Members are reminded to contact the association's ADR service for advice when needed and to always promote the service to customers when issuing a final decision following a dispute.
It is a BVRLA Code of Conduct requirement for members to inform customers of the ADR service in their final decision letter. Customers should be provided with a link to the BVRLA’s Making a complaint form and they should be made aware of their right to refer the complaint if they are not satisfied with the outcome of a dispute.
Members with questions about the BVRLA’s Alternative Dispute Resolution Service or who would like advice on a complaint should email [email protected].
