British Association of Removers
CODE OF PRACTICE
1.STANDARD OF SERVICE
Members must be clear and open in their dealings with Customers. They must not knowingly misrepresent facts to a Customer concerning any aspect of a removal transaction. Members must
behave at all times with honesty and integrity in all their dealings with their Customers and the general
public. (e.g. by providing Customers with clear information, avoiding making additional charges for “hidden extras”. And acting fairly and responsibly when dealing with reasonable Customer concerns)
Members shall maintain a high standard of service to Customers. Trade fairly and responsibly and shall not conduct their business in any manner that would bring the Association or its Members into disrepute.
1. Members shall:
1.1 Safely handle and adequately protect Customers’ effects for transport and/or storage to minimise the possibility of accidental damage.
1.2 Comply with all relevant statutory and regulatory requirements (see Annex) and ensure that their staff are aware of the requirements relevant to their jobs.
1.3 Carry out an accurate assessment of the work required and provide fixed price written Quotati
ons without charge. Quotations will include a clear description of the work to be undertaken through the use of a service specification. This also applies when the items to be moved have been identified by a list or inventory. In these cases the Member must make it clear that the quotation applies only to the removal or storage of those items listed.
1.4 Provide relevant advice and information to the Customer free of charge prior to, during and after the removal takes place.
1.5 Ensure that all staff are sensitive to the needs of, and offer additional help to vulnerable
Customers. E.g. those for who English is not their first language, those with reading difficulties, or the physically disabled.
1.6 Ensure that all employees are fully aware of the terms of the Code. Relevant to them and that they play their part in ensuring that the Member complies with the Code.
1.7 Ensure that all Customer s are made aware of the Code of Practice. And the Member’s mandatory
adherence to it. This should be by distribution of a BAR Code leaflet or Member’s own company
1.8 Comply with BAR requirements for the independent monitoring of Customer satisfaction.
1.9 Not refuse to release goods for which they have no contractual liability. Also where no legal right
(lien) exists whilst acting as a subcontractor or destination agent.
2.1 All advertising and marketing material must be clear, legal and truthful. It must not be misleading.
For example by containing false statements, concealing or leaving out important facts. Promising to
do something there is no intention of doing. Or creating a false impression even if everything stated
is literally true. It must be compliant with all relevant UK legislation (see Annex).
2.2 Where a Member uses an additional or alternative trading name: All advertising and marketing material must clearly show the link or relationship with the Member.
2.3 Advertisements and marketing material shall display the Member’s BAR membership number in
conjunction with the BAR logo.
3. THE CONTRACT
Members shall provide the Customer with a clear description of the services to be delivered. (The
Quotation) Also use fair and plain contract conditions which clearly set out the rights and obligations
of each party. [BAR publishes model Terms & Conditions which are available for use by Memb
ers]. The Contract issued by the Member must comply with the Consumer Rights Act 2015. The Contract must:
3.1 Show the name and address of the Member
3.2 Describe the services to be provided for the price(s) quoted. Identify clearly those services
which are excluded e.g. onward delivery following a period of storage.
3.3 Provide clear information on the removal plan. Detail the itinerary or schedule, especially in respect of timings where a part load or groupage service is applicable.
3.4 Describe the terms of payment.
3.5 Identify the circumstances under which any additional charges may arise. For eaxmple storage and redelivery charges. For example when initial delivery cannot be made for reasons beyond the control of the remover.
3.6 Draw the Customer ’s attention to any services which the Customer might expect to be offered but
which would not normally be provided by the remover. (e.g. disconnection and/or reconnection of
kitchen and other household appliances. Taking down and re-hanging curtains. Clearing out cellars,
lofts and attics. Dismantling and/or erecting bedroom and kitchen furniture, children’s climbing frames, greenhouses, garden sheds, etc).
3.7 Provide the Customer with:
A copy of the full contract Terms & Conditions. In particular draw the Customers’ attention to those clauses relating to cancellation/postponement rights and charges. Their limits of liability and the time limit for making claims.
3.8 Provide clear information to Customer s regarding the provisions for protecting and refunding pre
-payments and deposits.
