addressed by the code. If they are not currently addressed by the code, we will need an explanation of why this is so.

Information we require to meet this criteria will include:
• Relevant requirement in your code that addresses specific consumer concerns or undesirable trade practices
• Information on how your organisation makes itself aware of consumer concerns and undesirable practices.
• Details of how you react to concerns that have been raised and the measures you have taken to ease them.

However, this criterion cannot be met till consultation done with consumer advisory bodies has been cleared.

3b The code shall require that code members ensure that their relevant staff know about and meet the terms of the code as well as their legal responsibilities. Appropriate training is to be provided.

Criterion met

The Code of Practice states that members must ensure that their staff know about and meet the terms of the Code as well as their legal responsibilities.

Aims of the Whitegoods Trade Association Code of Practice in the Code of Practice states:

“WTA member is required to fulfil all relevant statutory and legal requirements, in particular those relating to Trading Standards, Health and Safety, Environmental Protection and Employment.
All WTA members and staff will receive training which enables the provisions of this Code to be put into practice, thus ensuring that the best possible service to the consumer is provided.

3c The code shall address clear and truthful marketing and advertising as appropriate to the sector

Criterion not yet met

Provisions to ensure that members are fully aware that all marketing and advertising must be clear and truthful in order to protect consumers from misleading advertising has been raised under Advertising & Promotion, which states:

WTA members will:
‘Be legal, decent, honest and truthful and will comply with the British Codes of Advertising and Sales Promotion and any other relevant code of advertising and all other statutory requirements’.

We would recommend that reference be made to the relevant statutory requirements of advertising to include the Consumer Protection from Unfair Trading Regulations 2008

3d The code shall address clear and accessible pre-contractual information as appropriate to the sector

Criterion not yet met

Most of the Pre-contractual information we would like consumers to have before deciding on entering into a contract with your members have been covered.

We would advice you place all that information under an obvious heading such as Pre-contractual Information, strategically placed before the paragraph on contract terms. A list of all the information we would like covered are listed in the core criteria and guidance, which I have sent with this document.

3e The code shall address high-pressure selling as appropriate to the sector.

Criterion met

WTA has outlined measures for members to take to remove the possibility of consumers being subjected to high pressure selling under customer care. It states:

‘Not use any high pressure selling techniques to carry out work, but will inform the customer of any action that in their opinion is to be recommended on the grounds of safety, reliability or simply good customer care.’

3f The code shall address clear terms and conditions of supply and fair contracts as appropriate to the sector.

Criterion met

This has been addressed appropriately under Contract Terms in the Code.

3g The code shall address delivery and completion dates as appropriate to the sector.

Criterion not met

Delivery and completion dates have not been addressed in the code. Please read the guidance given for this criterion.

3h The code shall address cancellation rights as appropriate to the sector.

Criterion met

Cancellation rights have been addressed under Cancellation Rights in the code.

3i The code shall address guarantees and warranties as appropriate to the sector.

Criterion not met

Guarantees and warranties as appropriate to the sector have not been addressed.

Consumers need to understand all the guarantees and warranties that apply to their transactions, therefore members must provide accurate details of:
• Standard guarantees and warranties that are included in any transaction
• Which guarantees and warrantees are optional
• The cost of additional guarantees/warranties
• Who the additional guarantees/warranties are offered by

3j The code shall address protection of deposits or prepayments as appropriate to the sector.

Criterion not yet met – Not enough information provided

Can you please give details of how deposits or prepayments are protected by WTA in the unlikely event that a WTA member ceases to trade?

3k The code shall address customer service provisions as appropriate to the sector.

Criterion met

We agree that the WTA code promotes effective and appropriate customer service and members are expected to provide consumers with effective and appropriate customer service. This is covered under Customer Care.

3l The code shall address the additional effort/help to be provided to vulnerable consumers as appropriate to the sector.

Criterion met

This is addressed under Customer Care

4. Complaints

4a The code shall include a requirement that code members shall have in place speedy, responsive, accessible and user friendly procedures for dealing with consumer complaints. A specific reasonable time limit for responding to complaints shall be prescribed.

Criterion not yet met

WTA has established an efficient friendly process for dealing with consumer complaints; however we would advise that WTA does not restrict consumers from going straight to the independent arbitrators without using the WTA conciliation service.

4b The code shall include a requirement that code members shall offer the same level of co-operation with local consumer advisers or any other intermediary acting on behalf of a consumer when making a complaint as they would to the complainant.

Criterion met

The Code of Practice states:

“Should the customer prefer to pursue a complaint through another person or a recognised consumer organisation like Trading Standards, Citizens Advice etc, then the WTA member will continue to cooperate fully to resolve the complaint.”

4c The code shall include procedures for dealing with complaints including the availability of conciliation services directed at arranging a decision acceptable to both parties.

