On 28 December 2009, the Provision of Service Regulations 2009 brought into force new legal obligations specifying the information that service providers must provide to their customers. The Regulations also specify how complaints must be dealt with.

The Regulations apply to all service providers operating within the UK, subject to the following main exceptions:- financial services, electronic communications, transport, temporary work agencies, healthcare, audiovisual, gambling, and social services.

The information which service providers are required to give their customers includes:-

  • details of any trade or professional registration or membership of any authorisation scheme;
  • VAT number;
  • any standard terms and conditions;
  • the price of the service;
  • any after-sales guarantee;
  • the main features of the service; and
  • details of any professional liability insurance.

The information can be provided online, made available for inspection at the place where the service is provided, or sent to the customer.

The Regulations also require service providers to provide contact details for customer complaints; to respond to complaints as quickly as possible; and to use best efforts to find a satisfactory solution to complaints.

The Department for Business, Innovation and Skills (BIS) has produced a guidance note for business on the Regulations.