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The BVRLA runs a Trading Standards Institute-approved alternative dispute resolution (ADR) service which is available in those rare circumstances where you have exhausted our member's complaints procedure and still remain dissatisfied.
Unresolved disputes may be referred to the BVRLA by the customer or the member involved, however the member cannot initiate a complaint against the customer.
The service operates by reviewing the evidence from both parties and determining whether there has been a breach of the relevant Code of Conduct.
To determine whether you are in a position to raise a complaint against a member follow the raise a complaint link below or review the frequently asked questions to understand more about the service.
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.
Did you rent abroad in the EU? You may be eligible to raise a complaint via The European Car Rental Conciliation Service.
Codes of Conduct
BVRLA rental and leasing members are committed to upholding the highest standards of professionalism and integrity through a mandatory Code of Conduct. By adhering to these strict standards, members demonstrate their commitment to fairness, safety, and continuous improvement to ensure a positive experience for all
