BVRLA operates fair and effective ADR Scheme 

The BVRLA has received positive results for a Compliance Review on the BVRLA and European Car Rental Conciliation Service (ECRCS) carried out by the Chartered Trading Standards institute (CTSI) back in April. 

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The auditors reviewed the process and procedures for the UK Alternative Dispute Resolution (ADR) and ECRCS the BVRLA operates, including: 

  • Access to the ADR body 
  • Expertise, Independence, and Impartiality 
  • Conflict of Interests 
  • Transparency 
  • Effectiveness 
  • Fairness 
  • Legality 
  • Grounds for refusal. 

Both schemes were found to provide an effective and fair ADR scheme, and CTSI found that there were several areas that could be described as best practice, which go beyond the minimum requirements laid out in the legislation.  

These points include: 

  • Having effective internal service complaints processes for both schemes  
  • Taking extra measures for vulnerable customers to ensure accessibility 
  • Clear to understand and easy to navigate websites 
  • Providing satisfaction surveys at the end of the ADR process for both schemes 
  • External auditing of cases handled by ECRCS 
  • A comprehensive template form for quality monitoring of cases. 

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