Trading Standards Team: Enforcement and Service Standards

We aim to ensure that when we enforce the law our actions are proportionate, consistent, fair, and appropriate, that people understand why the action is being taken, what is expected from them and what they should expect from us. We aim to be helpful and open in our actions and target our resources at the highest risk areas.

If as a result of an inspection or investigation you are required to take some action, we will make it clear what must be done, why, and by when, distinguishing between legal requirements and good practice, in written and verbal communications. We will confirm verbal advice in writing when requested. Prior to formal action being taken, unless immediate action is required, we will discuss the circumstances, where possible. Where immediate action is necessary we will explain why it is needed and confirm this in writing within 10 days. We will also advise businesses on compliance with the law. Your right of appeal against an enforcement notice is detailed on the back of the notice.

Officers will identify themselves by name and be courteous, helpful and provide you with a contact information for future reference.

We aim to:

• inspect all businesses that we consider as a high risk at least once a year.
• inspect other premises at intervals that reflect the degree of risk involved in running that business in accordance with national agreed guidance. medium Risk premises are visited at least once every three years. We will endeavour to find less resource intensive means to deal with our LOW risked premises.
• serve a notice if one is required following a visit and to ensure compliance revisit within a maximum of 28 days.

We aim to:

• ensure that anyone requesting a service or making a justifiable complaint will get a first response within three days informing them who is handling the request, what is going to be done and how long we estimate it will take to deal satisfactorily with the matter.
• If we are unable to give you a same day response to an enquiry about your consumer rights we promise to get back to you by the following working day and respond in accordance with the standards laid down by the Community Legal Service Quality Mark.

We also aim to:

• respond immediately (same day or within one working day) to complaints relating to the safety of consumer goods and services depending on the degree of risk involved. In other cases we will determine whether an immediate action is required on our part to help resolve a dispute. This will be dependent on the circumstances of the case and the vulnerability of the customer.

We aim to:

• respond to complaints about our services within 28 days.

For further information contact Trading Standards.