Association of British Introduction Agencies - help and advice on choosing an introduction agency

ABIA
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56 Gloucester Road
Kensington
London
SW7 4UB
020 8742 0386
enquiries@abia.org.uk

CODE OF PRACTICE FOR INTRODUCTION AGENCIES
A Code drawn up by the Association of British Introduction Agencies

Forward by Council of A.B.I.A.

In October 1981 the Association of British Introduction Agencies was created, at the instigation of the Office of Fair Trading, in response to genuine concern about the conduct of dating and introduction agencies.

The ABIA is now recognised generally as the authoritative voice of the introduction industry with its members providing a reputable and ethical service. In the absence, so far, of any official legislation, we strive to create a greater public and media awareness of our service, to raise standards across all of the industry and enhance the image of our industry.

Whilst it would be quite wrong to infer that all non-member agencies are questionable, it is a sad fact that many are – not so much through lack of integrity but through a lack of resources and commercial acumen. The industry is plagued by the growth of short lived agencies whose founders expect rich returns from poorly researched and funded businesses, with many lasting no longer than a few short weeks.

The services provided by agencies are particularly personal ones, and it is very helpful that consumers having problems with the services can have access under the code to procedures for resolving the problems, including independent arbitration if necessary.
This is an area where consumers have the strongest need for adequate and clear information about the services being offered before any commitment is entered into. The code provisions addressing these are valuable.

Consumers need to have confidence that a code of practice will deliver what it promises, and the independent mechanism set up to enforce this code is able to do this.

Aims of the Association
The aims of the association are:

1. To monitor, regulate and improve the standard of service offered to members of the public.

2. To act as an intermediary between the industry and the public (including, for example, the media) in respect of agencies’ practice.

3. To represent the industry in dealings with Government.

4. To collect and evaluate information concerning British Introduction agencies, whether members or otherwise.

This Code of Practice is designed to further these aims and will be updated as occasion demands.The Principles set out here are not intended to interpret, qualify or supplant the law of the land. They apply only to transactions with consumers. The Association considers that its members have a duty to accept the Code in its entirety. If clients feel dissatisfied with their treatment by a member they have a right to take this up with the Association and, if not resolved, to an independent scheme set up in conjunction with the independent panel of arbitrators. A cost is involved for both parties if this process is applied for.

Standards of Practice
(These Standards of Practice have been accepted by all members of the Association)

1. Before any fees are paid or interviews conducted, or any binding commitment entered into, a prospective client shall be given a copy of this Code of Practice, together with a clear and simple written description of the service offered and the fees to be charged. This shall cover the following points:

(a) OBJECTIVE AND METHOD OF INTRODUCTION USED

(1) Marriage Bureaux: At the outset, marriage bureaux must make it clear that their primary objective is to help clients find marriage partners. It must be clearly stated whether or not an interview is to be conducted with the client and whether or not all clients are interviewed.

(2) Introduction and Dating Agencies: These agencies must make it clear that their primary objective is simply to facilitate introductions It must be clearly stated whether or not an interview is to be conducted with the clients and whether or not all clients are interviewed.

(3) ‘Lists’ Method: this must be described in detail to prospective clients.

(b) ELIGIBILITY FOR MARRIAGE
Bureaux must state whether or not membership is restricted to those currently unmarried. Where membership is so restricted, applicants should be asked to provide a signed statement that they are legally free to marry.

(c) CRITERIA USED FOR MATCHING
The criteria used for matching clients must be fully explained. Clients must be told whether stated preferences will be fully adhered to or whether they will be treated as general indicators only.

(d) NUMBERS OF INTRODUCTIONS, ETC.
Bureaux shall give individual applicants, upon request, a realistic indication of the number of introductions they are likely to be offered during their period of membership, given their particular circumstances and stated preferences, and what is classed as an introduction i.e. exchange of telephone numbers or an actual meeting. Upon request, the agency shall tell the client how many people they have available for introduction in the client’s age group and area at any time. If a bureau offers other services (e.g. social events for single people) a realistic indication of the likely extent of these must be given.

(e) FEES CHARGED
All fees charged should be clearly stated, including any additional charges, which might be made for interviews, further introductions, etc., or upon marriage. It should be made clear whether or not such fees include VAT.

