Policy Area

BVRLA Codes of Conduct

Customers can be assured of the highest levels of professionalism and integrity when renting or leasing vehicles from BVRLA member companies. The Codes of Conduct set out the standards which the BVRLA expects its members to achieve in all aspects of their business.

These guides officially came into effect as of 1 January 2016, and members must ensure that they have downloaded copies of the new sector-specific codes that apply to their business.

Adherence to the Codes is a condition of membership and serious breaches of the Codes can result in a member being expelled from the BVRLA.

The Codes

Rental Code of Conduct

Rental Broker Code of Conduct

Commercial Vehicle and Minibus Code of Conduct

Leasing and Fleet Management Code of Conduct

Leasing Broker Code of Conduct

Ensuring members' compliance

The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and high-quality vehicles and customer service standards through the auditing of its members. This auditing covers vehicles, branches, vehicle inspection records and customer service standards. Corporate members are audited by The AA, while Leasing Broker members are assessed by CCAS.

Members can contact the association for any support or guidance they need as part of the auditing process - contact BVRLA Compliance & Governance Executive Adam Holt.

The BVRLA's Conciliation 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. The association operates a conciliation service for its members and their customers to help resolve disputes.

The Conciliation Service will investigate potential breaches of the Codes of Conduct, and aims to resolve complaints within 30 days using the information presented by both parties to the dispute. 

More information, can be found on the Conciliation Service webpage.