New Code of Practice for BAR Movers gives the Public 150%

Financial Protection – and much more!

The Office of Fair Trading (OFT) approved a new Code of Practice for all 650 members of the British Association of Removers (BAR) this week. The Code is the only one of its kind for the UK removals industry and provides the public with a guaranteed high quality of service and financial protection when moving house.

The Code has been developed by the BAR and the OFT under its Consumer Codes Approval Scheme and covers only BAR member companies. The OFT gave initial approval last year for the Code confirming that it did indeed provide the public with an enhanced level of protection. This most recent announcement confirms that the OFT is satisfied that BAR members are operating to the new Code and that they are taking the necessary steps to record their customers' level of satisfaction.

All BAR members abide by the Code that dictates the standard of service customers will receive, the quality of the materials used, the standards of vehicles and warehouses, staff training requirements and what will happen if something goes wrong. Most importantly the Code requires BAR moving companies to deal with their customers in a courteous and sympathetic way at all times.

Specifically the Code requires BAR moving companies to:

• make sure that advertising and promotional literature is clear and not misleading,
• provide customers with a clear description, price and timetable for the work carried out,
• offer insurance or other protection options,
• explain clearly their liability for loss or damage, the time limit for making claims, and cancellation/postponement rights and charges,
• provide staff who are courteous, competent, and committed to providing a high standard of service,
• and deal quickly and sympathetically with things that go wrong.

150% Financial Protection

The Code says that if the moving company were to cancel a removal more than 10 days before the agreed date for the work its must refund any money the customer has already paid. If it cancels less than 10 days before the agreed date it must refund 150% of the monies paid. This means that customers can be confident that the moving company will arrive on the agreed date and perform to a specified high standard.

If something goes wrong

If customers do have a complaint about a BAR member the Code requires the moving company to try to resolve it fairly, quickly and efficiently. If that's not possible the BAR itself will step in with its FREE Conciliation Service. If customers and moving company are still unable to reach agreement a low-cost, independent arbitration scheme is available operated by the Chartered Institute of Arbitrators.

Moving home has always been an anxious time for people. There is a great deal to consider and much upheaval. The BAR Code of Practice provides people with the confidence of knowing that they are employing a professional moving company, with published standards of service that are recognised and monitored by the OFT.

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