Using the BVRLA conciliation service

If you are unable to resolve your dispute with one of our Members you can refer to our conciliation service.

How do I complain?

Details of your complaint should be submitted in writing to the BVRLA. To assist you with submitting your complaint you can download a copy of our complaint form below.

Complaint form

The form and copies of all relevant correspondence should be sent to;

Chief Executive
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

Or you can email or fax your complaint to;

E Mail: complaint@bvrla.co.uk
Fax: 01494 434499

What happens next?

We will acknowledge your complaint within 5 working days and will then investigate your dispute using our informal conciliation procedure. We will request information from the Member concerned and assess your activities against the BVRLA’s Code of Conduct before making any decision.

We aim to resolve all disputes within 14 working days.

BVRLA Arbitration Panel

If the BVRLA is unable to resolve a dispute using our informal conciliation service then the matter can by request from either party, be referred to the formal Arbitration Panel. This Panel will independently review the matter with its decision being binding on both parties

A dispute referred to the Arbitration Panel is actioned and a decision given to all parties within 30 working days.

Please note that using our conciliation service does not preclude the customer’s right, or the Member's right to take separate legal action.

Disputes outside of our jurisdiction

The BVRLA is unable to resolve disputes that have been booked through a third party or non Member organisation. We are unable to fully investigate disputes arising outside of the UK, as the scope and application of our Code of Conduct extends only to Members operating within the UK.

Useful Contacts

If you are unable to invoke our conciliation service, the following organisations may be able to assist you further.

UK European Consumer Centre
The UK ECC provides free information on consumer rights in Europe and assists in cross-border disputes.
Web Address: http://www.ukecc.net/

Citizens Advice Bureau
Web Address: http://www.citizensadvice.org.uk/

Trading Standards
Web Address: http://www.tradingstandards.gov.uk/consumers/consumers.cfm

Consumer Direct
Web Address: http://www.consumerdirect.gov.uk/