Code of Practice

Scope: This Code applies to campervan converters listed on the Built to Roam platform.

Built to Roam Ltd ("Built to Roam") is a UK-based digital marketplace and community platform dedicated to the campervan and adventure vehicle sector. The platform connects customers with independent professional campervan converters and related service providers.

This Code of Practice sets out the minimum standards of conduct, workmanship, transparency, and customer care expected of all campervan converters listed on the Built to Roam platform ("Converters"). Adherence to this Code is a condition of registration and ongoing participation.

Built to Roam does not itself provide conversion services and does not guarantee the accuracy or completeness of listings. Responsibility for services, advice, workmanship, and compliance rests with the individual Converter.

1. Customer Assurance and Fair Dealing

1.1 Authorisation of Work

Converters must not commence work without the customer's clear authorisation. Any additional or unforeseen work identified during a project must be fully explained and approved by the customer before proceeding.

1.2 Compliance with Law

Converters must ensure their business practices, contracts, and terms and conditions comply with all applicable UK consumer, trading, and safety legislation, including, where relevant, the Consumer Rights Act 2015.

1.3 Insurance

Appropriate and valid insurance must be maintained at all times, including cover for customer vehicles and property while in the Converter's care, custody, or control.

1.4 Honesty and Transparency

Converters must act honestly, professionally, and respectfully in all dealings with customers, subcontractors, and Built to Roam. Misrepresentation of experience, qualifications, pricing, or availability is prohibited.

2. Quality of Work, Repairs, and Faults

2.1 Professional Standard of Work

All work must be carried out with reasonable skill, care, and judgement by competent individuals using suitable materials and components.

2.2 Disclosure of Faults

Any faults, defects, or safety concerns identified during work must be communicated to the customer clearly and promptly, including an honest explanation of urgency, options, and indicative costs.

2.3 Workmanship Guarantee

All workmanship and repairs must be guaranteed for a minimum period of 12 months, without prejudice to the customer's statutory rights.

2.4 Servicing and Build Standards

Servicing and installation work should follow manufacturer guidance and recognised industry standards. Any deviations must be explained and agreed in advance.

2.5 Protection of Vehicle and Warranties

Converters must take reasonable steps to protect the customer's vehicle, fittings, and existing warranties throughout the build or service process.

2.6 Safety and Regulatory Compliance

All work must comply with relevant safety and regulatory requirements, including where applicable:

• Gas Safety regulations
• Electrical safety standards
• Vehicle modification and roadworthiness rules
• DVLA requirements and recognised industry guidance, such as NCC standards

3. Pricing, Payments, and Timeframes

3.1 Transparent Pricing

Converters must clearly communicate pricing structures, accepted payment methods, and any staged or milestone payments before work begins.

3.2 Timescales and Delays

A realistic estimate of project duration must be provided at the outset. Customers must be informed promptly of any delays, with reasons and revised completion dates.

3.3 Replaced Parts

Where parts are replaced, customers should be offered the opportunity to inspect old parts upon collection, unless the parts are required for warranty, exchange, or legal purposes.

3.4 Subcontracted Work

Converters remain fully responsible for the quality, compliance, and suitability of all work and parts supplied, including any subcontracted services.

4. Customer Feedback, Complaints, and Disputes

4.1 Complaints Process

Converters must maintain a clear, accessible, and fair complaints-handling process.

4.2 Routine Issues

Routine concerns should be addressed promptly by staff with appropriate authority to resolve them.

4.3 Serious Complaints

More serious complaints must be acknowledged and investigated, with a substantive response provided within 14 days where reasonably practicable.

4.4 Fair Resolution

Converters must make reasonable efforts to reach a fair and proportionate resolution.

4.5 Role of Built to Roam

Where a complaint is raised through the Built to Roam platform, Built to Roam may act as a neutral facilitator. Built to Roam does not adjudicate legal disputes and is not liable for the outcome of services provided by Converters.

4.6 Cooperation

Converters agree to cooperate with Built to Roam during any platform-led review or mediation process and to engage constructively with reasonable outcomes.

4.7 Use of Feedback

Converters should use customer feedback to improve processes, prevent repeat issues, and maintain high service standards.

5. Professional Conduct and Platform Standards

5.1 Competence and Training

Converters must ensure that all staff and contractors are suitably trained and competent, particularly for safety-critical work such as gas, electrical, and structural modifications.

5.2 Consistency of Standards

Converters listed on Built to Roam are expected to uphold the principles of this Code across their business, not solely for work sourced via the platform.

5.3 Quality and Compliance Reviews

Converters agree to cooperate with Built to Roam's quality, compliance, and listing review processes, including providing accurate information and responding promptly to issues raised.

5.4 Platform Integrity

Commitment to this Code supports trust in the Built to Roam marketplace and helps maintain a fair, high-quality ecosystem for customers and converters alike.

6. Community and Sustainability

6.1 Community Participation

Converters are encouraged to contribute positively to the Built to Roam community through knowledge sharing, collaboration, and promotion of best practices.

6.2 Environmental Responsibility

Environmentally responsible practices, such as waste reduction, recycling, and the considered use of sustainable materials, are strongly encouraged.

Acknowledgement

By registering on the Built to Roam platform, Converters confirm that they have read, understood, and agree to comply with this Code of Practice. Failure to adhere to this Code may result in review, suspension, or removal from the platform, in accordance with Built to Roam's Terms of Use.