In association with Edinburgh City Council
Edinburgh
Trusted Trader

Frequently asked questions and help

We want consumers and local residents to make full use of the Trusted Trader scheme, as well as traders to take full advantage of their Trusted Trader membership.

So we have included some help and answers to frequently asked questions, but if you can't find the answer below then please contact us.

Consumers and residents

1. How do I leave or read reviews?

To leave a review, simply select the review a trader link. To search for reviews for a particular business or trade, select the search for a trader option. When you have some results, select the trader you want and this will open into their business page. There should be a large button called view reviews or you can also scroll down the trader's business page and this will also take you to their reviews.

2. What checks do Trading Standards do on traders?

All applications to the Edinburgh Trusted Trader scheme are fully vetted by The City of Edinburgh Trading Standards officers, including a face-to-face interview. You can see what is involved by selecting the vetting process.

3. Do traders have to abide by a code of conduct?

Yes. All traders that join the scheme agree to abide by the Trusted Trader Code of Practice. This code outlines the expectations and general requirements for all members to commit to fair and honest trading.

4. What should I do if I have a complaint against a trader?

In the first instance you must always communicate directly with the trader. If you are unsatisfied with the traders response, then you are welcome to look at our customer complaint and dispute resolution process.

5. How do I contact customer support?

You can call us on 0333 444 0195 between 9.00 am and 5.00 pm Monday to Friday or fill in our contact form.

6. Is 0333 444 0195 a premium rate number?

No. 0333 calls cost the same as calls to national numbers (01 or 02) and form part of any inclusive minutes. Calls from landlines and mobiles are included in free call packages.

Traders and business owners

1. How do I edit my business details?

If you look at the top right-hand side of any page of this website, you will see a trader log-in option. Selecting this will allow you to access your trader control panel and give you access to your business listing.

2. What is a trader control panel?

Your trader control panel provides access to your Trusted Trader business listing. From here you can view and edit any of your listing details.

Once you have logged into the control panel, you can easily:
  • view your business page
  • edit your business details
  • change, amend or add search categories that are related to your business
  • change the text on your page, you can add up to one thousand words
  • upload photos, up to 12 images can be displayed to showcase your work to prospective clients
  • edit any social media links
  • view and download your Trusted Trader invoices
  • download your certificate
  • download review forms
  • display any approved trade body memberships that you are a member of
  • change your password.

3. I can’t access my trader control panel

Your log-in is the e-mail address you provided when you signed up to be a member of the Trusted Trader scheme. If you can't remember your password, then select the following link: please reset my password.

If you can't remember the e-mail address you signed up with or are having problems accessing your listing, please call us on 0333 444 0195 or fill in our contact form.

4. How do my customers leave reviews?

On your Trusted Trader business listing, there is a blue leave a review button your customers can select. Or they can simply visit the Trusted Trader home page and select the review a trader button. Alternatively customer review forms and Freepost envelopes will be provided to traders as part of their welcome pack.

These can also be obtained from any City of Edinburgh Council or Neighbourhood offices, which will also be happy to accept any completed forms and process them for you.

5. What should I do if I receive a customer complaint?

You need to deal with the complaint using your own complaints procedure. If the customer is still not happy then please refer them to our customer complaints process.

6. What should I do if I am unhappy with a customer's review comments or rating?

All reviews are fully moderated and any negative comments will be checked to ensure they are genuine. We will not remove negative comments just because a trader doesn't like them, but we are happy to liaise between reviewer and trader if there is any opportunity to resolve an outstanding issue or dispute.

If you have any concerns, then contact our customer services team on 0333 444 0195.

7. How do I contact customer support?

You can call us on 0333 444 0195 between 9.00 am and 5.00 pm Monday to Friday or fill in our contact form.

8. Is 0333 444 0195 a premium rate number?

No. 0333 calls cost the same as calls to national numbers (01 or 02) and form part of any inclusive minutes. Calls from landlines and mobiles are included in free call packages.