Code of Practice
The Association will get involved in individual complaints only when there has been a clear breach of our code of conduct, the member company's complaint procedure has been exhausted and we have been requested to become involved by the client. We are not an ADR body and our only involvement can be to provide a code of conduct and attempt to bring the parties together to agree an amicable settlement if that code of conduct has been breached.
Member companies are required to take all reasonable steps to determine that prospective clients are unattached and free to be recommended to their clients and that the personal details supplied are accurate and correctly describe the client.
Member companies shall make reasonable enquiries so as to ascertain the good character and background of prospective clients and to determine whether they have been convicted of a criminal offence (other than speeding, parking or minor motoring offences) or received a police caution.
Member companies will accept applications only from persons whom the Member company believes may be recommended to other client members and not to accept for membership clients outside of those criteria.
Member companies will offer clear written contracts to all prospective clients accepted for membership. Such contracts will describe the services offered and the cost of membership. Where the total cost of membership can vary, a typical cost of membership according to which services are used, should be stated.
Member companies are required to to take reasonable steps to protect client confidentiality in accordance with the requirements of the Information Commission and Data Protection Act. Member companies will ensure that no release of personal details including home and work addresses, email addresses, telephone numbers or photographs will be permitted without approval being given in each case.