ADR (Alternative Dispute Resolution) FAQs

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.

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 by means of adjudication to help resolve complaints.

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

AND

• Your transaction took place in the UK

AND

• 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.
• Ensure parties to the dispute are notified as soon as you have received the ‘complete complaint file’.
• Find out the facts, review the evidence provided by both parties and weigh everything up.
• Make a decision based on our Code Of Conduct.
• Ensure the outcome of the ADR process is provided in writing with an explanation of the ‘grounds’ on which the outcome is based.

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 disagree with the outcome – can I appeal?

If you disagree with the outcome of your case, you should contact the ADR Service in writing within 2 weeks of receiving the decision.

You should clearly explain:

• Why you disagree with the outcome.
• Any factual inaccuracies you believe are present.
• Any evidence that you believe has not been considered.
• Any relevant new information you would like the ADR Service to consider.

Your comments will be considered by the ADR team. The ADR Case Officer will review the points you have raised and will determine whether the original decision should remain unchanged or whether any amendment is appropriate.

A disagreement with the outcome of an ADR case is not a service complaint and is not automatically referred beyond the ADR Officer. 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.

The ADR Service Manager does not act as a further appeal stage because a consumer disagrees with the decision.

I have a complaint about the BVRLA ADR Service – what can I do?

A complaint about the service provided by the BVRLA ADR Service is different from disagreeing with the outcome of your dispute.

Examples of a service complaint may include concerns about:

• Administrative errors.
• The way your case was handled.
• Procedural issues.
• The handling or disclosure of evidence.
• The conduct of the ADR process.

Please clearly explain the nature of your concern and why you believe the service provided did not meet the standards you would reasonably expect.

You can escalate the service complaint in writing to the ADR Service Manager within 2 weeks of receiving our response.

Your escalation should clearly identify the service or procedural issue that remains unresolved.

The ADR Service Manager will review the service complaint and respond within 10 working days.

What the ADR Service Manager does not do:

The ADR Service Manager's role is to review complaints about the service provided by the BVRLA ADR Service. The Service Manager is not a further appeal stage for an ADR decision.

For example:

"I disagree with the decision because I believe the member should have been found in breach of the Code."

This is a disagreement with the outcome and should be addressed through the ADR team's outcome review process.

Whereas:

"I believe the ADR Service failed to consider evidence I provided."

May constitute service or procedural complaints and may be appropriate for consideration by the ADR Service Manager.

If an escalation submitted to the ADR Service Manager relates solely to disagreement with the outcome of an ADR decision, it will be returned to the ADR team for consideration rather than treated as a service escalation.

Unreasonable Behaviour Policy:

Unreasonable Behaviour Policy (PDF)

ADR Conflicts of Interest Policy:

ADR-Conflicts-of-Interest-Policy.pdf

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

Email: [email protected]

Post:

ADR Service
BVRLA
River Lodge
Badminton Court
Amersham
Buckinghamshire
HP7 0DD

We’re committed to providing an inclusive experience for all. If you need any adjustments to support a disability, please call us at 01494 434747 and we’ll be happy to assist you

Who are the ADR Officials? 

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