The BVRLA Alternative Dispute Resolution service has been praised by the Chartered Trading Standards Institute following a review carried out on 4 February.
In a written report, the Trading Standards Institute concluded that “Overall BVRLA and ECRCS have shown to be providing an effective ADR service."
It also praised the work of the ADR team, saying: “CTSI was impressed with the knowledge of the ADR officials and the thorough process carried out when making a decision.”
The review assessed the BVRLA and ECRCS ADR services, reviewing compliance against set criteria covering:
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Access to the ADR body
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Expertise, Independence and Impartiality
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Conflict of Interests
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Transparency
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Effectiveness
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Fairness
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Legality
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Grounds for refusal
The BVRLA has handled 3047 cases and ECRCS 3945 cases over the period 2018/20, with an average resolution time of 20 and 22 days respectively for each scheme.
Customers of BVRLA members can access the ADR free of charge, referring an unresolved complaint at any point within 12 months of a member organisation’s final response to them.
