Members Code of Conduct

Members Code of Conduct

This code is designed to support our members engage with their customers, ensuring that they follow best practice and procedures on how they handle consumer contracts, service, goods, materials, tax, consumer rights, payments, insurance and complaints and how they engage with us.

1. Aims of this Code of Conduct

1.1 To set out the responsibilities, conduct and ethics to be followed by all BiKBBI members.

2. Scope of the Code of Conduct

2.1 The Code provides information on what is expected of installers when becoming a member of BiKBBI;

2.2 The member shall be fully responsible for all employees and sub-contractors in meeting the Code’s standards.

2.3 The Code is independent of existing consumer legal rights.

2.4 All members (including directors, employees and / or sub-contractors of the member) must respect and uphold the Code as a condition of membership to BiKBBI. Failure to comply with any part of the Code may result in the termination of membership, which is at our absolute discretion.

3. As a BiKBBI member

You shall:

3.1 Be open and cooperative with us in regard to all elements of membership;

3.2 Comply with the terms and conditions of membership;

3.3 Present to customers, upon request, your BiKBBI membership credentials (ID card / certificate).

4. Customer care

You shall:

4.1 Provide full contact and ownership details for the business to your customers, which must be displayed on your company website (if available), stationery and on all correspondence to your customers / potential customers.

4.2 As a member, you have an obligation to meet the requirements set out within The Consumer Rights Act (2015), including any subsequent amendments.

5. Professional conduct

You shall:

5.1 Act diligently and in accordance with the technical and professional standards of your relevant trade and / or service;

5.2 Only carry out work that falls within your professional competence and exercise due care and skill at all times.

5.3 Act responsibly and professionally at all times;

5.4 Respect the confidentiality of information that you obtain through work and business relationships;

5.5 When supplying goods, only supply goods that correspond to their description, are of satisfactory quality and fit for purpose, and that comply with all applicable legislation.

6. Quotations, contracts and other documentation

You shall:

6.1 Supply to the customer written details of the work to be carried out including materials supplied, who will be carrying out the works and a breakdown of the costs including all taxes and other costs that may apply or affect the final price. Details of any deposits or staged payments together with timings for work agreed should also be shown;

6.2 Where required, provide to the customer the correct 14-day cancellation rights form for all works over £42 and supply information about the contract and identity of the business, as required by law before they commit to the contract;

6.3 Provide the customer with written confirmation of any contract entered into, or a copy of the contract and the written information you are required to provide;

6.4 Maintain full records of all Customer correspondence and documentation and retain such information for a minimum period of no less than 2 years.

7. Payments from your customers

All invoices must:

7.1 Be supplied to the Customer, allowing a 30-day period for payment, unless otherwise agreed in writing before work commences;

7.2 Provide a breakdown of any additional works / costs undertaken;

7.3 Include your VAT number and indicate whether all prices are inclusive of VAT (if VAT is applicable).

Payments shall:

7.4 Full payment for installation services shall not be made to the member before the member has started the work.

Interim payments:

7.5 If there are to be interim payments, they should either be agreed in advance for set stages and payment made in completion of those stages, or for the supply of materials, payment will be made once they have been delivered to the site; Where no interim plan has been agreed but an interim payment is required it should represent no more than a reasonable valuation of the work completed and materials delivered.

Customer deposits shall:

7.6 Be repaid to the Customer (along with any other pre-payments) within 30-days of completion of the work and / or where the work is cancelled by the Customer because of poor performance / or any breach of a Quotation and Contract form.

8. Guarantees & warranties

Any guarantee(s) provided to the Customer should:

8.1 Be appropriate to the product or service that you are supplying and should be accompanied by a statement that nothing in the guarantee affects the consumers’ statutory rights;

8.2 Cover the labour and materials that formed part of the completed work;

8.3 Not affect the Customer’s common law and statutory rights;

8.4 Be fully explained to the Customer if it is not an Insurance Backed Guarantee;

8.5 Clearly explain its terms and duration;

8.6 Clearly explain where the operation of a guarantee is conditional upon appropriate use or maintenance by the Customer;

8.7 Explain if and why certain parts of the work are not under guarantee;

8.8 Where relevant and legally viable, pass on a manufacturer guarantee to the Customer.

9. Employment, health and safety, education & training

91. You shall comply with all aspects of the “Member Expectations” document in relation to employment, health and safety and training.

10. Compliance

10.1 Membership is not only subject to our entry criteria at the point of application, but also our members continuous maintenance of this criteria throughout their membership with us. This criterion includes, but is not limited, to the provision of certain compliance information including insurance, health & safety, qualifications, Continual Professional Development (CPD) and adherence to local, national and international regulation.

10.2 Members must ensure that they present valid documentation (relating to 10.1) upon request, to both BiKBBI and their customer(s).

11. Fair trading

11.1 You should refer to our “Member Expectations” documentation and comply with all aspects of it in relation to fair trading.

12. Advertising

12.1 All advertising relating to the products or services provided by the member shall be legal, decent, honest and truthful and all claims howsoever made must be able to be justified.

13. The BiKBBI member logo

13.1 You must use the BiKBBI member logo solely in connection with your approved business activities as further described in the BiKBBI Agreement and Logo Guidelines;

14. Marketing and publicity

14.1 The ways in which you may refer to BiKBBI is set out in our Agreement. You must not, in any event, present BiKBBI in a detrimental, unfair or malicious way, or in any way that damages BiKBBI’s reputation or goodwill.

15. Complaints policy

You shall:

15.1 Document all complaints received from Customers in a written complaints log and retain this information for a minimum period of 2 years;

15.2 Acknowledge and offer a course of action to the Customer within 28 days for all complaints;

15.3 If agreed by the Customer, carry out such remedial action within 8 weeks from the date of Customer agreement;

15.4 Try your best to settle complaints amicably with the Customer;

15.5 Offer Customers full details of why a complaint will not be upheld if relevant.

16. Dispute Resolution Ombudsman

16.1 You agree that, as a BiKBBI member, you shall be subject to the procedure and requirements of Dispute Resolution Ombudsman. Dispute Resolution Ombudsman is a not for profit company that provides an independent, expert dispute resolution service to our members and their customers.

16.2 In the event that a complaint cannot be resolved between you and the Customer under the Complaints policy outlined above, either party can contact Dispute Resolution Ombudsman via the BiKBBI telephone number.

16.3 Dispute Resolution Ombudsman investigate complaints fairly and the service focuses on encouraging early agreed resolution wherever possible. Dispute Resolution Ombudsman is entirely independent, meaning that they assess the facts of each individual case. They do not take sides and make decisions based on the facts. The relevant terms relating to Dispute Resolution Ombudsman are detailed in our Agreement.

17. Changes to this Members Code of Conduct

17.1 We keep our Members Code of Conduct under regular review.

17.2 This Members Code of Conduct was last updated on 17th March 2018.


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