1. The British Florist Association (BFA)
The BFA is the industry trade association for retail florists and represents them at local, national and international level. It is a Company limited by guarantee and is recognised by Government both here and in the European Community. It was established over 50 years ago.

2. This Code of Practice
This code sets out for the members of the BFA 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 BFA 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 or any member who breaks it (see paragraph 6).

3. Obtaining Copies of the Code
Copies may be obtained from members premises or from the British Florist Association, PO Box 5161, Dudley, DY1 9FX Tel 01384 213263; email:info@britishfloristassociation.org; website: www.britishfloristassociation.org

4. Purchase/Placement of Orders
All members of the BFA 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. However, because flowers and plants are a natural product and can be in or out of season and can vary in colour (or in other natural ways) but still be the same product as purchased, the customer will have no valid complaint based on such variations.

5. Complaints
Should a customer be dissatisfied with the quality of the product and/or service and first having unsuccessfully complained to the BFA member they may complain by letter or by e-mail to the Chairman of the Communication and Membership Services Committee of the BFA (the Chairman) at the address in paragraph 3 above who will refer such complaint to the BFA 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 plus a complimentary selection of flowers together with a written apology;
(c) In the event of the Service finding that there has been delivery of poor quality product or under-value then a delivery of a replacement to the full order value must be made along with a written apology. In this case the reference to poor quality means product that has deteriorated within forty-eight hours of delivery.
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 BFA 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 BFA Consumer Advice and Arbitration Service or of an appointed Arbitrator, the member’s failure shall be reported to the Council of the BFA 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 in accordance with Article 2.5 of the Articles of Association of the BFA which authorises the BFA to impose such penalty.

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