BMF launches Customer Service Charter

BMF launches Customer Service Charter

The Builders Merchants Federation has introduced a new Charter that commits its members to provide the highest standards of customer service throughout the building materials supply chain.


BMF merchant members will be required to commit to the ten point Charter, and encouraged to display it with pride at the merchant counter and on their website.


A separate version of the Charter for BMF Supplier members, which gives corresponding pledges to their merchant member customers, will further assist BMF merchants to offer the best possible service to trade and consumer customers.


Said BMF MD, John Newcomb: “We want the building trade to make BMF merchants their first port of call because they know they will get the best service there. By signing up to the Charter, BMF members are signaling their intent to constantly seek to improve their operation, to work with their suppliers to improve the effectiveness of the building materials supply chain, and to give customers real value for money.


“The Charter not only demonstrates the professionalism of BMF members, it also highlights the wide-ranging support they offer to their customers.”


Under the terms of the Charter, BMF merchants promise to:


  • Deal with customers promptly and fairly
  • Ensure that any complaints are handled equitably
  • Hold comprehensive and quality stock
  • Promote sustainable products and materials wherever appropriate
  • Offer product advice from experienced teams
  • Provide prompt deliveries
  • Provide structured credit facilities
  • Commit to best standards of health and safety
  • Minimise any adverse effects which their operations might have on surroundings and neighbours
  • Minimise and recycle waste and manage waste disposal in a responsible manner.

Under the terms of the BMF Supplier Charter, members will guarantee:

  • Prompt and fair dealings with merchant member customers
  • Help to stock and display our products
  • Sustainable products and materials
  • Technical support and product training
  • Commitment to improve the effectiveness of the building materials supply chain

Compliance with the Charter will be monitored by the BMF. If a customer believes that a BMF member has failed to live up to its terms, they may contact the BMF for advice on gaining redress. In the event that a complaint cannot be resolved between the two parties, the BMF Charter Advisory Service will be employed to reach a satisfactory solution or compromise.

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