1 The Lower Sunbury Business Community (LSBC)
The LSBC is the local business community for retailers in and around Lower Sunbury and represents them at local government level. It is a non profit making body that was established over 15 years ago to encourage local retailers to engage in networking and promote business to eachoter.

2 This Code of Practice
This code sets out for the members of the LSBC the requirements that they have agreed to follow in order to attain the best level of service for their customers. By establishing the Code, each LSBC member has undertaken to adhere to its requirements. Those requirements are in addition to and in no way reduce the protection for consumers laid down by law. The Code contains a complaints provision (see paragraph 5) and lays down sanctions for any member who breaks it (see paragraph 6).

3 Obtaining Copies of the Code
Copies may be obtained from the Lower Sunbury Business Community Secretariat Office, 10 Avenue Parade, The Avenue, Sunbury on Thames, TW16 5HS tel 0844 800 7332 email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it ; web site: www.losbc.org

4 Purchase/Placement of Orders, Goods & Services
All members of the LSBC are committed to achieving satisfactory levels of quality of product and of service. Where product is purchased as seen or ordered for delivery (as against purchased as seen) it must match in terms of quality and value the price paid for such product net of any delivery or other charges agreed with the customer. By way of example only, product purchased from one member for delivery by another to either the original purchaser (i.e. the customer) or some other recipient must fulfill the match required set out above.

5 Complaints
Should a customer be dissatisfied with the quality of the product and/or service and first having unsuccessfully complained to the LSBC member they may complain by letter or by e-mail to the Chairman of the LSBC at the address in paragraph 3 above who will refer such complaint to the Consumer Advice and Arbitration Service (the Service) for attention. Such attention shall follow the process set out hereunder:-
Upon receipt of a complaint the Service MUST deal with the complaint in the following manner;-
a) The complaint must be handled in a professional and expedient manner and in any event must be acknowledged within five working days of receipt;
b) In the event of the Service finding that there has been late, early or non-delivery of an order (unless incorrect delivery details have been
given), the customer must receive delivery of a replacement item of equal value to the original order together with a written apology;
c) In the event of the Service finding that there has been delivery of a poor quality product a delivery of a replacement to the
full order value must be made along with a written apology. 
The decision of the Consumer Advice and Arbitration Service will be final and binding on the member.
In the event that dealing with the complaint in the foregoing way does not produce resolution of the complaint to the customer's satisfaction the customer may within ten days of receiving the decision of the Service refer the complaint to the President of the Chartered Institute of Arbitrators requesting the President to appoint a suitable member of that Institute to act as Arbitrator in the matter. The provisions of the Arbitration Act 1996 shall apply. The cost of any such arbitration shall be borne by the unsuccessful party.
The LSBC will keep a record of all complaints. The record will be available from its Offices by post on written request. It will not identify the complainants except with their written permission. It will draw conclusions and lessons from all complaints in order to improve the services of its members wherever possible.

6 Sanctions upon Members
Should the member fail to observe a decision of the LSBC Consumer Advice and Arbitration Service or of an appointed Arbitrator, the member's failure shall be reported to the Committee of the LSBC which at its meeting next following such report shall decide the penalty to be imposed upon the member for such failure. The penalty may extend to termination or suspension of membership.

7 Publicity
All publicity or advertising of product or services by the LSBC or any member must be honest, truthful and easily understandable and in accordance with the British Advertising Standards Authority requirements.