Customer Transactions
a) Each member shall: Comply with all relevant legislation benefiting
consumers including:
b) Use plain language in all communications with
the consumer.
c) In correspondence, all paperwork should show
the full business address to which the consumer can reply.
d) In all contacts by its staff or agents with consumers, ensure
that the member's identity is clearly disclosed.
e) Comply where possible with all statutory and other reasonable
requests by consumers for information about their agreements and
accounts, by arranging to be supplied where necessary copies of documentation
and statements of account and assist consumers seeking advice and
guidance.
f) Give prior written notice to the consumer of any intention to
levy collection charges and ensure that such charges are fair and
reasonable.
Confidentiality
a) Keep in strict confidence any information supplied to it by the
consumer or others in relation to the consumer, except where disclosure
is authorised by the consumer or permitted or required by law.
General Conduct
a) Each member shall: Uphold the dignity, reputation and good standing
of the Association at all times.
b) Safeguard the security of their customer's monies.
c) Account to their customer's at least once a month or as otherwise
agreed by their customer.
d) Inform their customer's of the true rates of charges for services
rendered.
e) Conduct its business under a name, title or style which will
not confuse or mislead customer's, creditors, consumers or members
of the public or which will not imply any association with other
organisations or persons, which do not exist.
f) Not approach, induce or persuade staff in the employment of
a customer to join the member's organisation, although nothing in
this clause will prohibit the engagement by a member of such an employee
where a bona fide application is made.
The Association
a) Each member shall provide to the Association
on request, references and proof of financial solvency.
b) Any instance of non-compliance shall be drawn to the attention
of the member concerned. In the event of continued non-compliance
or of a serious breach, the Committee will take such action, as it
deems appropriate, including a warning or recommendation of expulsion
of the member concerned from membership.
c) Membership of the Association entitles the member to display
an approved association symbol thereby indicating their adherence
to this Code of Practice.
Complaints
a) Whilst the contents of this Code of Practice are intended to
avoid the possibility of there being cause for complaint against
a member, there may occasionally be a time when such a situation
does arise. If so, the following procedure should be adopted.
b) In the case of complaint it is most important that the customer
first approaches the supplier concerned - the customers contract
is always with the supplier, even though assistance may be sought
from other parties in resolving the dispute.
c) Members shall investigate and deal promptly to assess the validity
of any complaint and if substantiated settle, efficiently, quickly
and courteously. If it is felt that the customer does not have a
justifiable complaint, it should be explained politely why this is
felt not to be the case.
d) If a customer is unsuccessful in resolving the complaint then
he or she may refer the matter in writing to the Association. The
Association will in the first instance refer the complaint to the
member for expl anation. Written confirmation of its findings will
be reported back to the customer.
e) If necessary the customer can be directed to the Consumer Advice
Centre in Torrevieja.
f) If either party is not satisfied with the determination of the
Association following an investigation then that party may express
their dissatisfaction in writing within 7 days and the association
may if it thinks appropriate, convene an independent review body
consisting of not less than 3 members to review the complaint and
the initial determination of the Association.
g) The above complaint procedure shall
in no way affect the statutory rights or legal rights of the customer
or the member.
h) The determination of the Association in
relation to any complaint referred to it or by the review body (if
applicable) shall be binding upon the member who shall carry out expeditiously
and any such actions (if any) directed to be taken by the Association
or the review body (as the case may be). Any failure by the member
to comply with the directions of the Association or review body or
any member found as a result of the resolution and disputes procedure
to have been conducting business in a manner considered inappropriate
to membership or in a way in contravention of the Association's Code
of Practice may be subject to the Association's disciplinary procedures.
Enforcement of the Code
It is a condition of membership of the Association that this Code of Practice
is accepted in its entirety and in the event of a proven breach of the Code of
Practice the member concerned may be penalised as decided by the Association
in accordance with the Association's Constitution Rules.
Code Of Conduct.