The Approved Code Scheme is operated by the Chartered Trading Standards Institute


1 Sylvan Court Sylvan Way SS15 6TH Basildon, Essex, UK

What are Approved Codes?

Some purchases require a high level of trust. Whether you are buying a car, arranging home improvements, or having a will written, it can be difficult to know which businesses you can rely on.

Approved Codes of Practice help make that choice easier. They set clear standards for consumer protection, and businesses that follow them must offer access to free dispute resolution if something goes wrong.

Image

More than 45,000 participating businesses from around the UK and across a range of sectors (our 'Code Members') have all agreed to abide by strict, customer-centric and sector-specific Codes of Practice - each one Approved by the Chartered Trading Standards Institute to uphold higher standards of customer service and ensure better protection of your consumer rights. In fact, many of the Approved Code provisions go above and beyond what's required by law - giving you extra peace of mind, when you really need it.

An Approved Code of Practice has been independently assessed by the Chartered Trading Standards Institute. To be approved, a Code must set clear standards for businesses, include fair complaints procedures, and provide access to free dispute resolution if something goes wrong.

Businesses that follow an Approved Code of Practice commit to higher standards than the law alone requires.

These standards typically include :

No Misleading Information

That means providing clear and unambiguous details about the goods or services they’re selling, written in plain English.
No 'dodgy' Sales Techniques

That means no 'sharp' practices, high-pressure selling, or cold-calling. Respecting the customer at all times, especially in their own home. With greater protections for vulnerable customers.
Clear and Fair Contracts

That means transparent and easily-digested Contracts and Terms and Conditions - with no confusing small-print, hidden costs, or nasty surprises.
Customer-Focused Staff

That means high standards of Customer Service - with a friendly and helpful approach and the aim of 'going the extra mile'.
Easy Complaints Process

User-friendly, and prompt procedures for dealing with Customer Complaints - with access to low-cost, independent advice to resolve any disputes.

The aim of the Scheme is to raise standards across sectors and give consumers greater confidence when choosing a business.

Businesses that follow an Approved Code of Practice can display the Approved Code Scheme logo. When you see the logo, you know the business has committed to higher standards and added consumer protection.

You can also use our directory to check that a business is a genuine member of the Scheme.

The new Approved Code Logo :

This is the updated logo, introduced in June 2024. It includes the Chartered Trading Standards Institute's initial motif - and uses an adapted version of CTSI's brand colours and font.

The original Approved Code Logo :

This is the scheme's original logo (used prior to June 2024). It includes the old Trading Standards Institute (TSI) motif, before CTSI was awarded its prestigious Royal Charter.

 


ATTENTION :  While Code Member businesses voluntarily adopt the new Approved Code Logo (and begin updating their materials), both logos may appear in use. And both have equal standing. Remember, it remains a criminal offence for non-Code Member businesses to falsely claim membership of the Scheme, or display the Approved Code Logo (consult the Approved Code Directory).

You can search our directory to check whether a business is a genuine member of the Scheme and to find businesses that follow Approved Codes of Practice.

Search the directory

While each of the Codes of Practice in the Approved Code Scheme contains a number of sector-specific requirements - recognising the very different challenges consumers face in very different industries (e.g. buying a Used Car vs. Renting a Flat vs. hiring a Professional Willwriter) - there are also a number of principles that are common to ALL Approved Codes. These are covered in the Core Criteria, which applies to all Code Member businesses - and may be summarised in the following 12 points :

Approved Code Summary

  1. No 'Sharp' Practices : Code Member businesses should have measures in place to tackle any undesirable trade practices.
  2. Trained Staff : They should ensure that their staff are familiar with - and understand - their Code of Practice.
  3. No Misleading Advertising : They must provide protections against misleading advertising (by requiring that Approved Codes comply with all relevant Consumer Protection Codes and Legislation).
  4. Up-Front and Unambiguous : They must give consumers access to clear Pre-Contractual Information in Writing (e.g. the details about a business, a customer's cancellation rights, and any payments or charges).
  5. Customer Respect : Code Member businesses must Respect the Sanctity of Consumers' Home - complying with their wishes not to receive unsolicited visits, canvassing, mailshots or phone calls.
  6. High-Pressure Sales Practices : They should never use high-pressure selling tactics, which are likely to disadvantage consumers - particularly those who are susceptible to such selling techniques or vulnerable in other ways.
  7. Honest and True : They should provide consumers with clear Terms and Conditions and fair Contracts (in full compliance with the 2015 Consumer Rights Act).
  8. Convenient and Flexible : They should offer consumers flexibility on delivery dates and times, or when agreeing completion dates. And they should have suitable arrangements in place if there are delays.
  9. Basic Consumer Rights : They must ensure that consumers understand their basic rights, including their Cancellation Rights.
  10. Guarantees and Warranties : They must ensure that consumers understand all the Guarantees and Warranties that apply – and how these differ from standard consumer rights, and the cost of additional/optional guarantees and warranties.
  11. Payment Protection : They should ensure that a clients' money, deposits or pre-payments are protected.
  12. High-Levels of Customer Service : And, finally, they should provide consumers with friendly and effective Customer Service, offering additional help to susceptible consumers (e.g. those with poor literacy skills, or people with disabilities).

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.

  • Contact or Complain
  • Governance of the Scheme
  • Website Accessibility

    • The Approved Code Scheme, c/o CTSI, 1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH

    © 2026 Chartered Trading Standards Institute. All rights reserved; Company no. RC000879.

    Investors in People and Customer excellence award logos

    Website by: