Change of BAR ADR provider to The Furniture Ombudsman & New BAR ADR Scheme Members Pack released
Please note that from 1st April 2018, all customer complaints made against a BAR Member will be handled exclusively by our new ADR provider, The Furniture Ombudsman (TFO), who is a qualified, independent and approved Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. BAR will continue to regulate its Members in line with its Membership Criteria and CTSI Approved Code of Practice.
BAR is delighted to be working with The Furniture Ombudsman who are so intrinsically linked with the professional removals & storage industry having worked and represented organisations within the retail, furniture and home improvement industries for the past 25 years.
TFO provide a one-tier system for resolving disputes instead of the previous two-tier system, consequently, there is now just a single rate per case for BAR Members of £225 +VAT irrespective of outcome or at what stage the case has been concluded. Otherwise, the operation and procedures of the BAR ADR scheme under TFO is largely unchanged.
Whilst we expect the transition to TFO to be relatively seamless, all Members are required to update their paperwork at the earliest opportunity to reflect the new providers. This will be checked at your annual inspection.
To assist, BAR has released an updated version of BAR ADR Scheme Members Pack, as follows;
- BAR Trader Quick Start Guide – a DL sized guide outlining your main responsibilities under the ADR scheme
- BAR Trader Full Guide – a detailed guide on the ADR process.
- Final Viewpoint Letter Template – Apr 2018 – updated template including TFO’s contact details/logo
- Complaints Handling Procedure – Apr 2018 – updated template to include TFO
- TFO Branding Guidelines – a TFO guide on how to use their logo.
- TFO Logo – the only TFO logo that BAR Members are permitted to use.
- BAR_CTSI Leaflet (TFO) – updated Code leaflet including TFO’s contact details/logo
(All of the above documents are available to download from the Resources section of the BAR website (Member login required))
Update your Websites
Please note that, under the Alternative Dispute Resolution Regulations 2015, you are required to add the following notice to your website to help signpost your customers to your Association’s ADR scheme. It does not specify where the logo should be added, however, in the absence of an obvious page, we suggest somewhere on your ‘Contact Us’ page (items marked in bold + TFO logo are required, the rest is optional):
We adhere to the British Association of Removers Alternative Dispute Resolution Scheme which is independently operated by;
The Furniture Ombudsman
3-4 Viewpoint Office Village
T: 0333 241 3209
Moving forward, please note that our current providers, The Property Ombudsman (TPO), will handle any cases that have already been submitted and accepted for consideration up to and including 31st March 2018, through to completion. Members will still be bound by TPO’s decisions and liable for any case fees, as appropriate.
Thank you for your attention and should you have any queries regarding this matter, please email firstname.lastname@example.org