The latest BVRLA blog sees Simon Carr, Co-Founder of associate member Wondle looking at damage in the light of the upcoming Consumer Duty regulation.
Simon says: “The BVRLA’s Alternative Dispute Resolution (ADR) service data demonstrates that consumers find the topic of end-of-contract damage a cause for complaint. Damage is the number one cause of complaints, constituting nearly two-thirds of total complaints. This is also mirrored in Leasing company customer service statistics and public review websites, so what is going wrong?
“Are leasing companies routinely mischarging customers for damage? Not according to our analysis. We regularly review retrospective charges for end-user fleets for audit purposes, numbering data sets in the thousands, and we find very few material errors from leasing companies.
“So why the rising complaint rate? In our experience (we have surveyed hundreds of lease users and performed thousands of scans), there are three key factors. Education, Time and Agency.”
Simon goes on to explore these key factors. Read the blog in full on the BVRLA website: From Minor to Major: How Consumer Duty Shifts the Landscape of Lease Car Damage
