The Competition and Markets Authority (CMA) has issued important tips for UK consumers to help them find trustworthy traders through online recommendation sites. This move is part of a broader effort to enhance consumer protection and ensure that trader recommendation platforms comply with consumer law.
How to Find a Recommended Trader Online
In an era where online recommendations are increasingly influential, the CMA’s guidance is timely and essential. Trader recommendation platforms operate websites or apps that connect consumers with traders for home improvement, maintenance, or repair work.
However, some of these platforms have been found to make misleading claims about the quality and reliability of the traders they recommend.
CMA’s Tips for Consumers
Check the Platform’s Vetting Process to ensure the platform has a robust vetting process in place to verify the qualifications and reliability of the traders listed.
Vetting Process |
Importance |
|---|---|
| Background Checks | Ensures traders have no criminal record, reducing risk of fraudulent activities. |
| Qualification Verification | Confirms traders’ expertise and credibility through relevant certifications and qualifications. |
| Customer Reviews | Provides authentic feedback on traders’ performance, reliability and customer satisfaction. |
- Be Cautious of Fake Reviews: Be wary of platforms with an unusually high number of positive reviews, as some may be fake. Look for reviews that are moderated and verified.
- Understand the Complaints Process: Know how the platform handles complaints and whether it has an effective process in place to resolve issues between consumers and traders.
- Watch Out for Misleading Claims: Be cautious of platforms that make exaggerated claims about the quality of their recommended traders. Always verify the information independently[5].
Additional Advice from the CMA
The CMA has also outlined several principles for trader recommendation platforms to follow, including:
- Representations to Consumers: Platforms should ensure that any representations made to consumers are accurate and not misleading.
- Monitoring Activities: Regular monitoring of traders and their activities is crucial to maintain quality and reliability.
- Approach to Investigations and Sanctions: Platforms should have a clear approach to investigating complaints and imposing sanctions when necessary.
Industry Comments
Hayley Fletcher, Interim Senior Director of Consumer Protection, 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.
Importance of Compliance
The Digital Markets, Competition and Consumers Act (DMCC Act) has strengthened the CMA’s consumer law enforcement powers, allowing for significant fines for non-compliance.
Businesses can face fines up to 10% of their total annual turnover for substantive breaches of consumer protection law.
Closing Thoughts
Finding a reliable trader online can be a daunting task, but with the CMA’s tips and guidance, consumers are better equipped to make informed decisions.
Consumers can protect themselves by understanding vetting processes, recognizing fake reviews and effectively navigating complaints procedures.
The CMA enhances consumer protection; consumers and businesses must stay informed and compliant with the latest regulations always.
Sources: THX News & Competition and Markets Authority.
