Northover and Gilbert are members of the British
Association of Removers (BAR).
The British Association of Removers Code of
Practice is the only code in the moving industry
that’s approved and monitored by the Office of
Fair Trading (OFT) as part of the Consumer
Codes Approval scheme.
What are the Benefits of using a removal
firm that is a member of BAR?
All BAR members abide by the Code that
dictates the standard of service you will
receive, the quality of the materials used,
the standards of vehicles and warehouses, staff training requirements and what will happen if something goes wrong.
Most importantly the Code requires BAR moving companies to deal with you in a courteous and sympathetic way at all times.
As a BAR member, Northover and Gilbert pledge the following key commitments to our customers:
We promise to act fairly and reasonably with you and uphold all the standards contained in the Code. Our key commitments are:
- To make sure that our advertising and promotional literature is clear and not misleading.
- To provide you with a clear description, price and timetable for the work carried out.
- To offer insurance or other protection options.
- To explain clearly our liability for loss or damage, the time limit for making claims, and cancellation/postponement rights and charges.
- To provide staff who are courteous, competent, and committed to providing a high standard of service.
- To deal quickly and sympathetically with things that go wrong.
- To publicise this Code, make copies freely available to our customers and make sure that our staff are trained to put it into practice.
The Code says that if Northover and Gilbert cancel your removal more than 10 days before the agreed date for the work we must pay you back everything you paid to us. If we cancel less than 10 days before the agreed date we must pay you 150% of the monies paid. This means that you can be confident that as a member of BAR, Northover and Gilbert will arrive to do the work on the agreed date. If Northover and Gilbert is not able to do the work on the agreed day or pay the 150% refund, the BAR Pre-payment Protection Scheme will be speedily activated to have the work completed by another member or provide you with a full refund.
If something goes wrong
If you have a complaint about the service, we will resolve it fairly, quickly and efficiently. If we can’t settle your complaint to your satisfaction you may refer it to the BAR’s FREE Conciliation Service.
If you are still not satisfied a low-cost, independent arbitration scheme is available operated by the Chartered Institute of Arbitrators.
OFT Monitoring
The Office of Fair Trading monitors the performance of all BAR members, to make sure that they are operating within the BAR Code of Practice and that the Code is working properly in the customers’ interests. You can help by completing our customer satisfaction survey once the move is completed.
BAR website
Office of Fair Trading website
Bar Code of Practice
(pdf document, you will need Acrobat Reader to view this).
Northover and Gilbert customer satisfaction survey