Our Code Of Conduct

At Stirling Electrical Services, we have a genuine passion for great customer service. We want customers to be delighted with what we do.

Our electricians are expected to follow these guidelines :-

• To display a polite and professional attitude at all times
• To arrive on site promptly at the agreed time
• To give immediate notification of any expected delay in arrival
• To ensure our electricians are smartly attired in our company uniform
• To ensure that specific customer requirements are fully understood and observed
• To work efficiently in a planned, methodical manner, ensuring any disruption is effectively minimised
• To ensure adequate measures are taken to protect your premises and its fixtures and fittings
• To comply fully with all rules and regulations relevant to the particular work we are carrying out
• To comply fully with health & safety regulations
• To handle any customer dissatisfaction in a courteous, respectful and objective manner
• To provide all customers with the opportunity to comment on the quality of service received

Our Code Of Practice

Stirling Electrical Services are an approved member of SELECT - the trade association for the electrotechnical industry in Scotland.

The following code of practice is part of our membership criteria with SELECT and aims to ensure the best possible relationship between SELECT Member firms and their customers.

The Code covers all electrotechnical work undertaken by Member firms in the disciplines that they have been satisfactorily assessed by SELECT.

The Code is in addition to the customer's statutory right.

Work

All work carried out by SELECT Members is required to comply with relevant British or European Standards, the Building Standards (Scotland) Regulations or other relevant regulations including Health & Safety legislation.

SELECT Members will use their skill and knowledge to complete their work in the most efficient and economical manner and in accordance with the terms and conditions of the contract used.

Quotations/Estimates and Tendering

Wherever possible quotations/estimates and the scope of work shall be in writing and include any qualifications, charges imposed and programme of work and state clearly when payments are due to be made by the customer. Where, during the course of work being carried out, changes are sought, the charges for the amended work should be agreed and Customers kept informed whenever possible of costs and work programme.

Prior to starting work members are urged to request acceptance of a quotation/estimate by the customer in writing.

Where, because of the nature of the task in hand, it is not possible to agree a price before work starts it should be made clear to the customer that charges will be on a labour and materials basis. Both parties should agree the hourly labour charge that will be made together with any incidental costs, such as travel and accommodation costs where appropriate.

SELECT Members should keep accurate records of work carried out, labour and materials used and all related expenses.

SELECT Members are required to comply with tendering procedures that conform to current recognised Industry Codes.

SELECT Members are required to use fair conditions of contract and promote the usage of standard forms of contract.

Guarantees

SELECT Members shall carry all relevant insurance including professional indemnity insurance as necessary.

Members shall provide customers with the terms and duration of any guarantee with the quotation/estimate and pass benefits of separate manufacturers guarantee for materials used (if available) to the customer. When the operation of a guarantee is conditional on the appropriate use or maintenance of an installation by the customer, this should be brought to the customer's attention.

Complaints Procedure

In the event of any complaint about the work carried out, the customer should first raise the matter with the Member firm and give them full opportunity to rectify any alleged failures or defects. The Member firm is required to investigate any complaint made and take the necessary action to resolve it within a reasonable time.

SELECT will assist if the matter cannot be brought to a satisfactory conclusion. The customer is then requested to provide details of the complaint and relevant documentation to SELECT.

SELECT will contact both parties and if necessary arrange to inspect the work in question.

If defects are identified, SELECT will liase with the Member and the customer in order to reach agreement on any required rectification work and, once agreed, the Member will be provided with a detailed report to action. On completion of the necessary work, SELECT will seek confirmation of the satisfactory resolution of the complaint from the customer.

Where it is not possible to involve the member firm that carried out the original work, SELECT will deal with the complaint in its entirety and, if required, employ another SELECT Member to assist.

Monitoring and Compliance

An independent Registration Board will monitor compliance with this Code of Practice. Any decision by SELECT can be appealed with the Registration Board.

SELECT can take disciplinary action if a Member firm does not comply with SELECT's Constitution and Rules.