Press Release

BVRLA’s Conciliation Service receives the stamp of approval

Release Date: 

The BVRLA’s Conciliation Service has been approved by the Government as a Consumer ADR body under the new Alternative Dispute Resolution regulation.

The regulation comes into force on 1 October 2015, and will legally require traders to give customers with unresolved disputes information about alternative dispute resolution (ADR) services. Only ADR organisations that have been checked and certified to ensure independence by the Trading Standards Institute (TSI) can be used, and the BVRLA’s Conciliation Service has become one of the first in the UK to complete this process.

Commenting on the news, the BVRLA Chief Executive Gerry Keaney said “I’m delighted that the service the BVRLA has been offering to its members and their customers for more than 20 years has now been approved by the Government.”

“Our Conciliation Service gives extra peace of mind because it provides a simple, low cost way to resolve contractual disputes between our members and their customers. The free service is key membership benefit and will be made available to non-members at cost of £500 per complaint.”

The ADR Regulation coincides with the introduction of the Consumer Rights Act, which replaces the Sale of Goods Act. It will require companies to give customers the right to return and/or reject faulty goods.

To help with the new legislation, the BVRLA has produced guides which members can access via


About the BVRLA

Established in 1967, the British Vehicle Rental and Leasing Association is the UK trade body for companies engaged in the rental and leasing of cars and commercial vehicles. Its 700+ members operate a combined fleet of 3.8 million cars, vans and trucks. BVRLA members buy nearly half of all new vehicles sold in the UK, supporting around 317,000 jobs and contributing nearly £25bn to the economy each year.

By consulting with government and maintaining industry standards, the BVRLA helps its members deliver safe, sustainable and affordable road transport to millions of consumers and businesses. For more information, visit

For more information, contact:

Toby Poston – Director of Communications & External Relations
tel: 01494 545700
mob: 07979 756533

Jamie Fretwell - Media & Communications Officer
tel: 01494 545710
mob: 07790 271806