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Frequently Asked Questions – Members
What trades do you accept?
We currently accept these trades – if your trade is not listed and you think it should be, contact admin@artisancentral.fr
Architects/Surveyors
Builders/Renovations
Carpenters/Joiners
Chimney Sweeps/Stoves
Electricians
Flooring/Carpets
Furniture Makers
Garden Designers/Landscapers
Garden Machinery Repairs and Servicing
Gardeners/Tree Surgeons/Garden Maintenance
Groundworks/Plant Hire
Handyman
House/Barn Clearance
Interior Architecture
Kitchen and Bathroom Services
Locksmiths
Metalwork
Painters and Decorators
Plasterers
Plumbers/Heating
Project Management
Property Management
Renewable Energy
Roofers
Sandblasting
Satellite, TV and Telecoms
Scaffolding
Security/Alarms
Septic Tanks/Fosse Septique
Stonemasons
Swimming Pools Services
Tilers
Transportation
Windows, Doors & Conservatories
What pre-checks will Artisan Central make?
The following checks are made on all applicants:
- SIRET Number/Trading Address
We check the SIRET number is current and the business matches the registered trading address.
Frequency: At application stage and annually
- Proof of ID
We require a copy of current ID such as a passport or driving licence.
Frequency: Once on receipt of application
- Qualifications and Accreditations
If the member confirms they have trade-related qualifications and accreditations we require a copy.
Frequency: Once on receipt of application
- Insurance – Assurance Décennale
If the member confirms they have Assurance Décennale (ten-year guarantee) in place, we require a copy. We check that the insurance matches the services being offered to customers.
Frequency: At application stage and annually at policy renewal date
- Insurance – Public Liability Insurance
All members must have Responsabilité Civile Professionnel cover (public liability) in place, we require a copy.
Frequency: At application stage and annually at policy renewal date
- Customer References
A minimum of two relevant customer references for work undertaken in the past 12 months are required and checked.
Frequency: Once on receipt of application
- Code of Practice
Members agree to uphold the Artisan Central Code of Practice.
Frequency: Once on receipt of application
- Customer Reviews
The email addresses of customers who submit reviews are automatically checked. Artisan Central undertakes random checks by telephone on a minimum of 20% of reviews received.
Frequency: Ongoing
How will potential customers find my profile?
The advanced search function enables customers to find the right artisan for them - so anyone looking for your area of expertise will quickly get to know about you and your business wherever you are based.
Customers can search in several ways:
- By business name.
- By trade – for example ‘plumber’.
- By postcode and trade – the customer enters their postcode and the specific trade they are looking for, all artisans covering their area will appear in the search results.
- Consulting the A-Z of members.
How long is the application process likely to take and how do I apply?
Artisan Central staff will write and build your online business profile based on the information provided in your application form. You will be able to approve your profile before it goes live.
How is my online business profile built?
We aim to make the process as quick and easy for you as possible, providing you with as much administrative support as you need – it can take as little as four days from receipt of application to being accepted as a member. If necessary, we can complete the application form for you over the phone.
The application form can be filled in online (in one go); downloaded, completed and emailed or posted to Artisan Central; or Artisan Central can complete the form for you over the phone.
You can email or post copies of your ID and other paperwork; we will contact your customer references on your behalf.
What documents do you need and how do I get them to you?
Once you have submitted a Membership Application Form we will contact you to confirm the next steps. You will need to provide:cks you should always make before entering into an agreement with an artisan. The best way to ensure quality workmanship and to choose the right member for you is to:
- Proof of ID (compulsory).
- Proof of public liability insurance (compulsory).
- Proof of Assurance Décennale (if applicable).
- Proof of qualifications/accreditations (if applicable).
- Two customer references (compulsory) – you provide the names; we do the rest.
What is the Artisan Central Code of Practice?
Our members take their business reputation seriously and agree to uphold the Artisan Central Code of Practice. Members will:
- Have a valid SIRET number.
- Be clear, honest and professional with customers.
- Be realistic about a start date and how long work will take.
- Arrive on the date and time agreed.
- Treat customers, property and the environment with respect.
- Be clear if there are any call out charges.
