Informing customers of the industry’s Fair Wear and Tear standards

Members are reminded of the importance of communicating the required return conditions to leasing customers ahead of them returning their vehicles.

With many vehicle lease contracts coming to an end during the lockdown period and customers having to hold onto vehicles, there is the possibility of a greater number of disputes than normal, as some customers may have forgotten that they are responsible for the return condition of the vehicle.

The BVRLA Code of Conduct requires members to communicate to their customers ‘the end-of-lease vehicle return standard, including: vehicle condition, service and maintenance, vehicle accessories and MOT (if appropriate)’.

Regardless of the length of contract that has been provided, if there are return conditions these should be made clear to the customer at the beginning of the lease, whether that be by the leasing broker, leasing company or subscription provider.

The Financial Conduct Authority view is that this information is an important part of treating the customer fairly as it ensures the customer is aware of all aspects of the contract prior to entering into it.

The BVRLA has launched a new Return your lease communications toolkit, providing members with access to a suite of free printed, digital and social media communication resources, providing useful tips for customers due to return a leased vehicle. 

Members wanting to add their own logo to the printed material should contact the BVRLA Communications team

The BVRLA Fair Wear and Tear Guide, available in hard copy or electronic version, is ideal for supporting this compliance requirement. To discuss your requirements please email [email protected] and the association will provide you with a tailored cost solution which fits your needs.