ADR Frequently Asked Questions

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. ​

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What are the benefits of using a BVRLA member?

  • BVRLA members must adhere to our  Codes of Conduct, which set out the standards we expect from our members.
  • You have the peace of mind that you are dealing with a reputable and trustworthy business and that, in the rare instance that you have a dispute which cannot be resolved directly with the trader, you have someone to turn to.
  • The BVRLA’s ADR service is free of charge for you to use.

How do I make a complaint?

In the unlikely event of a dispute that could not be resolved directly with the company, you can escalate a complaint to the BVRLA’s Alternative Dispute Resolution Service if you rented a vehicle from a BVRLA member in the UK. This service is free of charge. 

The complaint must be submitted via our website. All correspondence must be in writing. You have the facility to upload all evidence you wish to be considered.

The member cannot initiate a complaint against you.

What is an ADR service?

An ADR service is an impartial body that considers complaints about a variety of issues relating to organisations and businesses. Its role is to reach an outcome for both parties which is fair and reasonable as an alternative to going to court.

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.

Can we deal with your dispute?

We are able to raise a case to help resolve your dispute, if:

  • Your complaint relates to a BVRLA member


  • Your transaction took place in the UK


  • You have fully exhausted the member's own internal complaints procedure and received their final written decision. You need to contact us within 12 months of the member’s final response to your complaint.


What complaints can’t we deal with?

  • Complaints that are deemed to be frivolous or vexatious.
  • Complaints where court proceedings have already commenced, you have raised the matter with another ADR service or an investigation via your bank/credit card provider.
  • Complaints against associate members as they do not adhere to a Code of Conduct
  • Complaints relating to transactions which took place outside of the UK. Rental complaints relating to a cross border rental within Europe may be referred to the European Car Rental Conciliation Service (ECRCS).
  • We are not qualified to adjudicate on the repair method or cost of a repair to a vehicle.
  • The service does not award any compensation payment in relation to alleged financial losses, or inconvenience caused.
  • Complaints relating to a criminal act.

What happens if the company that you have a dispute with is not a BVRLA member?

If a company is not a BVRLA member, the Citizens Advice Bureau , Trading Standards or Financial Ombudsman Service  may be able to assist you.

How will my dispute be handled?

Once we’ve received your case in writing via our website, we will:

  • Review your complaint and get a response from the other party.
  • Find out the facts, review the evidence provided by both parties and weigh everything up.
  • Make a decision based on our Code Of Conduct.
  • Tell you and the member what we think in writing, by email.

If we find in your favour, we will tell the member to put things right by refunding in full any unjustified charges incorrectly raised. BVRLA members must comply with the rulings of the ADR service.

There may be times where there just isn’t enough evidence for us to be able to make a fair decision or when we feel the resolution already offered by the member is fair and reasonable in the circumstances.

You don’t have to agree with what we say - at any point, you can let us know that you no longer want our help.

How long will it take to get a resolution to my case?

We aim to resolve complaints within 30 working days. For more complex cases it may take longer, however we will endeavour to keep you updated.

With regards to any offers made from the member to the customer within our decision, the customer shall have 7 days to respond to this offer in writing to the BVRLA.

Can I withdraw from the procedure?

Yes, you can withdraw at any time.

Do I need a lawyer to represent me during the ADR process?

No. Our service is intended for use without legal representation; however, you may seek independent legal advice or be represented or assisted by a third party at any stage of the procedure. The outcome may be different if determined by a court.

Can I still go to court even though I have gone to the BVRLA with my dispute?

Yes. If you disagree with our final decision, you can still take your complaint to court.

Can I see the response from the member?

Yes, you can request the documents/evidence submitted by the member.

What languages is your service available in?

The ADR service will respond in English, however you can correspond in any language.

I have a complaint regarding the BVRLA’s ADR service – what do I do?

In the event where you feel the service you have received from the BVRLA has not met the standards that you’d expect, you can contact us in writing. Firstly, you can tell us why you dispute our decision, by email or letter within 4 weeks, and it will initially be handled by the officer dealing with your case.

If you remain unhappy with the response you have received, you may escalate the complaint in writing within 4 weeks to the ADR Service Manager. They will then carry out a full review of the complaint and will respond within 10 working days.

There is no further point of escalation, however you retain the right to pursue the matter via alternative channels if you remain dissatisfied with the decision.

Unreasonable Behaviour Policy:

How do I get in touch with the BVRLA’s ADR service?

Email: [email protected]


ADR Service


River Lodge

Badminton Court





Who are the ADR Officials? 

We have 4 ADR officials, which consist of 1 manager and 3 case handlers, they were all appointed on a permanent basis after a rigorous interview to check competency.