The Web Guild Code of Conduct

This Code of Conduct for professionals working in the digital sector has been put together to help protect both professionals working in the industry and businesses using the services of those professionals ("clients"). Compliance with this Code of Conduct is mandatory for members of The Web Guild (the "Guild") and breach of the Code of Conduct may give rise to a right to terminate a member's membership in accordance with our Terms of Membership.

1. TYPES OF MEMBERS

   1. The Guild provides for the following categories of members:

      "Full Member"

      an individual who is a web professional with 2 years or more full time or 5 years or more part time experience within the digital sector;

      "Junior Member"

      an individual who is a web professional with less than 2 years full time or 5 years part time experience within the digital sector;

      "Student Member"

      an individual who is in full or part time education or training completing a course of study in a field relating to the digital sector;

      "Corporate Member"

      a partnership, company or other business entity active in the digital sector who has at least one employee who is a Full Member of the Guild;

      "Freelance Member"

      a sole trader, company or other entity active in the digital sector who has only one employee or sole trader and such employee or sole trader is a Full Member of the Guild.

   2. This Code of Conduct applies to all members of the Guild; however, certain requirements apply only to certain types of member. These are explained below.

2. STANDARDS WITH WHICH MEMBERS MUST COMPLY

   1. All members of the Guild shall:
      1. provide their clients with a high level of service and act fairly and honestly at all times and not bring the Guild or its members into disrepute;
      2. act fairly, honestly and transparently with their clients;
      3. if work for a client is being sub-contracted to a third party, endeavour to be transparent with their clients as to who is carrying out the work and, where possible, seek to ensure that work is only sub-contracted to third parties who are members of the Guild. The Guild strongly recommends that only services which can be carried out in-house are outsourced to third parties (for example where there is a short-term capacity or resource issue) to ensure that services are only sold to clients by members who have the relevant experience or knowledge;
      4. unless otherwise agreed, ensure that all clients are made aware at the outset of the fees that will be charged for the services being provided, whether this is by way of presenting clients with a rate card for future work, stating hourly or daily rates, or by providing fixed quotes or reasonable estimates for future work. All members shall ensure that clients are made aware when they are incurring costs or where extra costs are likely to be incurred;
      5. unless otherwise agreed, ensure that clients are made aware when work is being provided that falls outside of a fixed quote or estimate. Any fixed quotes should be as detailed as possible so that it is clear as to what is included in the quote. Where necessary members shall endeavour that clients are made aware of what products or services are not included in a quote or proposal;
      6. ensure that clients are provided with clear information in respect of payment terms and methods;
      7. unless otherwise agreed, ensure that accurate timescales are given to clients for completion of a particular project or piece of work;
      8. ensure that clients enter into written contracts in respect of the products or services being provided and that such contracts comply with any legal requirements from time to time;
      9. ensure that it maintains adequate professional indemnity and other insurances as required by law or by good industry practice and that is has provided a copy of its relevant insurance certificate(s) to the Guild;
      10. where work is sub-contracted, ensure that any agreed payment terms are fair and reasonable and such payment terms are complied with;
      11. ensure that any advertising, marketing or proposals presented by the member are clear and honest and comply with any legal requirements. Any such advertising, marketing or proposals should only refer to products or services that the member is able to supply;
      12. ensure that its website complies with all legal requirements from time to time;
      13. where applicable, be able to demonstrate that it informs its clients of the need to ensure that their websites comply with any applicable legal requirements (such as the provision of information relating to cookies). Members are not expected to give any legal advice but clients should be made aware of the need to get separate legal advice if necessary.
   2. In addition to complying with the letter of this Code of Conduct, all members of the Guild are asked to carry out their business in the spirit of the Guild. The Guild expects members to demonstrate experience, honesty, fairness, transparency, enthusiasm and helpfulness.

3. ADDITIONAL REQUIREMENTS FOR PARTICULAR MEMBERS

   Full Members

   1. In addition to complying with the requirements above, Full Members shall:
      1. maintain their Continued Professional Development (CPD) log. A Full Member's CPD log must include an entry at least every 3 months detailing their continued development in their specialism(s). Continued development can include:
         1. new skills, practices, tools or services used;
         2. sector specific material read;
         3. research carried out;
         4. courses attended;
         5. events attended.
         The Guild may recommend specific courses or training material from time to time which will then be highlighted on the Full Member's profile on the Guild's website if complete.
      2. if the Full Member wishes to retain any link to a Corporate Member's or Freelance Member's profile on the Guild's website, be tagged in at least 2 public portfolio items added by such Corporate Member or Freelance Member in each 12 month period. Where this is not possible (for example due to confidentiality arrangements or due to continued work on a large project) the Full Member should contact the Guild to explain the circumstances.

