Using the BVRLA conciliation service

If you are unable to resolve your dispute with one of our members you can refer to our conciliation service.

How do I complain?

Details of your complaint should be submitted in writing to the BVRLA. To assist you with submitting your complaint you can download a copy of our complaint form below.

Complaint form

The form and copies of all relevant correspondence should be sent to;

Email: complaint@bvrla.co.uk

Fax: 01494 434499

Or by post to;

Chief Executive

BVRLA

River Lodge

Badminton Court

Amersham

HP7 0DD

What happens next?

Stage 1 – Informal Conciliation Service

In the first instance, the BVRLA will aim to resolve the matter on an informal basis using the information presented by both parties. Where any information is requested from the member this should be sent within five working days. Based on the information available the BVRLA will provide both parties with its initial findings and recommendations. If either party disagrees with the outcome of the informal conciliation service, a formal conciliation procedure can be invoked. The BVRLA aims to resolve complaints through the informal conciliation service within 30 days.

Stage 2 – Formal Conciliation Service

If either party has asked for the matter to be escalated to the formal conciliation service, all relevant details will be promptly sent to the conciliation committee. This is a body whose members are appointed by the BVRLA Committee of Management. Its decisions are binding on our members.

Please note that using our conciliation service does not preclude your right to seek legal remedy through the courts or, alternatively, to refer the dispute to the Financial Ombudsman Service. (Note: not all of the products/services provided by BVRLA members fall within the remit of the ombudsman service: you can check whether your compaint is one the ombudsman could consider by calling one of the numbers shown at http://www.financial-ombudsman.org.uk/contact/index.html)

Disputes outside of our jurisdiction

The BVRLA is unable to resolve disputes that have been booked through a third party or non member organisation. We are unable to fully investigate disputes arising outside of the UK, as the scope and application of our Code of Conduct extends only to members operating within the UK. There is a scheme in place called the European Car Rental Conciliation Service (ECRCS) which helps with unresolved complaints concerning cross border vehicle rentals within Europe. For more information click here.

Useful Contacts

If you are unable to invoke our conciliation service, the following organisations may be able to assist you further.

UK European Consumer Centre

The UK ECC provides free information on consumer rights in Europe and assists in cross-border disputes.

Web Address: http://www.ukecc.net/

Citizens Advice Bureau

Web Address: http://www.citizensadvice.org.uk/

Trading Standards

Web Address: http://www.tradingstandards.gov.uk/consumers/consumers.cfm

Consumer Direct

Web Address: http://www.consumerdirect.gov.uk/

Financial Ombudsman Service

The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and businesses providing financial services, including many types of lending and insurance. Established by parliament, its services are free to consumers.

Web Address: http://www.financial-ombudsman.org.uk/