18/06    31 January 2006

The British Association of Removers (BAR) Consumer Code of Practice has successfully completed the first stage of the OFT's Consumer Codes Approval Scheme.

BAR represents 650 of the leading British removal companies, and its members carry out around 80 per cent of all removals in the UK every year. By completing Stage One, BAR has satisfied the OFT that its Consumer Code of Practice promotes and safeguards consumer interests beyond the minimum requirements of consumer law, including quality standards relating to premises, vehicles, staff competence and insurance protection for customers.

The BAR Code of Practice offers consumers:

• protection of all client monies through the creation of a centralised reserve fund by the association
• an independent redress scheme (arbitration)
• comprehensive monitoring procedures - including visits by  independent inspectors and a consumer satisfaction  survey
• independent disciplinary procedures with a range of  sanctions including warnings and ultimately termination  of membership to deal with non-compliant members.

The BAR Code has also sought to address current consumer concerns within the industry, these include the following:

• a common practice among 'cowboy' firms in the industry is to give a low initial quote, and then raise it during the course of the removal with hidden costs. BAR members are required to provide an accurate fixed price written quotation.
• some removal firms hire casual staff with no formal  training and allow them to conduct removals without  adequate supervision. BAR members are subject to requirements in the Code to adopt clear training standards for staff and/or ensure adequate supervision by suitably qualified staff
• 'cowboy' operators advertise under different names to give the impression of several competing companies. BAR members must fully disclose the identity of their owner or proprietor. Members are also required to state their membership number in all advertising.

BAR will now be invited to provide the OFT with evidence that its code is working in practice and delivering on its promises.  Only codes that demonstrate that they are effective in promoting consumer interests will be approved and be entitled to display the OFT Approved Code logo and official promotion.

John Fingleton, OFT Chief Executive said: 'By signing up to the OFT Consumer Codes Approval Scheme, businesses demonstrate their desire to offer a higher standard of consumer protection to their customers. We welcome the work undertaken by BAR to develop its code of practice, and look forward to working with them during this next stage towards OFT approval.'

NOTES

1. BAR is the trade association for the British Removal industry and currently represents 650 of the leading removal companies in the UK.

2. The OFT's Consumer Codes Approval Scheme (CCAS) aims to promote and safeguard consumer interests by helping them to identify better businesses, and to encourage those businesses to raise their standards of customer service. The core criteria cover the organisation of the code sponsor, the preparation and content of the code, complaints handling, monitoring, compliance and publicity (see press release 31/01).

3. The CCAS consists of two stages:
Stage One – The code sponsor makes a promise that its code  meets the OFT's core criteria. The code sponsor must make sure  that its code contains measures designed to remove or ease consumer concerns and undesirable trading practices in its sector. At this stage, the code sponsor is not allowed to claim OFT approval for its code because there has not yet been an evaluation of how well the code is working in practice.  
Stage Two – The code sponsor must prove its code meets the  initial promise made. The burden of proof lies with the code  sponsor, who must also show that the code is being effectively  implemented by all who claim to adhere to it and that consumer  disputes are being properly resolved. Only when this proof has been  met will OFT approval of the code and promotion follow.

4. You may obtain a copy of the code by writing to BAR at Tangent House, 62 Exchange Road, Watford, Hertfordshire WD18 0TG or email info@bar.co.uk

5. See the Approved codes of practice section for more information.