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?

It's a basic fact of life that some purchases require very careful consideration. Whether you're moving house, buying a used car, or spending thousands installing the latest 'green energy' equipment, you want to be sure you're dealing with a reliable business you can trust to treat you fairly, at all times. The Approved Code Scheme was set up to make this process easier.

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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.

In early 2024, we decided that the Approved Code Scheme deserved a 'refresh'. So, we moved all of the information about the scheme - that was previously in several places across CTSI's website - on to its own, easy-to-find and simple-to-navigate, Approved Code Scheme 'hub' (congratulations, you're already here!).

Read more (opens here)

If you see a business displaying the Approved Code logo (see below) – and they are a genuine member of the scheme (please use the search box at the top of this page to verify that they are a legitimate member) – straight away, you'll know they are a member of a respected trade body with an Approved Code of Practice that ensures high standards of customer service and that your rights as a consumer are better-protected and respected than their Non-Code competitors.

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).

Consumer Codes are customer-centric Codes of Practice, developed and then promoted by trade organisations for their business members to follow. However, a Consumer Code only acquires the status of an Approved Code once it has been independently vetted (and then continuously audited) by the Chartered Trading Standards Institute (CTSI) - the representative body of the UK Trading Standards profession and one of the country's main, Government-endorsed organisations charged with protecting consumers by raising standards amongst UK businesses.

Tough Vetting - Up to 2 Years!

Once a trade organisation's Code of Practice - along with the rigorous processes they have in place for maintaining its integrity and enforcing it - has been vetted by the Chartered Trading Standards Institute (CTSI), it is granted APPROVED CODE status by the independent Consumer Codes Approval Board (CCAB). At this time, the organisation is officially admitted to the Approved Code Scheme, as a Code Sponsor - with all of its member businesses becoming Code Members. But this is only the start.

To maintain their status, the Code Sponsor organisation must continuously monitor its members adherence to their Approved Code. And they themselves are continuously audited by CTSI (you can even consult their annual audits on each Code Sponsor's Profile Page). While it might seem like an intricate, involved and labour-intensive process, we do whatever it takes to maintain the Scheme's gold-standard!

DID YOU KNOW? Achieving APPROVED CODE status can be a long and arduous process, that sometimes take up to two years to complete. And it is NEVER a foregone conclusion - as some organisations just don't make the cut!

A Meaningful Badge of Honour

Every Code Member is entitled to display the Approved Code Logo (see What to Look Out For, below) - in their premises, in their publicity materials, and on their website - as both a meaningful badge of honour and a clear signal to their customers that they abide by an independently-assessed and customer-focused Approved Code of Practice. This immediately marks them out as a trustworthy and dependable business, that's genuinely committed to protecting enhanced consumer rights.

DID YOU KNOW? It's illegal for a business to display the Approved Code Logo - or pretend that they are part of the Scheme - if they are not a current member of the Approved Code Scheme. 

Non-Stop Monitoring

Not only is a Code Member business' status monitored by the Code Sponsor organisation but it is also continuously monitored by other Code Members (who are quick to report any infringements they detect, so that standards don't slip). And it is also tested by each and every customer - who can report any serious issues to the Code Sponsor organisation which, ultimately, can result in its membership of the Scheme being terminated.

In practice, this rarely happens - because Code Members are precisely the kinds of quality businesses that already take their responsibilities extremely seriously. Membership of the Approved Code Scheme recognises this and provides an effective way of demonstrating this commitment to their customers.

Not a 'One-Size-Fits-All' scheme

The Approved Code Scheme's layered, self-regulating structure allows it to expertly cover a variety of different sectors. Indeed, our network of Code Sponsors are, quite literally, experts in each of their particular sectors. And all are acutely aware of the needs and the fears of consumers in their sector too.

Unlike other, more commercially-orientated, 'trust-based' schemes - where one-size-fits-all - the Approved Code Scheme is built, from the ground up, to operate at peak efficiency in any sector that genuinely needs it. And continued membership of the Scheme depends far more on maintaining and improving standards, than merely paying membership fees. It requires a deep, meaningful and ongoing commitment to customer service and consumer protection.

That's our intention. Indeed, the Approved Code Scheme - from when it was originally set-up by the UK Government's Office of Fair Trading, back in 2001, to the present day (where the day-to-day operations are run by the Chartered Trading Standards Institute) - is built on the steadfast belief that one of the most effective ways to protect consumers is by raising standards amongst businesses. Happily, this also has the effect of flushing out bad businesses, who don't stand a chance of either joining, or remaining a part of, the present-day Approved Code Scheme. Good riddance!

Whenever you, as a consumer, deal with an Approved Code Member business, you can rest assured that they'll offer you :

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.

Of course, there's a little bit more to the Approved Code Scheme than these five 'headline requirements' (feel free to take a more In-Depth look at a summary of our Core Criteria here). But, in terms of critical consumer rights, these are fundamental to the Scheme and its most important provisions.

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.

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