Criterion met

The WTA provides an effective conciliation service for its members and their clients.

4d The code shall include the availability of a low-cost, speedy, responsive, accessible and user-friendly independent redress scheme to act as an alternative to seeking court action in the first instance.

The scheme shall be binding in respect of code members who shall not be able to refuse to allow a complaint to go before the scheme if a customer chooses.

The code member shall be bound to accept a decision made under the scheme. Any such scheme shall be able to take into account possible breaches of the code where relevant to the complaint.

Criterion not yet met

WTA provides an Independent Arbitration service for its members and their customers. However, we would like the restriction lifted as mentioned in 4a.

5. Monitoring

5a The code sponsor shall develop performance indicators, e.g. mystery shopping exercises and independent compliance audits, to measure the effectiveness of the code.

Criterion may be met

WTA monitors the activities of its members by:
• Audit the Best Working Practices, Technical and Customer provisions of each WTA member annually.
• Review and assess customer complaints and customer satisfaction feedback data to determine any need to revise this Code or take action against a WTA member. Our scheme allows for a variety of measures to occur, these range from actions to improve WTA members performance through to expulsion of a WTA member from the WTA network.

WTA’s monitoring methods will be forwarded to our statistician for his consideration.

5b The code sponsor shall implement and the performance indicators and make available the results of the performance indicators to demonstrate the effectiveness of the code.

Criterion not met – Information not available

5c The code sponsor shall publish a written report annually to the OFT on the operation of the code to include:
• Changes to the code agreed with the OFT and implemented
• numbers and type of complaints including information on outcomes from the conciliation process and to the independent redress scheme
• results from monitoring, satisfaction surveys and the disciplinary process.

It would be preferable if the report were compiled by an independent person or body with powers to recommend actions.

Criterion not met – Information not provided

5d The code sponsor shall provide copies of the annual reports to the OFT.

Criterion not met – Information not provided

5e The code sponsor shall regularly review the code and update its provisions in the light of changing circumstances and expectations.

Criteria not yet met

The code states that the code will be further developed to ensure it remains of benefit to the consumer.

WTA would need to state how often you will review the code and inform us on the procedures you have in place to review your code of practice

5f Consumer satisfaction shall be regularly assessed.

Criterion may be met

Consumers Satisfaction shall be regularly assessed, refer to 5a. The monthly monitoring of the Code includes consumer satisfaction

The OFT would need to see and approve a copy of the questionnaire.

6. Enforcement

6a The code sponsor shall establish a procedure for handling non-compliance by members with the code. The procedure shall include reasonable time limits.

Criterion not yet met

Non-compliance is addressed in the code, however the OFT would like to know what the time scales are. We would also want more information on who independently verifies the process.

6b The code sponsor shall also set out a range of sanctions, e.g. warning letters, fines, termination of membership, for dealing with non-compliance.

Criterion not met

Please provide details of the range of sanctions that would be used against members who breach the code.

7. Publicity

7a Code sponsors and members shall ensure that their customers are aware of the code.

Criterion not met – Information not provided

We would advice the WTA code of practice states that members should ensure their customers are aware of the code and methods by which they can do so, for example:

“You must display copies of the code in all your offices. You must also have available, free of charge, copies of the Code of Practice to give consumers on request – and a notice to this effect must be displayed.

7b Code members are to make clear, e.g. in advertising, point of sale, their adherence to a code of practice.

Criterion not met

7c Copies of codes shall be available without charge to customers, to members, to local consumer advisors and to others with a legitimate interest.

Criterion not met

Please see 7a.

7d Copies of any code related publicity generated by the code sponsor shall be provided to the OFT.

Criteria not met – Information not provided

WTA has to give the OFT a statement that they are willing to clear code-related publicity information with the OFT before such information is published.

7e Code sponsors and members shall publicise the fact that the OFT has approved the code by using the CCAS logo in the prescribed manner.

Criterion not met – Information not provided

WTA has to give the OFT a statement that it is willing to publicise the OFT’s approval of their Code of Practice by using the CCAS logo in accordance with the terms of the copyright licence.

7f Code Sponsors shall comply with the terms of the standard copyright licence, disseminate the terms to their members and monitor their members’ use of the CCAS logo. Appropriate action shall be taken by the Code Sponsor against a member for non-compliance with the copyright licence.

Criterion not met – Information not provided

WTA will need to confirm that they are willing to sign the copyright licence and disseminate the terms on use of the CCAS logo to our members, to monitor usage, and take necessary action against a member for non-compliance with the usage terms.

Adrian 😯 😀

[admin]

Re: COP Draft

Hi All

How about here ?.If nobody has any objections by Tuesday 30th sept I shall block book the rooms to obtain the best deal on costs.Approx £69 per night B&B.

http://www.hilton.co.uk/coventry

Bryan

[Author]

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