The BVRLA’s government-approved Alternative Dispute Resolution (ADR) service handled 2484 complaints in 2022 - 1355 rental and 1129 leasing.
Rental complaints increased by 25% in 2022 due the return of inbound travellers at airports and tourist destinations, after pandemic-related travel restrictions were lifted. 2022 also saw an increase in domestic UK holidays, due to flight cancellations and queues at airports, which deterred holiday makers from foreign travel. Van rental remained steady with the continued use of online shopping and delivery services. There has been an increase in complaints relating to car subscription services and car clubs due to the growing popularity of this sector. Rental transactions, however, are yet to return to pre-pandemic levels.
Damage continues to be the main cause for rental complaints. Customers also dispute additional charges such as optional cover, fuel, and upgrades. This year customers have also complained about the condition of vehicles, as cars remain on fleet longer due to the global shortage of new vehicles.
Leasing complaints decreased by 16%, after a record year in 2021, due to delays in the delivery of new cars caused by the global semi-conductor shortage.
Damage also continues to dominate leasing complaints. Damage relates to customers who dispute the damage was present on collection as it may not have been recorded on the collection report or relates to a poor previous repair. Damage within FWT is a category that relates to customers who don’t dispute the existence of the damage but feel it fell within the BVRLA Fair Wear and Tear Guidelines. There has also been an increase in electric vehicle drivers claiming they are not achieving the advertised range.
When adjudicating cases, the dispute resolution team checks whether members have adhered to the BVRLA Code of Conduct. The ADR is a key part of the association’s wider governance programme, helping to keep abreast of any emerging issues and trends that may need addressing through additional training and guidance for members.
The association has also recently passed its annual Trading Standards audit, which means the BVRLA continues to be approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Complaints are dealt with in accordance with the terms and conditions (including charges) listed on the BVRLA website: ADR Service (Members).
