In this blog as part of Compliance Week 2022, the association’s Conciliation Service Manager, Sallie Catchpole looks at the BVRLA’s government-approved Alternative Dispute Resolution Service and how it delivers value to members and their customers.
The BVRLA’s Alternative Dispute Resolution Service (ADR) allows members to provide added reassurance to their customers that they have somewhere to go should they find themselves unable to satisfactorily resolve a dispute directly.
Unresolved disputes may be referred to the BVRLA by the customer involved. Our team then reviews the evidence from both parties and determines if there has been a breach of the relevant Code of Conduct. The service plays a vital role in upholding high standards across the industry and gives customers confidence when booking with a BVRLA member.
In addition to the ADR, the BVRLA also successfully operates the European Car Conciliation Service (ECRCS). The ECRCS has been run by the BVRLA on behalf of Leaseurope in Brussels for over a decade to help customers with unresolved complaints concerning cross-border vehicle rentals within Europe. Member organisations within the ECRCS include Alamo, Avis, Budget, Dollar, Enterprise, Europcar, Firefly, Hertz, Maggiore, National, Thrifty, and Sixt.
Complaints investigated by the ECRCS are assessed against Leaseurope’s Code of Best Practice.
As was to be expected due to the lower-than-normal volume of travel, the Covid-19 Pandemic had a significant impact on levels of demand for both ADR and ECRCS. Throughout 2022 we have seen the demand for ADR gradually increase and it is now approaching pre-pandemic levels as customers are travelling more frequently again.
We expect to have handled 2,500 ADR complaints by the end of 2022. When looking at the common issues addressed by the service, we see that 44% of cases relate to rental, 3% rental brokers, 43% leasing, 4% leasing brokers and 7% car clubs. For ECRCS, we expect to have handled 1,050 EU complaints by year end, with the majority of those cases relating to damage claims.
The service was audited by the Chartered Trading Standards Institute (CTSI) in March. Both programmes operated by the BVRLA received positive results, with a number of areas being described as representing best practice.
The auditors reviewed our processes and procedures, including:
- Access to the ADR body
- Expertise, Independence, and Impartiality
- Conflict of Interests
- Transparency
- Effectiveness
- Fairness
- Legality
- Grounds for refusal.
Customer awareness of the service – and confidence in its credibility – is crucial and is what provides the assurance when booking. We make customers aware of the ADR where appropriate, and it is regularly referenced in the media when reporting on the industry. In addition to the positive results from the CTSI audit, The European Consumer Centre France recently audited five cases chosen at random. All cases passed and the following feedback was received:
“Generally speaking, communications with both parties have been respected and were very effective. From my experience, the responses provided to the consumers in the final decisions are detailed and accurate. This will be greatly appreciated by the consumers.”
The continued rise in personal contract hire (PCH) and an increased level of awareness in the service account for the rise in demand for our ADR. 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.
Our Conciliation Team currently consists of four ADR officials, one manager and three case handlers. The team is committed to support members while also providing fair, impartial decisions to customers. The team’s main aim is to reach an outcome for both parties which is fair and reasonable as an alternative to going to court.
Further information on our ADR procedure.
The ECRCS has a dedicated website containing all its guidance and information.
In the meantime, if you need to get in touch with the team then you can do so via email at [email protected].
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