Resource Library

In September and as the autumn progresses, it is traditionally a time when businesses will de-fleet their vehicles. It’s important to make sure customers are aware of their responsibilities regarding the return condition of the vehicle.

The Financial Ombudsman Service (FOS) wants to hear your views on how it should fund its future operations, in anticipation of a decline in the current levels of PPI complaints.

The BVRLA has noted an increase in queries from members regarding customers wanting to reject their vehicle.

The BVRLA has published its latest BVRLA Blog which shares some good practice on complaint handling and explains how good customer service can be as simple as ABC…

BVRLA Operations Manager, Amanda Brandon explains how good customer service can be as simple as ABC...

From the 1 April 2019, the Financial Conduct Authority is applying new rules to allow Small and Medium-Sized businesses (SMEs) to access the Financial Ombudsman Service to make it easier for them to resolve disputes.

The Financial Ombudsman Service has launched a public consultation on its strategic plans and budget for 2019/2020.

The Financial Conduct Authority (FCA) has published a hypothetical case study on complaints handling to help firms when reviewing and amending their complaint handling policies and procedures.

In 2017, more than 1700 complaints were handled by the Conciliation Service, of which 27% were resolved in favour of the customer.

Against the backdrop of significant growth in the uptake of consumer motor finance, the Financial Conduct Authority (FCA) has been looking at the motor finance market to ensure that it works well and to assess whether consumers are at risk of harm.

The Financial Conduct Authority (FCA) has written to all consumer credit firms regarding their complaint handling procedures having found areas of concern following a recent review.

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