BVRLA Code of Conduct
As a member of the British Vehicle Rental and Leasing Association (BVRLA), we adhere to their mandatory Code of Conduct, ensuring the highest standards of service and customer protection.
About the BVRLA
The British Vehicle Rental and Leasing Association (BVRLA) is the trade body representing the interests of companies engaged in vehicle rental, leasing and fleet management. The BVRLA's mission is to promote and protect the interests of members through lobbying, training, advice and information services.
Our Commitment to the Code
As a BVRLA member, we are committed to upholding the highest standards in the vehicle leasing industry. The Code of Conduct ensures that customers benefit from:
- The highest standards of service
- Fair terms and conditions
- Transparent and accurate information
- Professional complaint resolution service
- Regular audits and inspections to BVRLA standards
Key Principles of the Code
Honesty and Integrity
We conduct our business with honesty and integrity, ensuring all communications with customers are truthful, accurate and not misleading.
Professional Competence
We maintain high standards of professional competence through ongoing training and development of our staff, ensuring they have the knowledge and skills to serve customers effectively.
Customer Service
We are committed to providing excellent customer service throughout the entire customer journey, from initial enquiry to the end of the lease agreement.
Fair Dealing
We deal fairly with all customers, treating them with respect and courtesy, and ensuring our terms and conditions are fair and reasonable.
Transparency
We provide clear and transparent information about our products and services, including all costs, terms and conditions, so customers can make informed decisions.
Customer Protection
The BVRLA Code provides customers with important protections including:
- Clear and fair contract terms
- Transparent pricing with no hidden costs
- Fair wear and tear guidelines
- Proper complaint handling procedures
- Access to the BVRLA conciliation service
- Regular monitoring and enforcement of standards
Complaint Resolution
If you have a complaint about our service, we will handle it in accordance with the BVRLA Code requirements:
- We will acknowledge your complaint promptly
- We will investigate your complaint thoroughly and fairly
- We will keep you informed of progress
- We will provide a final response within the required timeframe
- If you remain unsatisfied, you can refer your complaint to the BVRLA conciliation service
BVRLA Conciliation Service
The BVRLA offers a free, independent conciliation service for customers who are not satisfied with how their complaint has been handled. This service:
- Is free of charge to customers
- Is conducted by independent, qualified conciliators
- Provides an impartial review of complaints
- Can recommend remedial action where appropriate
- Helps achieve fair resolution for both parties
Continuous Improvement
We are committed to continuous improvement in our standards and practices. This includes:
- Regular review and updating of our procedures
- Ongoing staff training and development
- Monitoring customer feedback and satisfaction
- Participating in BVRLA audits and inspections
- Implementing best practices from across the industry
Reporting Concerns
If you believe we have not adhered to the BVRLA Code of Conduct, you can:
- Contact us directly using our complaints procedure
- Contact the BVRLA conciliation service
- Report concerns to the BVRLA for investigation
The BVRLA takes compliance with the Code seriously and will investigate any allegations of non-compliance by its members.
More Information
For more information about the BVRLA Code of Conduct or the BVRLA conciliation service, please visit the BVRLA website or contact us directly.
You can also download the full BVRLA Leasing Broker Code of Conduct document: