1st August 2022

New guidance on delivery charges

Business Companion has published a new expert guide to business-to-consumer deliveries.


By JTS Staff
Journal of Trading Standards' in-house team
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CTSI has launched a free, expert guide about business delivery charges on behalf of the Department for Business, Energy and Industrial Strategy (BEIS).

The new guide, hosted on the Business Companion platform, covers the legal requirements and duties for traders organising their deliveries to consumers. It also provides guidance on providing better customer service to consumers awaiting their deliveries and a helpful self-assessment checklist for businesses to check how they’re doing.

The guide is designed to clarify the legal duties of businesses, and CTSI says it hopes that the Trading Standards profession will aid the guide’s distribution by sharing it with businesses in their local authority area.

Helen Buckingham, Regulatory Consultant and author of the Delivery Charges guidance said: “The importance of reliable and effective deliveries for businesses to customers is vital for supporting consumer confidence. This new guide will aid companies in improving their deliveries to customers at a time when the cost-of-living crisis makes good customer service even more critical.

“Traders are entirely responsible for their goods until they are in the hands of the consumer. If goods are damaged in transit, it is the trader that is responsible for replacement and redress. This guide ensures that businesses know their role and responsibilities in the delivery pipeline from depot to door and what they can do to fulfil their duties at a better standard. I recommend this guide to all businesses focussed on deliveries to customers.”

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