Alliance Moving and Storage - Code of Practice / Quality Assurance

PROVIDE ACCURATE AND HONEST INFORMATION
The Member agrees to ensure that claims they make verbally, in writing, in advertisements or in marketing material are honest and accurate.

ANNUAL INSPECTION OF MEMBERS
The Member agrees to give the Inspector access to its premises and paperwork once a year to enable the Guild to assess its suitability for continued membership of the Guild and inclusion on The Register of Approved Removers and Storers and its continued participation in the Ombudsman Scheme.

CONCILIATION
The Member agrees to fully co-operate with the Guild in relation to the conciliation service operated by the Guild from time to time. The Member accepts that where they and their client agree that a dispute should be settled through The Guild conciliation service they will abide by its decision. The Member further accepts that where their client refers any matter to the Ombudsman Scheme that they will abide by any award made by the Ombudsman.

CHANGES TO MEMBER'S OWNERSHIP
The Member undertakes to notify The Guild 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 The Guild by recorded delivery letter), that they cannot continue to use The Guild's name or logo nor the Ombudsman Scheme name or logo in advertisements, marketing materials on vehicles, stationery or in any other way unless they have written permission from The Guild to so do.

COMPLAINTS
The Member agrees to deal with complaints rapidly and courteously. When complaints are referred to The Guild Conciliation Service the Member agrees to give all assistance to The Guild to help resolve the matter. When matters are referred to the Removals Industry Ombudsman Scheme the Member agrees to give all assistance to and provide any information or documentation required by the Ombudsman 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, The Guild or the Ombudsman, within ten working days.

ESTIMATES/QUOTATIONS AVOIDING MISTAKES
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, that 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.

INSURANCE DOCUMENTS
The Member agrees to provide the Inspector 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.

INSURANCE CLAIMS ASSISTANCE
The Member agrees to assist any of its clients by rapidly forwarding to them, insurers, or any other party materially involved in claim, documents that will enable any insurance claim to be processed.

INSURANCE INFORMATION
The Member agrees to provide to their clients, when requested, the insurance information as supplied to The Inspector, 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.

REMOVAL SUPERVISION/STAFF TRAINING
The Member agrees:-
i. Only persons having adequate knowledge and experience will supervise removals.
ii. Surveyors, drivers, packers and porters are trained to a good commercial standard.

SPOT CHECKS
The Member agrees that wherever possible the Inspector and/or the Guild's nominated representative will be given access to the Member's premises and facilities for spot checks.

STORAGE
i. The Member undertakes to ensure that their storage facility is weatherproof, clean and secure.
ii. The Member agrees to advise clients as to whether their goods will be stored loose or containerized or a combination of the two.
iii 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.

TERMS AND CONDITIONS
The Member agrees to print its Terms and Conditions on the reverse of their quotation/estimate documentation or to include a copy of the terms and conditions with any such quotations/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 The Guild.

TYPE OF WORK, EQUIPMENT AND MAINTENANCE
i. The Member agrees to only undertake work where it has the expertise and equipment to carry out the contract efficiently and safely.
ii. The Member undertakes to ensure that all equipment is maintained to the highest standards and meets legal requirements.

VEHICLES
The Member agrees to ensure that all vehicles meet the Department For Transport's regulations, and the interiors kept clean. The Member agrees to ensure that all vehicles used on removal work are suitable for that purpose. The Member agrees to annually provide details to the Inspector of the holder of its Department For Transport Heavy goods vehicle operators licence and of The Certificate of Professional Competence that enables such vehicles to operate within the law.