The competition watchdog has issued advice for consumers using ‘trusted trader’ sites, warning “that’s not always what they get”. The Competition and Markets Authority (CMA) issued the tips as it urged the sites to comply with their consumer obligations or risk facing a formal investigation.
Trader recommendation sites are websites and apps that help people to find and contact traders such as builders, plumbers and heating specialists. The sites often state that those advertising have been vetted or assessed on the quality of their work.
The CMA urged consumers not to rely solely on terms such as ‘trusted’, ‘reliable’, or ‘expert’ to describe traders, and instead choose a site that verifies traders by ensuring they have the necessary licenses, insurances and certifications. It said sites should have strong complaints processes and offer support in resolving disputes.
They should also monitor traders, sanction poor behaviour and remove rogue traders. Reviews should be marked as being from verified customers, and consumers should compare traders before making a decision, taking into account details such as experience, qualifications, certifications and verified customer reviews.
Hayley Fletcher, interim senior director of consumer protection at the CMA, said: “Millions of people use these sites to find a trusted and skilled trader but that’s not always what they get. We’re arming consumers with a handy set of tips to use while navigating trader recommendation sites to help them find a legitimate and reliable trader.
“We’ve also issued advice for the sector – meaning sites should be entirely clear about what they should and shouldn’t do when it comes to consumer law. Not only does this help protect consumers, it also means that the thousands of reliable and honest professionals who rely on these sites to connect with customers are competing on a level playing field.
“We expect all trader recommendation sites to carefully read the advice and review their practices. We’ll be monitoring the sector to see if more action is needed.”
Mike Andrews, national coordinator for the National Trading Standards eCrime Team, said: “Protecting consumers and honest business is at the heart of everything we do and we’ve welcomed the work CMA and partners have done to get this guidance in place.
“It marks the start of trader recommendation sites ensuring they vet and verify traders more carefully and take consumer complaints more seriously. With the guidance finalised and by following these tips, consumers can now be more confident about getting the right plumber, plasterer or roofer for the job, while genuine traders will no longer miss out on jobs that might otherwise have gone to illegitimate ones.”