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Code of Practice
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Businesses have a legal responsibility to treat you fairly, but it's often hard to know what questions to ask or what standards to expect.
They are the experts and you should be able to rely on them to help you make decisions.
These questions explain the commitments that this business has made to follow a code of practice and they will help you understand what you have a right to expect.
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Code of practice: 92%
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Before the move, did your remover make you aware of the Code of Practice?
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Description: 99%
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Before the move, did your remover give you a clear description, price and timetable for the work to be carried out?
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Loss or damage: 94%
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Did your remover draw your particular attention to the contract terms relating to a). Liability for loss or damage?
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Claims timing: 71%
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Did your remover draw your particular attention to the contract terms relating to b). Time limits for making claims?
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Cancellation: 84%
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Did your remover draw your particular attention to the contract terms relating to c). Cancellation / postponement rights and charges?
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Protection options: 90%
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Before the move, did your remover explain your insurance or other protection options?
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Claims procedure: 70%
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Before the move, did your remover make you aware of the procedure for making claims and to whom complaints should be referred?
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You can see how many customers have said "Yes" in answer to each question, but please don't expect 100% in every case.
Nobody's perfect and some customers may not be completely sure about the answer.
It's more important that you understand these questions and discuss them with the business so that you both agree what good service means for you.
A responsible business will be happy to explain the details to you and it's always better to clarify these points upfront to avoid misunderstandings later on.
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