Crab Insight
Vol 2 Issue 12
September 2015


In This Issue:

Legal Update
What we are being asked about
Top Tip
Reputation Matters
Reputation Advocates
Reputation Academy
Forthcoming Events
In closing

Dates for your diary:

15th September 2015
Special Event - Are you ready for the changes in consumer law?

1st October 2015
Consumer Rights Act & ADR come into force

7th October 2015
Business Brains

21st October 2015
Basepoint B2B Networking Hub

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B2c Button Means Business To Consumer Buying Or Selling” by Stuart Miles
Image courtesy of Stuart Miles/ 

Hello and welcome to the September edition of Crab Insight

We make no apology for mentioning the Consumer Rights Act again this month, because it comes into force on 1st October 2015.

It is the biggest overhaul of the law that applies to B2C sales in 40 years.

As we are all consumers, it will help us if things go wrong with our purchases of anything from cars to shoes, music to films. But it will also have a significant impact on those of us that sell goods, supply services or provide digital downloads to non commercial customers. Especially if we don't know how to respond when a customer says they want a full refund. 
  • Do you have to give one?
  • Are there alternatives such as a replacement or a repair?
  • What about a manufacturer's warranty? 
  • What if they want their travel costs as well?
  • What about online sales?
  • What if the customer says they are not going to pay for a service because you didn't carry it out when you said you would (there was another urgent job on)? 
If that's not bad enough (or good enough depending on your perspective) the rules on ADR (Alternative Dispute Resolution) come in at the same time. 
  • Do you have to use ADR?
  • Who is your ADR provider?
  • Do your processes take ADR into account?
Help is at hand as we have an event on the 15th September at Basepoint to explain all. If you can't make that event then get in touch and we will be only to happy to make sure your procedures are compliant.

Finally we would like to extend a big welcome to our new Reputation Advocates this month:

Legal Update

Consumer Rights

The new Consumer Rights Act comes into force on 1st October 2015.

Consumer Rights (Payment Surcharges) Regulations 2012

The Department for Business, Innovation & Skills (BIS) has updated its guidance on the Consumer Rights (Payment Surcharges) Regulations 2012.This takes into account guidance issued by the European Commission last year.

This provides clarification on the types of costs that can be covered when applying a payment surcharge, and the obligations imposed on traders to actively seek the consumer's consent for all payments.

Charity Governance

The Charity Commission has reminded all charity trustees that they are ultimately responsible for everything their charity does and that they have a duty to act collectively.

Charity Fundraising

The Information Commissioner's Office required the Institute of Fundraising to make changes to its Code of Fundraising Practice to clarify the rules on making unsolicited charity fundraising calls to people registered with the Telephone Preference Service.

FCA Handbook & PRA Rulebook

The new FCA Handbook and PRA Rulebook websites launched on 29 August 2015.

Advertising Standards Authority

The Advertising Standards Authority (ASA) received complaints that a competition run by Harrods was not administered fairly. Harrods investigated and decided that the terms were confusing.

The ASA said that the promotion breached CAP Code (Edition 12) rules 8.1 and 8.2 (Sales promotions). Harrods were told to ensure that future promotions were administered fairly and included clear terms and conditions for participants.

National Minimum and Living Wage

The Department for Business, Innovation & Skills (BIS) has announced a package of measures intended to improve compliance with the national minimum wage and the national living wage when the latter is introduced in April 2016.

Non-compliant employers will face higher fines and will potentially be disqualified from holding company directorships. There are no details of when this is likely to come into force.

What we are being asked about

In the light of all the recent cyber attacks on Ashley Madison, how can I give my clients reassurance that I'm doing all I can to protect their personal information whilst I hold it?

You may want to check out Cyber Essentials. You can gain accreditation under the scheme to show your clients you are taking Cyber Security Seriously. If you need any help you know where to come!

Does the Consumer Rights Act apply to my business?

If you sell goods, services or digital downloads to consumers then from 1st October yes it will.
In this context a consumer is an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession.

Top Tip

Do you use subcontractors?

Crimson Crab is pleased to announce that we are now able to supply a fantastic cloud based software system which simplifies the whole process of taking on and managing subcontractors.

It really does alleviate much of the hassle involved and helps with your due diligence.

No more wondering if a subcontractor has up to date insurance or that you have collected CIS registration details so that you can verify them with HMRC.

This system is flexible and it can be used for so much more than subcontractor management. In fact it can be used in any circumstances where you need a third party to supply information that you then need to review and accredit.

To find out more please follow this link which opens in a new window.

