Legal

We operate within DTI regulations and all group members are insured for Public Liability. Equipment and tools are PAT tested for safety and our Risk-Assessment documents, Health & Safety policy and Terms & Conditions list are available upon request. Testimony to this approach is the volume of repeat projects we have done.

Code of Practice

We are members of the Mister Group of companies who have the stated Aims and Objectives of establishing and maintaining minimum standards within the cleaning and wood floor restoration industry, in accordance with the Constitution of the Group, to safeguard the reputation of The Mister Group and to protect customers in both the domestic and commercial markets.

The following Code of Practice is intended to be a minimum standard to which members conduct their business to uphold the Aims and Objectives stated above. Compliance with the Code of Practice is mandatory for all members of the Mister Group, and all members of the group are expected to provide a fair deal for their clients at all times.

The Office of Fair Trading and other Government and legal authorities provide official consumer protection and fair trading regulations. All Mister Group members are expected to keep up to date, comply with and operate to these regulations. This includes the Torts (Interference with Goods) Act 1977 which covers uncollected goods and the Cancellation of Contracts Made in a Consumers Home or Place of Work etc. Regulations 2008 which covers consumers rights of cancellation if a contract is made anywhere other than your business premises. The following Code is intended to provide consumers and commercial clients with additional security and peace of mind when employing the services of a carpet and upholstery cleaner, a hard surface cleaner or wood floor restorer who is a member of the group.

Members of the Mister Group of companies offering wood floor restoration services always adhere to the Code of Conduct as they all share a common commitment. They promote the highest possible standards of professional conduct and ethical practices.

The full Torts (Interference with Goods) Act 1977 can be found online at: www.legislation.gov.uk.

The full The Cancellation of Contracts made in a Consumer's Home or Place of Work etc. Regulations 2008 can be found online at: www.legislation.gov.uk.

A summary of advice regarding Doorstep Selling is published on the NCCA website here: www.ncca.co.uk.

The Citizens Advice Bureau, or other consumer protection organisations, may also be able to provide advice.

1. Customer Service and Satisfaction

Customer service and satisfaction is the most important aspect of a member's business. As such The Mister Group expects all members to operate in such a manner that minimises the possibility of customer dissatisfaction or complaints. To this effect it is required that members adhere to the following principles.

Professional Standards

Members are expected to show due diligence at all times whilst performing services for their clients.

This should include compliance with PAS86: 2008, the Publicly Available Specification for the Professional Inspection Maintenance Cleaning and Restoration of Floor Coverings plus compliance with and operating under the manufacturer's guidelines for use of their products.

Industry best practice should be followed with regard to all services provided and members have a duty to keep themselves current with relevant industry practice. The Mister Group will endeavour to assist members to keep up to date through various media, training opportunities and events.

Appropriate training should be undertaken by members for all of the services they offer, and the One to One Rule, whereby The Mister Group requires a trained technician to be present at every job, must be strictly adhered to at all times.

Timely and Effective Communication

This must include;

• Replying to telephone calls, emails and other forms of communication promptly.


• Punctual attendance of appointments.


• Informing clients of delays in attending appointments should they occur, even if the delay is minimal.


• Rescheduling appointments to suit client's needs if required.


• Providing comprehensive written quotations in the timescale advised.


• Advising clients of any factors which may affect cleaning outcomes or price prior to commencement of works.


• Informing clients of their rights of cancellation under the Doorstep Selling Regulations 2008.


• Informing clients of the existence of this Code of Practice


2. Pricing

The Mister Group does not in any way seek to impose a price structure on its membership. Costs and expenses vary widely from one part of the country to another, and prices will also vary considerably with volume, condition and quality of items to be cleaned and the type or size of area to be reconditioned.

It is difficult to maintain a professional, effective service if the price charged is insufficient or incorrect.

Notwithstanding the above, The Mister Group expects members to offer value for money, and retains the right to investigate the price charged by a member should a consumer complaint be received.

Particular consumer concern regarding the cleaning industry is the inflation of prices once cleaners are on site performing work. To allay consumer concerns and help remove undesirable practices from the industry, members are advised to be aware that offering additional services (such as protector application) is perfectly acceptable, but that high pressure sales practices and illegal "Bait and Switch" selling tactics will not be tolerated and may result in expulsion from the Mister Group.

