Advice Area

Consumer Advice

City car, executive saloon, 4x4, MPV or van – whatever your transport needs, a BVRLA member can supply the right vehicle for the job. Whether it is for a quick trip to the furniture store, a weekend break to the country or transport for your new sales rep, the vehicle rental and leasing industry can provide you with safe, cost-effective and hassle-free motoring by the hour, day, week, month or year.

Our members range from all the multinational car rental and leasing companies through to your local, independent provider. Through them, the BVRLA represents the interests of more than two million business car drivers and the 10 million people who use a rental vehicle each year.

The association regulates the industry through its mandatory Codes of Conduct, which sets out what a customer can expect when renting or leasing a vehicle. If you see the BVRLA logo displayed in a branch or leaflet or on a website, it is your guarantee that you will receive the highest levels of service. 

We also run a TSI approved conciliation service which is available in those rare circumstances where you have exhausted our members complaints procedure and still remain dissatisfied. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Unresolved disputes may be referred to the BVRLA by either the customer or the member involved, however the member cannot initiate a complaint against the customer.

From 1 October 2015 all businesses which cannot resolve a complaint with a customer, and who have exhausted their own internal complaints-handling process, will be legally required to give the consumer details of an approved ADR provider. 

The BVRLA also provides advice for its members to share with their customers, such as our fair wear and tear guides, detailing the condition to be expected of a vehicle that is leased. Much of our information is freely available to the public, from advice on renting a car to electric vehicles and driving at work.

The BVRLA also provides advice for its members to share with their customers, such as our guides to fair wear and tear, detailing the condition to be expected of a vehicle when it is returned at the end of a lease.

The following pages provide advice on renting a vehicle, the advantages of the various funding methods available, and the return standards for a leased vehicle at the end of a contract.

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