Trade Associations
The Pen Warehouse belongs to the following Trade Associations:
We are committed to abiding by the rules of these Trade Associations in an endeavour to provide unrivalled levels of service and quality to our customers. These associations regulate the activity of their members and act as arbitrators in the unlikely event of a dispute. We have enjoyed many years membership with all these associations without incident and we intend to continue as active members for the foreseeable future.
BPMA Code of Practice
Members must display, demonstrate and represent their products and services fairly and avoid deceptive, misleading and unethical practices.
Members must not disparage fellow members of their work.
Members must conduct their business at all times in a manner that will uphold the reputation and standing of the promotional merchandise business and the standing of the Association and its members.
Members must conduct their business in accordance with the British Code of Advertising, Sales Promotion and Direct Marketing and all other relevant Codes of Practice and members must also conduct their business in conformity with all legal obligations.
Members must abide by all rulings of the Advertising Standard Authority, the Committee of Advertising Practice and all other relevant regulatory bodies affecting the promotional marketing industry in general and the promotional merchandise business in particular.
Members must take responsibility for all agents that are used on their behalf to make sure that they abide by the same standards as would apply to members.
Members must give complete respect and confidence to any confidential information which comes into their possession in the course of their work.
Members must comply with any decision made by the BPMA and its committees in the proper discharge of Association business.
The BPMA Board of Directors is empowered to enforce this Code of Conduct and to consider any complaint made against a member company and to act accordingly. A Disciplinary Code procedure is available.
Promota Code of Practice
Member companies have a duty of fair dealing with their customers
Member companies shall not do anything that may corrupt the reputation or integrity of the advertising gift trade generally.
Member companies shall not knowingly undermine the relationships of other members with their customers by any means beyond those of fair competitive practice.
Member companies which submit quotations to customers shall state for how long the prices are valid and what ancillary charges such as artwork or delivery costs are extra.
Member companies supplying samples must ensure that these are a true example of the goods to be supplied.
Member Companies are committed to supplying goods of acceptable quality and to supplying them on time.
Member companies shall not encourage customers to expect delivery dates that are unrealistic and unlikely to be fulfilled.
Member companies shall acknowledge orders specifying reference numbers, quantities, colours, print details and agreed delivery dates.
Member companies shall do all that they can to ensure that delivery times, once agreed, are adhered to. Any deviations shall be notified to customers immediately.
Member companies shall be responsible for advising customers of whatever details, weights and dimensions are required for export documentation.
Member companies shall ensure that goods supplied and their presentation boxes are packaged so as to arrive undamaged. Bulk packaging must allow for the individual packaging of items if this is necessary for their preservation.
Member companies shall ensure that any deviations in fulfilling orders outside acceptable limits of tolerance be rectified immediately and with priority.
Member companies have a duty of fair dealing with their suppliers.
Member companies shall ensure that orders to their suppliers are clear and to prevent misunderstandings, shall include essential information such as product reference numbers, quantities, colours and prices, together with print instructions specifying process, text, size, colour and position.
Member companies shall, if cancelling an order, reimburse the supplier for all reasonable costs incurred up to the time of the cancellation.
Member companies shall adhere to terms of payment agreed with suppliers.
Member companies, if asked by a customer or another member to refer a dispute to an adjudicator appointed by PROMOTA, shall not unreasonably refuse to do so unless the matter is to be dealt with in a Court of Law. If the adjudicator appointed by PROMOTA is not acceptable to any of those involved in the dispute, they can agree on the appointment of another adjudicator, provided that they pay for the service themselves.