- Provide a written devis, an additional contract for variations, and a written invoice, if requested.
- Provide proof of insurance, trade-related qualifications and client references, if requested.
- Maintain any registration, qualification and insurance required by French law.
- Only undertake work within the scope of the SIRET number and insurance policy.
- Keep customers updated about all aspects of the work including any problems, additional costs and delays.
- Deal with customer enquiries, complaints and problems promptly, proactively and professionally.
- Encourage customers to submit a review.
- Alert Artisan Central staff within 48 hours of any changes to their business which affects the accuracy of their profile, for example cancellation of business insurance, no longer trading etc.
I already have an excellent professional reputation, why should I join?
Sadly, there are numerous rogue individuals operating throughout France who do not have the same regard for customer service, workmanship and professionalism as our members. It can be difficult for customers to know which artisans to trust and we have all heard about the resulting horror stories. Customers have expressed a strong desire for a review-based artisan directory in France – can you afford not to be a part of this professional group?
It can be equally difficult for hard-working artisans to find new customers and stand out from the crowd. Artisan Central is the only pre-checked directory, therefore, you will not see any other business registered with Artisan Central without being verified first. Your Artisan Central business profile is entirely tailored to your business needs. Artisan Central promotes members directly to our email enquirers and across digital spaces.
Your Artisan Central business profile and customer reviews will help consolidate your business reputation, attract new customers, enable you to take on the type of work you enjoy most, and ensure a steady stream of work throughout the year.
Why do I have to provide proof of insurance?
It is obligatory for ALL trade/construction professionals to have in place as a minimum assurance responsibilité civile professionnelle [RC Pro]. Without this, membership cannot be granted to the Artisan Central Directory.
By French law certain artisans working in the building trade are required to have Assurance Décennale (ten-year guarantee) in place, see: https://www.service-public.fr/professionnels-entreprises/vosdroits/F2034
We recommend you check with your insurance provider that all the trade services you offer are appropriately covered, particularly where you offer multi-services, as some trades such as plasterboarding/plastering require décennale assurance. Artisans should ensure their business activities match the APE code associated with their SIRET number and declare all activities to their insurance provider as undeclared activities are not covered.
I do not have any trade-related qualifications or accreditations - will this have a negative effect on my profile?
Many non-regulated trades do not require a formal qualification or accreditation, and experience may be more important to potential customers than a piece of paper obtained many years ago. If you do not have trade-related qualifications or accreditations the qualification/accreditation ‘tick box’ will not appear on your profile. If you do later have a qualification or accreditation in place, Artisan Central will update your profile.
How much does membership cost?
We offer a highly competitive membership package, an advanced tailor-made website, and our promise to promote our members at every opportunity. We also have a range of payment options to choose from – from monthly payments through to discounted half-yearly and annual payments. See for full details.
Does Artisan Central guarantee my work?
While Artisan Central undertakes pre-membership checks on all its members, as a member you will run your own independent business and are solely and legally responsible for the quality of your work, the professional way in which you run your business, and the accuracy of your profile on the Website - therefore Artisan Central cannot guarantee your work. See Code of Practice and T&Cs.
Can anyone give a customer review and what are the guidelines about reviews?
We only allow genuine customers to comment on your work, reviews are screened by Artisan Central staff and checked where necessary. If we have any doubts about a review we will contact you to discuss it. Other members of the public will not be allowed to review or comment on your work through the website.
To protect you and the customer, there are strict procedures in place for customer reviews:
- The reviewer must be a paying customer of the artisan/business and have no financial or personal interest in the artisan/business.
- The work should have been undertaken in the last 12 months and been completed.
- The customer must raise any issues about the artisan’s work with them direct and give reasonable time for them to rectify the problem or respond before leaving a negative review.
- The review must be restricted to the reviewer’s personal experience of the artisan’s work and not the opinion of family, friends or others.
- The artisan must be a current member of Artisan Central at the time of the review and at the time the work was carried out.
- The review should be accurate, fair, factual, legal and proper; non-defamatory and non-libellous.
- Artisan Central will not publish reviews about insurance issues if the customer has chosen to work with a member who does not offer Assurance Décennale.