   Junior Members

   1. In addition to complying with the requirements above, if a Junior Member wishes to retain any link to a Corporate Member's profile on the Guild's website, such Junior Member shall be tagged in at least 2 public portfolio items added by such Corporate Member in each 12 month period. Where this is not possible (for example due to confidentiality arrangements or due to continued work on a large project) the Junior Member should contact the Guild to explain the circumstances.

   Corporate Members

   1. In addition to complying with the requirements above, Corporate Members shall:
      1. ensure that its Profile on the Guild's website displays relevant team members and employees who are either Full Members, Junior Members or Student Members. Corporate Members are encouraged to display any regular sub-contractors or links to other members who they work with regularly. Corporate Member's profile pages will appear higher in search results where there is a higher ratio of Full Members to Junior Members;
      2. ensure that its profile on the Guild's website does not cite individuals as a member of its team if they are not employed by that Corporate Member. Any sub-contractors or freelancers that the Corporate Member works with regularly can be cited as a collaborator;
      3. ensure that at least 2 public portfolio items are added to its profile on the Guild's website in each 12 month period, and that any relevant Full Members, Junior Members or Student Members who worked on the project are tagged in the portfolio item;
      4. ensure that team members are given an opportunity to undertake continued training or self-supported learning (whether formal or informal) to allow for their continued professional development.

   Freelance Members

   1. In addition to complying with the requirements above, Freelance Members shall:
      1. ensure that at least 2 public portfolio items are added to its profile on the Guild's website in each 12 month period;

4. DISPUTES AND COMPLAINTS

   1. Corporate Members shall ensure that all clients are given clear contact details of who to contact in the event that they wish to make a complaint. Corporate Members should ensure that all of their team members are adequately trained on how to handle complaints.
   2. Once a complaint has been made to the relevant contact, Corporate Members should ensure that it is dealt with in accordance with the Corporate Member's complaints handling procedures. As a minimum we recommend that complaints are acknowledged within 5 working days (or, if the relevant contact is out of the office, the client is informed that their complaint will be acknowledged within 5 working days of the contact's return) and that any complaints are resolved within 30 days of the acknowledgement. If it is not possible to resolve a complaint within 30 days (for example, because of complexity) a plan should be in place within the 30 day period to resolve the complaint. The client should be updated as necessary.
   3. If a Corporate Member cannot resolve a complaint, it may be necessary to refer to other forms of dispute resolution, such as mediation. The Guild does not provide a mediation service but http://www.civilmediation.justice.gov.uk/ and http://www.cedr.com/solve/mediationservices/ give details of mediators that may be available in your area.
   4. Any complaints received by a member are a matter for the member and the client and the Guild does not therefore get involved in any complaints made against a member. However, if we are notified of complaints against a member we may contact the relevant member for further information. If we are notified of more than 3 complaints against a member in any 12 month period we may contact the member to request further information. In such a case we may need to invoke the suspension and termination provisions of our Terms of Membership.

5. USE OF THE SEAL

   1. Corporate and Freelance members of the Guild are entitled to display the Seal on their business stationery and on their website.
   2. In displaying the Seal, Corporate and Freelance members are required to comply with any specifications, standards or directions relating to the use of the Seal that are published on the Guild's website from time to time.
   3. When displayed on a website, the Corporate or Freelance member must ensure that the Seal links to that member's company profile on the Guild's website, allowing visitors to confirm their membership status.
   4. No person may display or use the Seal who is not a current Corporate or Freelance member of the Guild. If a member ceases to be a member or their membership is suspended in accordance with our Terms of Membership their right to display and use the Seal shall cease.

6. AUDIT

   1. Each Corporate Member and each Freelance Member shall provide the Guild with such audit rights as the Guild shall from time to time reasonably require in order to ensure such Corporate Member or Freelance Member is adhering to the requirements of this Code of Conduct. Such audit may include:
      1. requesting example quotes, proposals or other documentation to ensure they comply with the requirements of this Code of Conduct (client names and prices may be removed);
      2. speaking to members of the team to ensure they are aware of and complying with the requirements of the Code of Conduct in practice; and
      3. posing as a mystery shopper to perform an initial inquiry call or email, expected to take no more than 15 minutes of the member's time..

THE WEB GUILD © 2015