Annual complaint report

The BVRLA’s conciliation service dealt with 286 complaints against members in 2009, a slight fall on 2008 (1% down). There was a drop of nine percentage points in the proportion of complaints that were directed at rental members, while those against leasing firms and leasing brokers both rose.

Over the past seven years, the conciliation service has seen a 93% rise in the number of disputes referred to it. This reflects increased awareness of the service – as a result of press coverage and consumer bodies such as Consumer Direct – and the fact that members are encouraging more customers to use it when their own complaints process has reached an impasse.

However, it’s important to bear in mind that although this percentage rise seems large the number of complaints referred to the BVRLA actually represents a tiny fraction of the 13.5 million rental and leasing transactions in the UK last year: just 0.000002%.

Even so, a number of areas were identified in which lessons can be learned:

• The report recommended that leasing companies should give their customers clearer guidance on return standards, both at the point of sale and a few months before contracts end. Information should also be available on the company’s website.
• Rental companies should also take steps to help customers better understand their obligations under the rental agreement. Again, information should be made available via company websites, setting out such things as refuelling policies, out of hours returns and how waivers work.
• Members should satisfy customers’ requirements within the timeframe set out in their service level agreements – or inform customers in a timely fashion if they suspect they will be unable to do so.
• Rental companies must ensure their staff follow the correct procedures and maintain accurate records so they can contest any disputes that may arise.

Key statistics

• 54% of all complaints were against rental members, 42% against leasing members and 4% against leasing broker members.
• 28% of all disputes related to return standards (‘fair wear and tear’) and 27% related to charges.
• 52% of complaints investigated by the BVRLA were found in favour of a BVRLA member.
• 84% of disputes were resolved within 30 days. The average time taken to resolve a dispute was 13 days.
• 76% of complainants who used the BVRLA conciliation service rated it as good or excellent.
• 33% of complainants who used the BVRLA’s conciliation service had been recommended to do so by a BVRLA member.

Leasing

• 73% of all complaints were decided in favour of the member and 27% in favour of the complainant.
• 62% of disputes related to return standards (‘fair wear and tear’).
• The BVRLA negotiated a total of £15,265.63 in compensation for customers in dispute with leasing members.

Daily rental

• 54% of all complaints were found in favour of the complainant and 46% in favour of the member.
• 38% of disputes related to rental charges and 25% related to damage.
• The BVRLA negotiated £10,157.63 compensation for customers in dispute with rental members.

A full copy of the complaint report can be downloaded here

If members would like further information about the BVRLA conciliation service, please contact legal and policy administrator Sallie Catchpole.

Sallie Catchpole, sallie@bvrla.co.uk  
01494 545715 

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