- The administrator at Artisan Central has the right to edit, modify or refuse to publish a review.
- A review may be refused on the grounds it is anonymous, unconfirmed, libellous, defamatory, violates the Agreement or does not comply with applicable laws and regulations; the customer is asked to modify their review but does not do so within the deadline mentioned in the email; the review violates other people’s rights, privacy, intellectual property; the review is of a marketing nature; the review is from an employee or ex-employee or family member; the reviewer is not a genuine customer; the customer is unable to provide proof that they are a genuine customer, proof of the work carried out, or proof that the negative review is warranted.
How does the review system work?
Once the work is complete, customers are asked to rate a member’s work against four key criteria:
Timekeeping and Reliability: Was the artisan punctual and reliable throughout. Was the work finished to an agreed schedule?
Customer Service: Was the artisan courteous and professional throughout?
Quality of Work: How would you rate the quality / finish of the final work?
Value for Money: How would you rate value for money? Consider the quality and scope of the work undertaken, initial quotation, additional work agreed and the final overall cost?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Customers are also able to leave a summary of the work, up to a maximum of 600 characters, a member can respond to feedback.
How are negative reviews handled?
To protect you and the customer, there are strict procedures in place for customer reviews:
- In the unlikely event a customer encounters a problem with a member’s work the customer should raise the problem directly with the member. This should happen as soon as possible and the member given reasonable time and opportunity to rectify the problem or respond before any negative review is submitted (Step 1).
- A negative review will not be published or actioned by Artisan Central until Step 1 has been taken.
- If a negative review has been submitted and the customer confirms Step 1 has been completed but no resolution reached, Artisan Central will ask the customer if they wish us to contact the member on their behalf.
- If the customer wishes us to contact the member, Artisan Central will do so with the aim of suggesting an appropriate course of action enabling both parties to reach a resolution. See Dispute Resolution Guidelines.
- Artisan Central may request evidence of the problem. If the customer fails to provide sufficient evidence or does not respond to Artisan Central within 28 days, the negative review will not be published but will be retained on a member’s file for future reference.
- If the customer does not wish us to contact the member, the negative review will not be published but will be retained on a member’s file for future reference.
- If a member does not respond to Artisan Central messages about a negative review within 28 days, the feedback will be published, but may be subject to editing by Artisan Central.
- We cannot accept reviews from anonymous sources or anyone except genuine customers.
- If legal action is taken against a member or a customer, a review will be published once legal proceedings have been finalised.
- We aim to respond to complaints within two working days.
- Artisan Central aims to remain impartial and cannot provide legal advice or undertake investigations or negotiations on behalf of customers or members. In the event a resolution cannot be reached customers or members should refer to the Dispute Resolution section for further guidance.
- If a satisfactory resolution is reached, customers will be asked to revise their initial review and resubmit.
- The administrator at Artisan Central has the right to edit or refuse to publish a review.
What if I do not agree with a customer review?
For negative reviews, the process is outlined in the question above. Artisan Central will not publish any negative reviews until the feedback process has been fully applied, unless a member fails to respond to Artisan Central messages within 28 days. A negative score is 2 stars or less. Members have the right to reply to any review on the website and their reply will appear on their profile. The administrator at Artisan Central has the right to edit or refuse to publish a reply.
What response time can I expect from Artisan Central?
- We aim to respond to general emails enquiries within 48 hours (Monday to Friday).
- We aim to respond to urgent emails within 24 hours (Monday to Friday).
- We aim to respond to complaints within two days (Monday to Friday).
How can we contact Artisan Central?
- Telephone line open 0900-1800 hours, Monday to Friday.
- You can contact Artisan Central by phone, email or by social media.
- During busy periods, you may need to leave a message and we will return your call.
Do you refuse or cancel membership?
Yes, if an artisan does not uphold the Code of Practice and Terms and Conditions or cannot provide the necessary documentation (ID, proof of insurance etc.), or adequate customers reviews – membership may be declined or suspended.
If you have a question which has not been answered here, contact: admin@artisancentral.fr
Currently accepting artisans in all departments of France.