About the 5 Star Quality Scheme
Code of Conduct for 5 Star Status TBIP Recommended Suppliers
Clients can expect a good standard of practice from TBIP recommended suppliers with whom they do business. To ensure that this is achieved, TBIP recommended suppliers are monitored through their customers against our five star customer care system for:
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Quality of Goods and Services
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Integrity
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Professionalism
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Fair Pricing
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Customer Care
1. Quality of Goods and Services
- Recommended suppliers must deliver services that are as described and are of good quality, and provide goods that are to high standard of workmanship and one which is appropriate for the purpose of the goods.
2. Integrity
- Recommended suppliers are required to comply with any statutory or legal requirements that may affect their clients or the services or goods which they supply
- Recommended suppliers must make their terms and conditions of contract clear to their clients
- Recommended suppliers are required to have relevant insurance in line with legal requirements
- Trading schemes operated by recommended suppliers must not take unfair advantage of their participants nor take their money without giving anything other than an honest business opportunity
- Recommended suppliers must not mislead consumers through acts or omissions; or subject them to aggressive commercial practices such as high pressure selling techniques.
- Recommended suppliers must not act in such a way that brings the reputation of TBIP into disrepute by association with the said recommended supplier.
3. Professionalism
- Recommended suppliers are required to work within the codes of practice of their professional bodies
4. Fair Pricing
- Recommended suppliers must trade in line with pricing legislation and not give misleading price indication about their goods and services whether in a TV or press advertisement, in a catalogue or leaflet, on notices, price tickets or shelf-edge marking, or if given orally, for example on the telephone.
5. Customer Care
- Recommended suppliers must provide good standards of customer care before, during and after the delivery of the goods or services in line with contractual agreements and terms and conditions
- Recommended suppliers must deal fairly with legitimate customer complaints
- Recommended suppliers are required to respond promptly to their client’s requests for information about the way business will be conducted. This should be done both prior to contract agreement and during the full term of the contract.
TBIP Policy
Where any client has a complaint in respect of a recommended supplier or where a recommended supplier has a complaint about another approved supplier they should refer the matter by telephone or in writing to:
Pam Lawrence, Customer Services Director of The Business International Partnership Ltd.
Pam can be reached on 01245 260572 or by email at pam.lawrence@tbip.biz
