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

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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.

More than 40,000 businesses across the UK follow these Codes of Practice. They must meet agreed standards, many of which go beyond legal requirements, giving you extra peace of mind when it matters most. 

 

 

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.

Different industries require different standards, so each Approved Code of Practice includes sector-specific requirements. 
 
However, all Approved Codes must also meet the same Core Criteria, which set out the key commitments every Code Member business must follow. 

These commitments are summarised in the 12 principles below. 

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.