(f) REFUNDS
Bureaux shall offer clients the choice of either a refund proportionate to the amount of service received or an extension of membership if they are unable to provide the level of service indicated initially.

2. All agencies must have an office set aside for the exclusive use of the agency which clients and other interested members of the public can easily identify, locate and visit. Each agency must have a listed telephone number which the public can, during normal working hours, use to speak to someone in authority within that agency.

3. The agency must show to the satisfaction of the Council of the A.B.I.A. that the agency has a client base, which is reasonably balanced in terms of age and sex to enable them to realistically offer clients an adequate selection of introductions.

4. All information obtained from clients shall be treated in the strictest of confidence and all legal provisions governing the protection of data will be followed.

It is incumbent upon all member agencies to give guidance (and advice) to their clients regarding standards and codes of behaviour. The lists of names and addresses of clients must remain the property of the member company and must not be sold, lent, hired, or used for any purpose other than as part of their introduction service. Bureaux shall ensure that clients are removed from their lists of members immediately they so request.

5. All information supplied by the client to the agency shall not be divulged, without the prior consent of the client, to any other person or party except those of the agency’s members who have agreed beforehand to have their details given to other members of the agency.

6. In the unlikely event of an agency belonging to the Association ceasing to trade, the agency will, with the client’s consent, arrange for the unexpired portion of any membership to be transferred, free of charge, to another member agency which offers a comparable service.

7. All members shall prominently indicate in their literature that they are a member of the Association and show its address alongside.

Advertising

1. No member shall publish advertisements that are inaccurate, ambiguous, exaggerated or liable to be misconstrued. All advertising by members must comply with the codes and standards set by the Advertising Standards Authority and the ITC and Radio Authority, and with the requirements of any legislation currently in force. It must be realistic and avoid arousing expectations that cannot be fulfilled.

2. Advertisements must not contain the words ‘guarantee’ or ‘guaranteed’ unless the full terms of such undertakings as well as the remedial action open to a customer are either clearly set out in the advertisement or are available to the customer in writing before any monies are paid.

3. The price quoted shall be the price at which the client can participate fully in a member’s services. Members must therefore quote the relevant price for their service, plus any additional charge that may reasonably arise (including VAT). If the quoted price excludes any part of the service, such exclusions must be clearly specified.

Handling Complaints

1. Members of the Association must ensure that effective and immediate action is taken to achieve just settlement of a complaint. To this end there will be an easily identifiable and accessible arrangement for the reception and handling of complaints from clients.

2. All members should maintain an analysis of justified complaints in relation to any of the provisions of the Code of Practice and should take action based on this information to improve their service to the client.

3. When complaints are raised through a third party (e.g. Trading Standards Officer or a Citizens Advice Bureau), willing guidance must be given to that body and every attempt should be made to re-establish direct communication with the complaining client and to reach a satisfactory settlement with them,

4. In the event that a complaint is not resolved, members of the Association must make it clear to clients that they have the right to refer the complaint to the Association.

5. Members will give every assistance to the Association whilst it is investigating a complaint.

6. Where the A.B.I.A. considers the conciliation procedure has failed to resolve the dispute it will give the member company 14 days’ notice of this decision, in which time the company may take steps to resolve the issue. In the absence of its being resolved within that period the A.B.I.A. will inform the client of their right to seek resolution of their complaint under special low-cost arbitration arrangements administered by the independent arbitrators. This independently-run scheme, however, is not suitable for more complex disputes; the arbitrators or the A.B.I.A. can advise on whether or not a case is appropriate. Under these arrangements, arbitration will normally be on the basis of documents only. The award of such arbitration is final, legally binding and enforceable. The client will be advised also that they can, alternatively, take legal action through the courts.

7. The award of the arbitrator is enforceable in law on all parties.

Compliance with the Code of Practice

1. Regular random checks are made by Officers of the Association on members to ensure that literature given to the public confirms to the Code and does not use language or arguments, which might well lead to unrealistic expectations on behalf of the prospective clients.

2. All complaints, or other incidents involving non-compliance with the Code, are recorded and examined by a Sub-Committee of the Council, which consists of a majority of independent persons co-opted to the Council. They are empowered to censure member agencies for non-compliance, to direct compliance and, if necessary, to terminate the member agency’s membership of the Association.

3. An analysis of all complaints under the Code shall be made on an annual basis.

Updated August 2004