Bespoke Woodworkers Group: Code of Practice
Why have a code of practice?
When dealing with specialists over the internet it is sometimes difficult to establish whether any business is exactly what it seems. We aim to remove this uncertainty by ensuring that all members have signed up to our code of practice. It will enable clients to know in advance what level of service to expect. Any group member who consistently does not comply with the code of practice will be dismissed from the group.
Having said that, all members remain fiercely independent and conduct their businesses in the way they know best, so the crushing uniformity of dealing with a large organisation is unlikely to result. We have tried to draft this code of practice to allow the maximum flexibility, and the emphasis is on discussion and agreement before the work is carried out.
Pricing.
As appropriate to the size of the job and the requirements of the customer, one of the following pricing methods shall be employed by group members. The group member shall ensure that the customer understands which pricing method is to be employed:
- Full Quotation – A fixed price is agreed and documented before the commencement of the job against a clear set of requirements. The group member shall not deviate from this price unless there is an agreed change to the requirements, in which case the additional costs shall be agreed with the customer preferably before proceeding with the change, but in any case as soon as possible. (ie not waiting until invoice time)
- Estimate – A guide price is provided to the customer. The group member may deviate from this price to the extent that there is unforeseen additional work involved in the job, but not otherwise. The customer shall be promptly informed of any changes to the estimated price. Of course the specialist may reduce his price at any time for any reason!
- Time and Material – The group member undertakes the job on an agreed hourly rate with materials charged at cost plus an agreed percentage addition to cover overheads and profit. Travelling time and mileage may also be charged at a rate agreed with the customer.
- No agreed price – The group member is instructed by the customer to commence the job with no up-front agreed price. The cost of the job is calculated on completion and the customer billed accordingly.
Written quotations must be provided unless otherwise agreed by the customer, and must include payment terms (deposits, stage payments and any retainers) and any other conditions related to the job.
For individual jobs exceeding approximately £10,000 in value a full contract should be prepared and agreed with the customer.
Insurance.
All members must have appropriate insurance which, as a minimum must cover product liability and 3rd party liability, and where appropriate, installation and other site work.
Quality.
The quality of all work must be agreed with the customer in advance. This can be by inspection of previous work, by illustrations, in writing, or any other appropriate means.
Delivery times.
Realistic estimated delivery/completion times must be agreed before the work commences. The customer must be kept informed any delays or changes to these dates at the earliest opportunity.
We hope that customers will understand the difficulties which can arise with unexpected problems and delays beyond the control of the specialist, who may have been delayed for instance on the previous job. It would be very helpful if customers would state any absolute deadlines as early as possible, as this might even affect the original price.
Guarantees.
All members must guarantee their work as appropriate to the product and the conditions under which it is used.
Any guarantees must be documented (e.g. on the quotation, contract or web-site) and must state the duration of the guarantee and the nature of the remedy (e.g. repair, replacement or money back). Any guarantee offered must be in addition to and shall not affect the customers normal legal rights.
Dealing with disputes.
We sincerely hope that the situation will not arise, but any grievances which do arise must be addressed promptly and appropriately by the group member.
Whilst the group cannot be held responsible for the quality of workmanship of an individual member, pricing conflicts or any other matter which may occur, it may assist in good faith as an arbiter in resolving any dispute at the request of the customer or the specialist in order to protect the good name of the group.
Any contract, and hence any dispute will be strictly between the specialist and the customer
Group contact information
Please contact the individual specialist you think best meets your needs. Any other group member will be pleased to help you.
If you would like to contact the group itself, please use the contact information below. You will need to type the address in full into your email.
Electronic mail address - chairman
bespokewoodworkers.co.uk
Telephone - 01822 832216 or from outside the UK +44 1822 832216
Bespoke Woodworkers Limited, registered in England nr. 5059936
Registered office The Old Ropeworks, Lakeside, Tavistock, PL19 0AZ, UK