✅ New Again Code of Conduct (Plain English Version)

  • Every job should be a win-win — we help customers make the right decisions.
  • We never pressure customers into buying services they don’t need.
  • We don’t bodge — no cover-ups, no disguising problems, no quick fixes to pass issues onto the next owner.
  • We work with transparency, not just honesty — we show, explain, and document.
  • We treat customers with respect, including vulnerable ones.
  • We are clear on price — no hidden costs or last-minute surprises.
  • We use proper techniques, good quality parts, and always aim for lasting results.
  • We take pride in doing it right — shortcuts are not our thing.
  • We take responsibility — if we did something wrong, we own up and put it right.
  • We protect ourselves and our customers by recording and documenting everything — especially on complex or high-risk work.

📜 New Again Ltd Code of Conduct (Formal Version)

1. Integrity & Ethics

1.1 New Again Ltd shall operate with transparency, honesty, and integrity in all client interactions.

1.2 Staff must not engage in practices that obscure or disguise mechanical or cosmetic faults for the purpose of resale or financial gain.

1.3 Customers shall be guided toward suitable services based on their needs and circumstances without coercion or undue influence.

2. Service Delivery

2.1 All services shall be delivered to the highest standard reasonably achievable, using appropriate techniques, products, and tools.

2.2 No works shall be undertaken without clear, prior agreement with the customer, including scope, estimated cost, and any limitations.

2.3 Where new information arises during work that materially affects the job, the customer shall be consulted and approval sought before proceeding.

3. Pricing & Communication

3.1 Pricing must be clear, complete, and inclusive of VAT and other charges.

3.2 Quotations and estimates shall be provided in writing where possible, and any variance explained clearly in non-technical language.

3.3 Terms and conditions shall be made available to clients and referred to at point of booking.

4. Health, Safety & Environment

4.1 Staff shall operate in accordance with relevant health and safety legislation, and shall perform risk assessments where appropriate.

4.2 All work areas shall be maintained to a safe standard, with precautions taken to safeguard customers, staff, and third parties.

4.3 New Again Ltd shall make reasonable efforts to reduce environmental impact and comply with relevant environmental regulations.

5. Conduct & Professionalism

5.1 Staff shall act courteously, professionally, and respectfully at all times, both in-person and online.

5.2 Staff shall not publicly criticise customers, colleagues, or competitors.

5.3 New Again Ltd reserves the right to refuse service in cases where staff are asked to breach this Code or any applicable law.

6. Complaints & Resolution

6.1 Complaints shall be acknowledged promptly and handled fairly, with the aim of resolution without escalation.

6.2 Where complaints cannot be resolved internally, customers shall be informed of available dispute resolution options.

6.3 All relevant documentation (quotes, invoices, reports, correspondence) shall be maintained for review in the event of a dispute.