Search
To help your case handler in reviewing your dispute fully and efficiently, please provide as much detail and supporting information as possible when using the online form. The BVRLA can only assess a complaint using the evidence supplied by both parties, so clear documentation is essential to ensure a fair outcome.
Please review the guidance below and refer to it when preparing your submission.
To help the BVRLA identify the correct rental or leasing agreement, please include:
- Reservation number or rental agreement number
- Full name of the person named on the rental agreement or leasing contract
- Postcode used on the booking / agreement
- Dates of hire or contract period
- Location of hire, including both the pick up and return branches if different (Rental only)
This information allows the case to be located quickly, for the correct records to be requested from the rental or leasing company.
In the large text boxes on the third section, be sure to provide a detailed explanation of:
- What happened
- When it happened
- Who you spoke with (including dates if possible)
- What you believe went wrong
- What outcome you are seeking
Try to include a full timeline in your own words. The more details the case handler receives, the easier it is to understand the full context of your case.
Before the BVRLA's Alternative Dispute Resolution service can step in, the member must have had the opportunity to complete its own internal complaints process.
Please include:
- A copy of the company’s final written response to your complaint
- Any explanation they provided
- Any settlement or decision they offered
This document is required for the ADR service to conduct an independent review.
As part of your submission, you will be prompted to attach documents to detail the terms of your case. Where relevant, please include:
- Copies of emails, letters, chat logs or messages exchanged with the company
- Notes of phone conversations, including dates and names of people you spoke with
- Any documentation sent to you by the rental or leasing company
These records help us see what has already been discussed and whether processes were followed correctly.
If your dispute relates to damage, vehicle condition, or charges, please provide:
- Photos or videos showing the issue
- Where possible, images or files that include metadata (time and date stamps)
- Photos taken at pick up and at drop off
- Screenshots of booking pages, pricing displays or terms you relied on
Metadata helps us verify when and where the photos were taken, which strengthens the evidence. It should be present on the original image files so please attach these where possible.
If your case involves charges or refunds, please provide:
- Screenshots or statements showing the payment
- Any invoices or receipts
- Bank or credit card evidence showing dates and amounts charged
This helps to confirm timelines and the accuracy of the amounts involved.
Every case is different and the ADR process is set up to consider each case in isolation on its merits. If you believe there is information that will help us understand your situation more clearly, that is not detailed above, please include it. Examples include:
- Documentation from third parties (e.g., Taxi or Hotel receipts)
- Screenshots of web pages at the time of booking
- Notes concerning accessibility needs, breakdowns or vehicle issues
Why this information matters
The BVRLA’s role is to carry out an independent review based on the evidence supplied by both sides.
Please review the ADR (Alternative Dispute Resolution) FAQ’s for additional information
Providing full details at the start helps your case handler:
- Understand your situation accurately
- Request the right information from the company
- Reach a fair and informed conclusion as efficiently as possible
Guidance for Raising a Case
Prior to raising a case with the BVRLA's Alternative Dispute Resolution service, consumers are advised to read this guidance. This support resource outlines what details the consumer should include within the case, how to structure their submission, and what documents they will need to hand or to attach.
