Our Commitment To You

We promise that we will act fairly and reasonably in all our dealings with you and uphold all the standards contained in the code. Our commitments are as follows:

We will make sure that our advertising and promotional literature is clear and not misleading

We will give you a clear description, price and timetable for the work to be carried out

We will offer insurance or other protection options

We will explain clearly our liability for loss or damage, the time limit for making claims and cancellation postpoment rights and charges

We will provide staffs that are courteous, competent and committed to providing a high standard of service

We will deal quickly and sympathetically with things that go wrong

We will publicise this code, have copies freely available and make sure our staff are trained and put it  into practice

When you are moving home, hiring a removal firm that is a member of the British Association of Removers (BAR) will give you peace of mind during one of life’s most stressful times.

Aztec is a member of the BAR. We subscribe to the BAR Code of practice (download a PDF here)  designed to help maintain the highest standards of service and to protect customers interest.  We also abide by the BAR Terms & Conditions (download a PDF here).

You can check that any removal company you are thinking of using is a member of the BAR, visit the website www.bar.co.uk or call 01923 699480.

What is the Code of Practice?

The British Association of Removers Code of Practice (download a PDF here) is the only code in the moving industry that’s approved and monitored by the Office of Fair Trading under its Consumer Codes Approval Scheme.

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. 

Every BAR member makes the following key commitments:

We promise to act fairly and reasonably with you and uphold all the standards contained in the Code.

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 goes wrong.

To publicise this Code, have copies freely available and make sure our staff are trained to put it into practice.

Financial Protection

The Code says that if you’re BAR remover cancels a removal more than 10 days before the agreed date for the work it must pay you back everything you paid to them. If it cancels less than 10 days before the agreed date it must pay you 150% of the monies paid. This means that you can be confident that you’re BAR remover will arrive to do the work on the agreed date.

If you’re BAR member 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 your BAR member will try to resolve it fairly, quickly and efficiently. If it can’t settle your complaint to your satisfaction you may refer it to the BAR’s FREE Conciliation Service on consumer.affairs@bar.co.uk   Tel: 01923 699486

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 the customer satisfaction survey your BAR remover will give you.

Customer Feedback

Here at Aztec Removals we also take part in the independent referenceline survey service which gives you a look at what our previous customers have actually said about us.  Our staff supply all customers with a survey which is postage paid at the start of the move, asking you to give your opinions of the service that we actually provided and rate us out of ten for each move we do.  You can check out the previous results at www.referenceline.co.uk.