3.9 Incorporate an Acceptance form for the Customer’s written agreement to the costs and services
defined in the Quotation, and to the Terms and Conditions of the Contract.
4. INSURANCE & OTHER PROTECTION OPTIONS
All BAR Members must offer to their Customers EITHER:
a) Insurance against loss or damage to household goods and personal effects
b) Other protection options
4.1 a) Insurance If the Member makes an insurance sale or offer such insurance must meet the
Minimum Standards of Insurance set by the Association
4.2 b) Other protection options
If insurance cover is not offered or arranged as above then subject to a declaration of value by the Customer, the Member must accept liability under the terms of the Removal Contract. The Member must itself have in place insurance sufficient to meet such liability as specified in the Minimum Standards of Liability Insurance set by the Association. (available upon request).
4.3 Members shall have in place Public Liability insurance to the level set by the Association.
5.PREMISES AND RESOURCES
5.1 Vehicles and Equipment – Vehicles used should be presentable, roadworthy and suitable for removal work. Equipment must be suitable and adequate for the work undertaken.
5.2 Offices and Warehouses
5.2.1 Members shall operate from an established commercial place of business and comply in full with all regulations.
5.2.2 Members shall have a dedicated and well maintained office area with reasonable access for the
5.3.1 All staff employed, contracted or hired by the Member shall be presentable, polite and reliable.
5.3.2 An induction programme shall be in place for all staff.
5.3.3 All staff shall be suitably qualified by means of an initial period of relevant training or adequate
5.3.4 A continuing training programme shall be in place.
5.3.5 The company shall maintain a written record of the training undergone by each employee, including safety related training.
5.3.6 Where temporary staff are used, Members shall ensure that they are suitably qualified and/or
supervised by full time employees.
5.4 Packing: Method and Materials – Packing materials and method used shall be suitable for the purpose required. Environmentally friendly, disposable materials should be used wherever possible. Also in appropriate quantities for the protection and safe transport of the goods to be moved.
5.5 Inventories and receipts
5.5.1 For consignments accepted for storage, and/or international removals. (excluding European removals by road). The Member shall provide, as agreed with the Customer , either a detailed inventory or receipt.
5.5.2 All consignments stored must be adequately identified and stored in such a manner as to protect them from damage, pilferage and confusion with other consignments.
6 CANCELLATION OR SIGNIFICANT ALTERATION BY MEMBER
The Member shall not cancel or significantly alter services previously confirmed in writing by the
Member unless it is necessary to do so. As a result of reasons beyond the Member’s reasonable control such as war or threat of war. Conversley riot, civil strife, terrorist activity, natural or nuclear disaster. Also relating to fire or adverse weather conditions.
6.1 The Member shall agree and confirm in writing to the Customer a timetable and description of services to be provided. If for any reason these are significantly altered by the Member the Member shall give the Customer as much notice as possible of the changes.
6.2 Other than for reasons beyond the Member’s reasonable control: If a Member does cancel services
previously confirmed in writing, and for which a formal contract exists, the Customer shall be informed without delay and paid within 5 working days of the date of notification
If the cancellation occurs more than 10 working days before the agreed date for the work,
a refund of 100% of all monies paid. If the cancellation occurs within 10 working days or less before the agreed date for the work:, A refund of 150% of all monies paid with the exception of any VAT or insurance charge that exceeds that shown on the original removal quotation.
If monies have not been paid, the Member shall pay all reasonable costs incurred by the
Customer as a direct result of the cancellation.
6.3 If a Member does make a significant alteration to the agreed timetable or services within 10 working days of the agreed date for the work: The Customer shall be informed without delay and given the choice of one of the following: a) accepting the alteration OR b) cancelling the agreed services and receiving within 5 days a full refund of all monies paid. In the event that the work has already commenced, payment of all reasonable costs incurred by the Customer as a direct result of the alteration.
6.4 Where agreed services cannot be delivered because of company failure (e.g. liquidation or bankruptcy) BAR will endeavour to obtain the services of another BAR Member to complete the contract.