The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our member's complaints procedure and still remain dissatisfied.
Unresolved disputes may be referred to the BVRLA by the customer or the member involved, however the member cannot initiate a complaint against the customer.
The service operates by reviewing the evidence from both parties and determining whether there has been a breach of the relevant Code of Conduct.
To determine whether you are in a position to raise a complaint against a member follow the raise a complaint link below or review the frequently asked questions to understand more about the service.
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.
Please note that due to Covid-19 there could be a delay in our usual case response timeframe of 30 working days. This is due to various factors such as reduced staffing levels and the temporary closure of certain business sectors. We will continue to endeavour to respond as soon as possible to all cases.