Customer Comms

36 articles

• Cancellation Policy Template for Tradespeople
  Cancellation policy template UK: Consumer Contracts (Information, Cancellation and Additional Charges) Regs 2013 - 14-day cooling-off for off-premises (in-home) contracts; model cancellation form mandatory; bespoke materials exemption; reasonable services charge if started
• Complaint Handling Procedure for Tradespeople
  Step-by-step complaint procedure: acknowledgement within 24h, investigation, written response, escalation to ADR, Consumer Rights Act 2015 remedies
• Customer Complaint Handling: De-Escalation & Resolution
  Handling customer complaints: LEAP method, Consumer Rights Act 2015 remedies, documentation, when to involve insurer
• Dealing with Chargebacks and Disputed Card Payments
  Card chargeback process for trades: 120-day customer window, 7–14 day evidence deadline, CCA s75 and Consumer Contracts Regulations 2013 defences, evidence pack, small claims route if the chargeback is lost
• Ending a Job Contract Early: Final Account & Payment Rights
  Contract termination: abandonment vs repudiation, minimum 7 days written notice, quantum meruit for work done, retention of title clause, Letter Before Action, small claims process
• Explaining a Deposit to a Customer: What and Why
  Deposit guidance UK: typical 10-30% small jobs, up to 50% materials-heavy kitchens/bathrooms; CRA 2015 requires deposits to be reasonable not a penalty; MLR 2017 cash above £10k triggers AML; FMB Guaranteed Deposit option; never 100% upfront for consumers
• Free Quote or Charge for Survey: When to Charge and How to Explain It
  Free quote vs charged survey UK: free for <30min visual assessment, £30-£150 redeemable survey fee for technical/design/diagnostic work, CRA 2015 s50 "free quote" claims binding, redeemable-fee model
• Handling a Customer Who Asks for Cash in Hand
  Cash is legal, undeclared cash is evasion (VATA 1994 s72, TMA 1970 s106A, FA 2007 Sch 24 penalties up to 100%); scripted response, what the customer loses without paperwork, HVD €10,000 cash threshold, MTD for Income Tax from April 2026
• Handling Negative Reviews: Tradesperson Response Guide UK
  Defamation Act 2013 honest opinion/truth defences, 7-14 day response window, acknowledge/empathise/own/correct/offer/offline framework, platform removal criteria, build review volume to dilute
• How to Ask Customers for Google Reviews
  How to ask customers for Google reviews: SMS/email templates, timing, Google's authenticity policy, CMA review guidance, response cadence
• How to Chase Late Payment: Professional Templates That Work
  Late payment chasing templates: friendly reminder through letter before action, statutory interest rights, small claims process
• How to Follow Up on an Unanswered Quote: Templates & Timing
  Quote follow-up templates: 3/7/14-day SMS and email templates, timing guidance, handling price objections
• How to Quote for Landlords and Letting Agents
  Practical guide to quoting, documenting and invoicing for letting agents/landlords vs owner-occupiers, incl. spend limits, access and payment terms
• How to Respond to a Bad Review: Google & Trustpilot Guide
  Responding to bad reviews: Google/Checkatrade/Trustpilot templates, removal process, building review volume
• How to Respond to a Snagging List: Contractor Guide
  Snagging list response: BS 8000 tolerances, categorised response letter, completion sign-off process
• How to Tell a Customer the Job Will Cost More Than Quoted
  How to tell a customer the job costs more: variation templates for hidden damage, scope creep, material increases, legal obligations
• How to Write a Professional Quote: Structure & Validity
  Professional quote structure: scope of work, exclusions, provisional sums, validity period, acceptance mechanism
• Job Completion Sign-Off Form for Customers
  Job completion sign-off form UK: scope confirmed, snag list, defects period start, payment trigger, warranty, photo evidence, signatures; starts limitation period for CRA 2015 services claims; CDM 2015 H&S file handover for notifiable jobs
• Job Handover Documents: O&M Manuals, Certificates & Warranties
  Job handover documents: Benchmark checklist, EIC, EICR, FENSA, G3 commissioning certificate, CDM Health & Safety File, as-built drawings, insurance-backed guarantees
• Late Payment Interest Letter Template (LPCDA 1998)
  LPCDA 1998 commercial late payment interest letter UK: 8% + BoE base rate (13.25% June 2026), £40/£70/£100 fixed compensation, 6-year limitation; Pre-Action Protocol for consumer debts
• Managing a Customer Snagging List
  Managing a snagging list: BS 8000 tolerances, categorisation (defect/snag/variation), 14-day acknowledgement, photo evidence, sign-off process
• Managing Customer Expectations on Lead Times
  Setting honest lead-time expectations: building the estimate from job book/material/permitting components, written confirmation before deposit, Consumer Rights Act 2015 s52 reasonable-time position.
