Customer Assurance

Association members maintain public and employer liability insurance and comply with all appropriate health and safety regulations.

Association members understand the implications of recent European (EC) directives that classifies automated garage doors as 'machinery' and introduces special compliance procedures and documentation.

Association members afford customers the right to seek redress through the Association in the unlikely event of any service element not being carried out to a professional standard

ARBITRATION PROCEDURE

 The Association will act as an independent arbiter in cases where a dispute has arisen between a Member and the Member's customer.

In the first instance, all normal efforts should be made to resolve the dispute before approaching the Association.

In the event of the dispute not being resolved, either party may contact the Association giving full details (in writing) of the dispute and what steps have been taken to attempt to resolve it.

Upon receipt, the Association will contact the other party and inform them that the Association has been asked to assist in resolving the matter, and will ask for the other party to forward their comments on the dispute together with details of what action they feel should be taken to resolve it.

Subject to the information provided and the views of both parties, the Association will recommend a course of action to be taken to resolve the dispute.

In instances where it is not possible for the Association to propose a solution from the facts provided, it may be necessary for a site visit to be undertaken. A charge will be made for this visit and will be apportioned between the parties at the Association's discretion.

As the Association will be acting as an unbiased independent, the proposed solution should be fair and reasonable to both parties. In the unlikely event that either party is not prepared to accept the solution, then the Association will take the following action:

a) If the customer does not accept the proposal and a sum of money is due to the Member, the Association will advise the Member to proceed with a claim through the courts and will make available to the Member a copy of the Association's report as supporting evidence for the claim.

b) If the Member does not accept the proposal then the Association will advise the customer to make a claim through the courts and will make available to the customer a copy of the Association's report as supporting evidence to the claim. The Association will consider fining or expelling the Member if it feels that the Member is at fault.

As a final resort, in the unlikely event that the problem is not resolved through the courts, the Association will consider carrying out the proposed solution at the Member's cost (provided that there is an appropriate sum of money in unexpired membership fees to cover the cost). The Member would be immediately expelled from the Association.