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 ongoing membership of NGRS and its continued participation in RIOS.

Changes to member’s ownership

The Member undertakes to notify NGRS immediately by either email or Royal Mail Special 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 either email or Royal Mail Special 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 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 or the Ombudsman, within fifteen working days. The Member further accepts that where their client refers any matter to RIOS, that they will abide by any award made by the Ombudsman.

Estimates / quotations, avoiding mistakes

The member agrees to provide a written quotation in a timely manner to all of its potential customers and that the quotation should include the removers Terms and Conditions and/or direct the potential customer where those conditions can be located online.

Further still, the remover must make it clear in its quotation document that the potential customer, in accepting the quotation, is also accepeting  the Terms and Conditions.

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 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.

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 in a self storage facility or in any combination of the three.
iii. TIf requested the Member agrees to supply clients with a detailed inventory of goods going in to store, 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.