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Code of Practice

Abbreviations:

NGRS = National Guild of Removers and Storers
NIRII = National Independent Removals Industry Inspectorate
RIOS = Removals Industry Ombudsman Scheme

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 any Inspector of NIRII access to its premises and paperwork once a year to enable NGRS to assess its suitability for continued membership of NGRS and inclusion on NIRII and its continued participation in RIOS.

Conciliation

The Member agrees to fully co-operate with NGRS in relation to the conciliation service operated by NGRS from time to time. The Member accepts that where they and their client 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 client refers any matter to RIOS, that they will abide by any award made by the Ombudsman.

Changes to member’s ownership

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 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.

Complaints

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 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, NGRS 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 to any inspector of NIRII 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.

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 a 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 an inspector of NIRII, 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 an inspector of NIRII and/or the NGRS 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 containerised 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, which are going into store. A duplicated signed 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 quotations/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 NGRS.

Type of work, equipment and maintenance

i. The Member agrees only to 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 of 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 an inspector of NIRII of the holder of its Department For Transport Heavy Goods Vehicle (HGV) Operators Licence and Certificate of Professional Competence that enables such vehicles to operate within the law.

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