Reputation Academy members, if you need any help with your subcontractor accreditation process please remember All You Have To Do Is Ask by following this link.

Reputation Matters

Reputation Advocate Russell Streeter, from Excelsior Business Development talks about The Seven Keys Formula

Discover The Strategies Successful Businesses Use To Achieve Growth (That You Probably Aren't)
It takes more than passion and a good idea to build a successful business. If you’ve reached a “growth ceiling” in your business, with slowing sales and profit, or if you’re struggling to find the time for business development, this book by Reputation Advocate Russell Streeter offers proven solutions.
The Seven Keys Formula is a powerful business growth methodology that can help you achieve double-digit growth in your business.  This book is for you if:

  • You need new ideas and strategies for developing sales, improving profit margins and growing your business.
  • You are overwhelmed with the task of running the business that you have poured your heart and soul into.
  • You want to grow your business and prepare for sale in 3 to 5 years time.
  • You recognise that you taken your business as far as you can on your own and now need some outside input.

This bite-sized book will give you tools and ideas for winning new customers and will show you:

  • How to achieve growth rates of 70% or more in your business.
  • 99 ways to win new customers, to give you some ideas for your own business!
  • How to improve client retention and keep your customers coming back again and again!
  • Why you need to systemise your business so that it runs without you, and you have more time for development, client management or setting strategy.

When you download your free copy of the book "The Seven Keys Formula" you'll also be given automatic FREE membership of the business building community, and receive monthly newsletters, regular tips, expert advice and information to help you build towards sustainable and successful business growth.
Russell Streeter, founder and CEO of Excelsior Business Development, inspires audiences and clients to achieve greater success with his workshops and programmes based around the Seven Keys Formula. Russell is also a best-selling author and award-winning public speaker.

The Seven Keys Formula can be downloaded by following this link which opens in a new window.

Excelsior Business Development's Reputation Advocate page can be viewed by following this link which opens in a new window.

If you think that Reputation Advocacy is something for your business find out more by following this link which opens in a new window.

Reputation Advocates

We are delighted to introduce our Reputation Advocates if you need expert help for your business.

✔  They have been audited by Crimson Crab (Membership Criteria)

✔  They have signed a contractual undertaking to comply with our Code of Conduct and

✔  They meet the standards in our Ethical Trading Policy

This means that we know they have a great approach to business which reflects the core principles that Crimson Crab stands for. In addition we are confident that they put their clients at the heart of everything they do to provide the best possible service, and will rectify things quickly if they do go wrong. 

You can find a Reputation Advocate by following this link.

If you think that your business would benefit from becoming a Reputation Advocate please get in touch by following this link.

Reputation Academy

Crimson Crab's mission is to provide friendly and confidential support to businesses and help develop sensible strategies, tactics and processes to minimise and manage the risks to reputation, time and profitability from trading law.

To find out more please follow this link.

Forthcoming Events

Special Event - Are you ready for the changes in consumer law?

The Government wants to give consumers more confidence - and legal back-up - to deal with bad service or shoddy goods.This special event will help businesses understand their responsibilities under the new legislation.
To book a place please follow this link or call Wendy on 02392 637190.
15th September 2015
Waterlooville, Hampshire

Business Brains

Robert Briggs from Crimson Crab is one of the 'brains'.
A networking event with an opportunity to meet a variety of business specialists, ask questions and get one to one advice as well as meet fellow business community members to share experience and make new connections.

To book a free place please call Heidi or Lorraine at Basepoint Waterlooville on 02392 366060 or email

7th October 2015
Waterlooville, Hampshire

Basepoint B2B Networking Hub

Robert Briggs Guest Speaker - What can go wrong with a website
Find out more and to book your free place please follow this link
21st October 2015
Waterlooville, Hampshire

In closing

If there are any issues raised in this issue that you would like to talk to us about in more detail, please don't hesitate to get in touch by following this link. 

As always we would love to receive your feedback:
  • What would you like to see more of or less of?
  • Are there any reputational risks that you would like to see covered? 
  • Would you like a Special Event on any particular issue?
You can complete an on-line form by following this link, drop us an email using this link or call us on 023 9263 7190.
Please could we ask you to forward this copy of Crab Insight on to anyone that you think would benefit from the information. 

If you have been forwarded this email by a colleague, you can subscribe to our VIP list using this link and receive it every month for free.

Lastly, it would really help if you could take a moment to update your preferences using this link so that we can tailor our Crab Alerts to areas you are interested in.

Until next month

Don't worry, be Crabby savvy!!

and take care of your reputation.

Wendy and Rob

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