3. Advertising and Promotions

Members should, at all times, ensure that any advertising, promotional materials and customer communications are truthful, honest, clear and unambiguous. This includes Internet based advertising, web sites and social media as well as printed materials, telephone promotions and broadcast media such as radio and television.

Compliance with Advertising Codes should be ensured at all times. Details of advertising codes can be found on the Committee of Advertising Practice website:

http://www.cap.org.uk/The-Codes/CAP-Code.aspx and http://www.cap.org.uk/The-Codes/BCAP-Code.aspx

Any terms, conditions and time constraints applicable to any promotions should be clearly presented at the point of promotion.

4. Complaints

Complaints may well be received from time to time, no matter how carefully a business operates. To minimise the impact of any complaints received, members are required to follow the procedure below.

a) Acknowledge the complaint immediately, within 24 hours.

b) Without admission of responsibility, inform the client that the complaint will be promptly investigated and a reply given as soon as practically possible.

c) Thoroughly investigate the complaint within a reasonable timescale and not more than 14 days from the original complaint and reporting back to the client with any findings.

d) Should the complaint be justified, endeavour to deal with the problem in the most effective manner possible, at no cost to the client, hopefully to their satisfaction. Members offering cleaning services should offer to re-clean or re-process a carpet which has been cleaned or processed unsatisfactorily because of fault on their part, free of charge. This should be completed within a reasonable timescale and not later than 28 days from the original complaint. Further, in the event of loss or damage, which is shown to be due to the member's negligence, the member agrees to pay fair compensation. What is fair is a matter to be determined according to the facts of each case. The technician is not obliged at law to replace any lost or damaged article with a new article, nor to reimburse the customer the complete cost of buying a new article. Both parties should take into account the depreciation and wear and tear, which has occurred prior to the loss or damage, as this may affect the articles value in respect of compensation to be paid.

e) Should the complaint not be justified, inform the client in writing within 14 days of the issue initially being reported in a professional and sensitive manner, detailing why you believe the complaint to not be justified.

f) Should the customer not be satisfied with the method or manner in which their complaint was handled, they have the right to seek the advice of another authority.

g) Members are required to comply with all reasonable requests from The Mister Group or its representatives for information regarding complaints within 7 days and are required to co-operate fully with any investigation by the group, Trading Standards or any other regulatory body or consumer protection organisation.

h) The decision of any arbitration undertaken by The Mister Group is to be final and binding on the member. Any actions to be taken by a member in resolution of a complaint decided upon by The Mister Group must be undertaken within 14 days of written notification by the group.

5. Owners Risk Clauses

Clauses stating treatments are undertaken at the owners' risk are inconsistent with this Code of Practice and may well be unreasonable and therefore unenforceable under the Unfair Contract Terms Act 1977.

However, if in a particular case it is apparent to the member that;

1. Damage may be an inevitable consequence of the cleaning and restoration process

2. The article is of exceptional value

3. There are other unusual factors

it would be both wise and reasonable for the member to point this out in writing to the client. In such circumstances the member may ask the client to acknowledge in writing that cleaning and restoration is undertaken in full knowledge of the risks involved. Members should, however, be aware that legal precedent would usually indicate that in their professional capacity as an experienced cleaner or wood floor restoration specialist, the member may still be liable for any damage occurring as a direct result of the cleaning and restoration process.

6. Enforcement

Should The Mister Group become aware of any breach of this Code of Practice, membership may be suspended pending an investigation.

Following investigation should any breach be confirmed the member may either;

a) Be expelled from The Mister Group under the provision for expulsion in the Articles of Association, or

b) Be given a probationary period during which any further breaches of this Code will result in expulsion from the group. The length of probationary period is to be determined by the Board of Directors, but shall be not less than three (3) months and not more than eighteen (18)

The Mister Group will publicise and promote this Code of Practice to consumers, the commercial sector and the industry as a whole with the intention of creating awareness of the Code and the enhanced protection it provides when using the services of any of its members. Such promotion will be made via the Mister Group website, editorial articles and advertisements in the trade and consumer press and through any means the group deems appropriate.

Members of The Mister Group are required to make the existence of this Code clear to their customers through their own marketing and customer information, and in the event of a complaint, provide a copy of the Code to the complainant should this be requested.

Updated August 2019.

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