Annual complaints report shows decline in cases

The BVRLA has published its annual complaints report which shows a decrease in the volume of complaints being raised with the association’s Alternative Dispute Resolution Service during 2020.

The reduction in the volume of rental and leasing transactions during 2020 due to the impact of the Covid-19 pandemic is likely to account for the decline in complaint volumes, which saw rental complaints down 27% and leasing complaints down 30%.  

The report however, shows an increase in complaint volumes for leasing brokers and car clubs, which is likely to be due to the growth in these markets and the increasing number of transactions taking place. 

The report also highlights the successful audit that was undertaken by the Trading Standards Institute of the BVRLA Alternative Dispute Resolution (ADR) service as part of the BVRLA’s status as an approved ADR provider. 


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