• Payment Chasing Templates for Tradespeople
  Payment chasing templates: 4-stage escalation (friendly reminder → firm → final → LBA), Late Payment Act 1998 statutory interest 8% + base, £40/£70/£100 compensation
• Project Handover Documentation: Completion Certificates Guide
  Sign-off checklist at practical completion, electrical completion certificate, gas commissioning record, as-built drawings, 12-month defects liability period under JCT MW 2016
• Requesting Deposits UK: How Much & Legal Position Guide
  Requesting deposits: 10–30% typical, deposit vs part-payment, Consumer Rights Act terms, stage payment structures
• Retention Payments Explained
  Retention 3-5% under JCT; half at Practical Completion, balance at end of 12-month DRP; Construction Act 1996 (as amended) payment/pay-less notices; reform under consultation
• Scope Creep: Variation Orders & Pricing Extra Work
  Managing scope creep: variation order templates, pricing extra work, written confirmation before starting
• Setting Customer Expectations on Scope: What to Put in Writing
  Setting expectations on scope UK: written scope/exclusions/assumptions before starting, CRA 2015 s49/s50 (verbal statements binding), provisional/PC sums, avoiding "I assumed that was included" disputes
• Setting Customer Expectations on Weather: Outdoor Jobs and Delays
  Weather delays on outdoor jobs UK: naming specific stop conditions (rain/wind/temp) not vague "weather permitting", render/paint cure windows 5°C+/24-48hrs dry, Work at Height Regs wind limits ~23mph, who bears delay cost
• Stage Payment Schedules: Milestones & Legal Framework
  Milestones tied to objective progress (deposit→first fix→watertight→completion→retention); Construction Act 1996/2009 + residential occupier exemption; don't front-load; CRA 2015 withhold for defects; tie to BC inspections
• Terms & Conditions for Tradespeople: UK Template Guide
  T&Cs for tradespeople: payment terms, 14-day cooling-off right, variation procedure, Consumer Rights Act 2015 statutory rights
• Variation Order Template and Guide
  Variation order template: 9-section document with scope/price/programme/sign-off, Consumer Rights Act 2015 s.50 binding statements, JCT Minor Works 2016 Clause 3.6
• Variation Orders: Written Instructions & Pricing Guide UK
  Variation orders: written confirmation before starting (email/WhatsApp valid), Consumer Rights Act 2015 s.50 oral representations binding, JCT Minor Works Clause 3.6, quantum meruit fallback, scope creep log
• When a Customer Won't Pay the Final Bill: Step-by-Step
  Unpaid invoice step-by-step UK: Day 0 reminder, Day 14 LBA, Day 30 Pre-Action Protocol for Debt Claims (consumers - mandatory), MCOL small claims under £10k, free Small Claims Mediation Service; statutory 8%+base interest under LPCDIA 1998 (B2B only)
• Writing a Defects Liability Letter: Template and Guidance
  Defects liability / rectification period letters (start, acknowledgement, outcome, end-of-period templates); JCT defaults 3 months MW, 6 months IC/SBC; retention release; 6/12/15-year limitation periods under Limitation Act 1980 and Defective Premises Act 1972
• Written Contract Guide for Tradespeople
  Written contract structure: 12 essential clauses, Consumer Contracts Regs 2013 14-day cooling off, Regulation 36 waiver, Consumer Rights Act 2015 statutory rights