Resource Library

The BVRLA has held quarterly meetings with the Financial Ombudsman Service during 2019, reviewing trends in complaints and discussing any areas of concern raised by members.

As 2019 ends, the 2020 schedule for member audits is well under way. For members who have not had a visit this year, expect to hear from BVRLA’s Compliance Team shortly with details of your 2020 visit.

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.