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E-Customer-satisfaction Code of practice.

1. Qualification & Website Requirements

1.1 E-customer-satisfaction is operated by Rm Development limited and was born with bringing customers together with online companies that do regard their customers needs as important. By publicly displaying real feedback from customers showing how they deal with good and negative remarks. Website owners are required to qualify through a points system that is needed for safe internet transactions. E-customer-Satisfaction have no association with any manufacturer, retailer or service provider and is totally impartial.

1.2 E-customer-satisfaction acts in the interest of both the consumer and the website owners with one aim - to encourage praise where praise is due and to help customers that cannot resolve disputes with the company directly.

1.3 The Website owner Agrees to make customer satisfaction a priority and is shows Customers that they are prepared to take their satisfaction seriously.

1.4 Feedback by a third part we believe is the most powerful tool available on the internet today for customers to gain confidence.

1.5 The website will use the E-customer-satisfaction plug in to encourage feedback.

1.6 Any advertising on the website, whether by the website owner or third parties, must comply with the British Codes of Advertising and Sales Promotion (BCASP) and any other relevant code of advertising and all other statutory requirements. These include The Control of Misleading Advertisements Regulations 1988 (as amended) and, if the website owner offers credit, The Consumer Credit (Advertisements) Regulations 2004.

1.7 The website must display the website’s name and address, contact telephone numbers, also an email address.

1.8 Any advertising on the website, whether by the website owner or third parties, must conform to the rulings laid down by the Advertising Standards Authority (asa.org.uk). Also due to obligations under the Disability Discrimination Act 2005. The website should make reasonable provision to be compatible with technology that facilitates Internet use for the disabled.

1.9 Customers should not be charged premium rates for a UK inland call for queries relating to a transaction.

2. Transaction requirements

2.1 Services or products must be accurately described with clear characteristics (e.g. dimensions, materials etc). Any variations from this should entitle the consumer to cancel the order and return it for refund.

2.2 The total price, including p&p & VAT where applicable must be shown for the complete order before consumer final agreement to place the order

2.3 Any restrictions on ordering (e.g. parental approval, geographic location) must be made clear to the consumer as a part of the description of the product or service.

2.4 Payment options must be shown and secure processing of payments is essential.

2.5 The method of delivery must be clearly identified.

2.6 There must be no orders taken that are unlikely to be fulfilled within 30 days.

2.7 The use of ‘High pressure selling’ must not be used and any special offers must have the time or condition requirements clearly identified.

2.8 The consumer must be advised of confirmation of the order within 24 hours. This confirmation must include the company details, the total price and a unique order number. Clear instructions on the consumer’s rights of cancellation or return, including timescales should be displayed on terms and conditions or refund page with an explanation of how consumers actions can effect a cancellation or return, including any return costs that may be applied.

2.9 Where any delivery timescale and/or delivery date is stated the consumer must be advised in advance if that timescale and/or date will be delayed, the consumer’s right to cancel should be made clear. If there is an ongoing contract with the customer the minimum duration for the contract to supply goods or services continuously or recurrently must be clearly explained.

3. Terms and conditions pages.

3.1 The website must specify: the company name, address of the principal place of business, email address and telephone number and the company number and VAT number where appropriate; also any ancillary costs such as delivery charges and the delivery procedure; The right of the consumer to cancel the order for at least fourteen working days after delivery; in terms of services fourteen days after the contract is agreed or after the consumer has agreed to the service starting. Cancellation periods may be longer if you have not complied with the detail of the Consumer Protection (Distance Selling) Regulations 2000 (as amended) where those regulations apply. Further information can be found at the web page below. http://www.dti.gov.uk/ccp/topics1/ecomm.htm The terms & conditions which the website owner uses for transaction must take into account: Unfair terms in consumer contract regulations on which office of fair trading. Guidance on this is available at the webpage below. http://www.oft.gov.uk/Business/Legal/UTCC/guidance.htm The retailer must conform with Statutory Instrument 2005 No. 37 (The supply of extended warranties on domestic electrical goods order 2005) if the website offers products which fall into this category. Details are available at http://www.opsi.gov.uk/si/si2005/20050037.htm

3.2 The consumer must be able to, before and after the order, be able to scroll through and, if required, print the terms and conditions &/or privacy policy.

3.3 The product or service ordered must be delivered within 30 days unless the customer agrees otherwise. In the event that the delivery time cannot be met, the consumer’s has the right to cancel, with a total refunded, within 30 days, including delivery costs that may have been paid.

4. Customer Complaints

4.1 Complaints should be made to the website owner prior to any negative feedback is registered.

4.2 E-customer-satisfaction should be used when disputes cannot be resolved with the company in question.

4.3 Complaints of a nature that are caused by a third party (i.e. postal) should be made direct to the third party rather than the website owner as this is often beyond their control.

4.4 Complaints regarding quality should only be made if a refund is not given, this is a difference of opinion and not reason to complain if the company has taken reasonable action to rectify the situation by refunding.

4.5 Customers should read terms and condition pages before sending complaints.

4.6 If in the event you cannot come to a reasonable conclusion and the customer or retailer wishes for the complaint to be escalated to E-Customer-satisfaction both parties can air their side of the transaction and impartial 3rd party will help with concluding the issue.

4.7 E-Customer-Satisfaction does want to here from customers that do not receive products or services or have trouble from companies that do not take their complaint seriously or in the event where no return correspondence by companies in question have been made. This can then warn others about these companies and help stop them from continuing to provide poor services.

4.8 Complaints should be aimed at companies that do not try to satisfy customers.

5. Customer Satisfaction Benefits

5.1 Compliments for companies should be made on E-Customer-Satisfaction to show which companies are trustworthy.

5.2 Share your experience to help the companies that do work hard to provide customers with a good shopping experience.

5.3 Improve the internet by doing this and others will do it for you, when you see the E-Customer-Satisfaction logo this will be providing you knowledge that these companies are safe to trade with through other peoples feedback.

6. Security

6.1 Methods of payment must be secure and there are no reasons for this to be otherwise. E-Customer-Satisfaction will only accept companies that use secure payment gateways where that do not require credit card details prior to accessing them.

6.2 The website owner must be aware of its obligations under the Disability Discrimination Act 2005 as mentioned previously.

6.3 The same standards on security of data or processing payments by any third party used by the website should have these requirements.

7. Privacy Policy

7.1 The website owner must conform with requirements set out by the Data Protection Act, 1998, also by the Privacy and Electronic Communications (EC Directive) Regulations 2003.

7.2 The consumer must be able to opt out of any distribution of personal data to third party companies. If the consumer does not reject further use, it must be made separately clear that has the option provided to reject such use.

7.3 The website must incorporate a privacy policy.

7.4 Before the customer can submit personal details to the website, they must be able to view the privacy policy

7.5 Email marketing is not allowed unless the customer has given their permission.

8. Minors

8.1 Orders shall not be taken from minors under the age of 16 years without the permission of Guardian or Parent.

8.2 No data from minors under the age of 16 years or data on themselves must be stored or collected other than for the use to process the order.

8.3 Rewards should not be offered to minors under the age of 16 years

8.4 No further communications other that the processing of an order, may be sent to a child under 12. With minors that are 12-16 year old, only communications which are relevant can be made which the child understands and what is involved in those communications.

9. Disclaimer

9.1 E-customer-satisfaction has no involvement with companies listed, we only hold comments made, which customers should use their own judgement as to whether they choose to use a particular company based on the comments left. E-Customer-satisfaction in no way endorses products or services provide by these companies. Comments are made freely by the public and we are in no way connected by these comments, we do not endorse any comments or accept any liability for comments made by others.