Code of Practice
Whoever you move with, it is important that the company abides by an industry accepted code of practice. Our code of practice is printed in full below. Whether it’s removals, storage, or any other service offered by A J Stephenson Removals in Essex, the code below will cover all aspects of our services.
These terms are viewed by us as a starting point and we aim to exceed these standards at every opportunity. We have succeeded at this and welcome you to experience the quality of service we will provide to you.
National Guild of Removers and Storers
Code of Practice
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NGRS – The National Guild of Removers and Storers
OAIP – The Ombudsmen Accredited Inspection Programme
RIOS – The Removals Industry Ombudsman Scheme
MEMBER – Member of the National Guild of Removers and Storers/Ombudsman Scheme
The member agrees to ensure that claims they make verbally, in writing, in advertisements or in marketing are honest and accurate.
The member agrees to give any removals industry inspector access to its premises and paperwork once a year to assess its suitability for continued membership of NGRS and inclusion on OAIP and its continued participation in RIOS.
The member agrees to fully cooperate with NGRS in relation to the conciliation service operated by NGRS from time to time. The member accepts that where they and their clients agree that a dispute should be settled through the NGRS conciliation service they will abide by its decision. The member further accepts that where their clients refers any matter to the RIOS that they will abide by any award made by the ombudsmen.
The member undertakes to notify NGRS immediately by recorded delivery letter if it is sold, changes hands, or if there is any change in its circumstances that may affect its membership status. If the member is sold or changes hands it will advise the new owners by recorded delivery letter (with a copy also sent to NGRS by recorded delivery letter), that they cannot continue to use NGRS’s name or logo nor the RIOS name or logo in advertisements, marketing materials on vehicles, stationery or in any other way unless they have written permission from NGRS to do so.
The member agrees to deal with complaints rapidly and courteously. When complaints are referred to NGRS conciliation service, the member agrees to give all assistance to NGRS to help resolve the matter. When matters are referred to the RIOS the member agrees to give all assistance to and provide any information or documentation required by the ombudsmen to help resolve the matter. In any case, the member undertakes to reply in writing to all correspondence concerning complaints, be it from the client, NGRS or the ombudsmen, within ten working days.
Wherever there is sufficient time between viewing and carrying out the removal the member agrees to provide written estimates or quotations for all work. The member further agrees to ensure that all such estimates or quotations are in duplicate, they incorporate the member’s terms and conditions of business and that, wherever possible, prior to work taking place they are in receipt of an acceptance copy signed by the client.
The member agrees to provide any inspector of OAIP with documentary proof, and allow independent verification from its insurance broker(s), that the member has insurance in place relevant to the removals and storage process, namely: Goods in transit, goods in storage, vehicle (fleet) and public and employee liability.
The member agrees to assist any of its clients by rapidly forwarding to them, insurers, or any other party materially involved in a claim, documents that will enable any insurance claim to be processed.
The member agrees to provide to their clients, when requested, the insurance information as supplied to an inspector of OAIP. Detailing insurance the member has in place relevant to the removals and storage process, namely: Goods in transit, goods in storage, vehicle (fleet) and public and employee liability.
The member agrees:
- Only persons having adequate knowledge and experience will supervise removals.
- Surveyors, drivers, packers and porters are trained to a good commercial standard.
The member agrees that whatever possible an inspector of OAIP and/or the NGRS nominated representative will be given access to the member’s premises and facilities for spot checks.
- The member undertakes to ensure that their storage facility is weatherproof, clean and secure.
- The member agrees to advise clients as to whether their goods will be stored loose or containerised or a combination of the two.
- The member agrees to supply clients with a detailed inventory of goods, to include notes of any markings or damage that are going into store. A duplicated copy of such inventory is to be retained by the member.
The member agrees to print its terms and conditions on the reverse of its quotations/ estimates or to include a copy of the terms and conditions with any such quotation/estimates. The member agrees to ensure its terms and conditions are fair and reasonable and comply at all times with statutory or other regulatory requirements and the requirements of NGRS.
- The member agrees only to undertake work where it has the expertise and equipment to carry out the contact efficiently and safely.
- The member undertakes to ensure that all equipment is maintained to the highest standards and meets legal requirements.
The member agrees to ensure that all vehicles meet the department for transport’s regulations, and the interiors are kept clean. The member agrees to ensure that all vehicles used on removal work are suitable for that purpose. The member agrees annually to provide details to an inspector of OAIP of the holder of its Department for Transport Heavy Goods Vehicle Operator’s Licence and of The Certificate of Professional Competence that enables such vehicle to operate within the law.
All members of The National Guild of Removers and Storers contract to abide by this code of practice. It covers the subjects below and is the most comprehensive in the removals industry.