home		> consumers		webtraders		code of practice		guide to application		dispute resolution

Consumers - what WebTraderUK can do for you What do we do? WebTraderUK has been created to increase consumer confidence when purchasing from online businesses. Webtraders who become members of WebTraderUK agree to comply with our Code of Practice, which is designed to protect you as a consumer. This includes having clear contact details, delivery information and a privacy policy on their site, as well as complying with current data protection legislation. WebTraderUK members are entitled to display our logo on their sites, and members are also listed in the directory on the WebTraderUK site. When purchasing from a WebTraderUK member you can be confident that the company adheres to the highest possible customer service standards. What else does our Code of Practice contain? You can read the full version of the Code here. Who are we? WebTraderUK, has been developed by the Direct Marketing Association (DMA) in the interests of consumers following the withdrawal of the Which?Webtrader scheme which closed in January 2003. The DMA is the trade association of the direct marketing industry, and is the leading organisation for promoting industry best practice. In a market where there is a need to protect consumers from inappropriate, unethical behaviour by unscrupulous or ignorant practitioners, the DMA is dedicated to the protection and development of the UK direct marketing industry. The DMA has called upon the secretariat of the National Newspapers’ Mail Order Protection Scheme (MOPS) to assist in the administration of WebTraderUK. MOPS is the organisation which accredits advertisers who place direct payment advertisements in national newspapers. Both the DMA and MOPS are non-profit organisations established to develop consumer confidence in distance selling. Who monitors webtraders’ compliance with the Code of Practice? Compliance with the WebTraderUK Code will be monitored by the Direct Marketing Authority, which is chaired by John Bridgeman, a former Director General of the Office of Fair Trading. It has thus credibility both with consumer groups and Government. In addition the Chartered Institute of Arbitrators, which provided an independent dispute resolution service for Which?WebTrader, will provide a similar service for WebTraderUK. What happens if a WebTraderUK member is not complying with our Code of Practice? If we receive reports that a WebTraderUK member is not complying with our Code, we will investigate and, if a breach is apparent, we will ask the trader to put things right. If they do not, we may remove them from the scheme. How do I complain about a WebTraderUK member? If you have a complaint to make, you should firstly approach the approved trader who, as a condition of WebTraderUK membership, is required to provide an easy-to-use complaint resolution process. In the event that you remain dissatisfied you may refer this complaint to WebTraderUK by emailing admin@WebTraderuk.org.uk. Do not use this method to complain about non-WebTraderUK members. We cannot reply to emails of this nature. We will check to see that the trader has dealt with the complaint in accordance with the WebTraderUK Code of Practice, and if appropriate, suggest a course of action for you and the trader to take. Failure to successfully resolve a complaint may result in the removal of the trader from the scheme. This service is free and available to all customers of WebTraderUK members. Are there any limitations to our scheme? Laws which apply to other forms of shopping also apply to online traders based in the UK. We will do our best, with your help and feedback, to make sure that the WebTraderUK Code of Practice gives online shoppers the same level of confidence they enjoy elsewhere. The logo does not imply that we recommend the goods or services offered or the customer service provided by the trader outside the areas covered by this Code. The logo does not guarantee that a trader's site is secure. No scheme of this type can ever guarantee that a trader's site is completely secure. The scheme concentrates on best practice, with satisfactory and efficient redress in the event of problems occurring. The scheme is a commitment to the consumer that we will, with the assistance of the traders, ensure that if problems do arise they will be resolved to the satisfaction of the consumer. If traders operate according to the Code of Practice, the likelihood of such problems occurring will be minimised. If you visit a web site with the WebTraderUK logo which includes an auction section, please note that this part of the site is outside the remit of our Code of Practice. The law concerning auctions is different to the one applied to normal purchases (everyday transactions) and a consumer's statutory rights can be excluded. It is also likely that your purchase will be from a private individual, not a webtrader. We cannot ensure compliance by these individuals with our Code.