Code of Conduct BVRLA
The BVRLA is the UK Trade body for companies engaged in the leasing, rental and fleet management of cars and commercial vehicles for both corporate and consumer users.
This code of conduct sets out the standards the BVRLA expects its members to achieve in all aspects of the brokering of leased vehicles. It applies to any leasing transaction taking place in the UK.
BVRLA membership assures the customer that they should expect the highest levels of professionalism and integrity when using a BVRLA member.
The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and high-quality vehicles and customer service standards. This Code sets out the standards that its members shall comply with regarding:
- Pre-contract procedures
- Support during the contract
- End of contract procedures
- Complaint handling
This governance covers documentation, branches and customer service standards. Adherence to this Code of Conduct is a condition of membership and breaches of such will result in action being taken. Serious breaches may result in expulsion from the BVRLA. The BVRLA monitors adherence to the Code by its members.
The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and members must participate in the BVRLA Conciliation Service, which provides a channel for members and their customers to help resolve disputes.