The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where the customer has exhausted our member's complaints procedure and remains dissatisfied.
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 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 the customer and details should be submitted online at BVRLA’s Alternative Dispute Resolution Service. This service is free of charge for the customer. Members should provide details of the BVRLA’s ADR service to their customers with their final written decision.
Terms and Conditions
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within 5 working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints within 30 working days.
The ADR service will investigate potential breaches of the Codes of Conduct which sets out the standards the BVRLA expects from its members.
Complaints we can deal with
- The complaint relates to a BVRLA member
- The transaction took place in the UK
- The customer has fully exhausted the member's own internal complaints procedure and received their final written decision. They need to contact us within 12 months of the member’s final response to the complaint.
Complaints we can't deal with
- Complaints that are deemed to be frivolous or vexatious.
- Complaints where court proceedings have already commenced or have been raised with another ADR service.
- Complaints relating to a criminal act.
- 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).
Where the ADR service finds in favour of the customer, we will look to ensure that any unjustified charges incorrectly raised by the member are refunded in full. The service is not qualified to adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.
The service does not award any compensation payment in relation to alleged financial losses or inconvenience caused.
No restriction of rights
BVRLA members must comply with the rulings of the ADR service. Use of the ADR service does not restrict the rights of the customer to pursue remedies through the courts.
Annual Complaint Report
The BVRLA publishes an annual report of key statistics on our website Annual Report
The BVRLA levies a charge, set out below, for each complaint it reviews. This enables the BVRLA to continue to offer a professional ADR service, keep industry standards high and deliver in line with the expectations of our members, their customers, and those that oversee the industry such as Trading Standards and the Competition and Markets Authority. However, the BVRLA is conscious of the challenging economic climate and in certain cases, subject to our discretion, we may elect not to levy a charge where appropriate.
The charges for 2023 are:
- Leasing complaints - £150 per case
- Rental complaints - £84 per case
- ECRCS complaints - £100 per case