The Chartered Trading Standards Institute (CTSI) has concluded that the BVRLA and European Car Rental Conciliation Service (ECRCS) provide an effective, and in some areas best practice, alternative dispute resolution (ADR) service. The conclusion comes as a result of an audit of the BVRLA in December 2024.
The outcome of the audit also praised the work of the ADR team, saying: “BVRLA/ECRCS are found to be providing effective ADR schemes, and CTSI noted that there were several areas that could be described as best practice, which go above and beyond the minimum requirements laid out in the legislation.”
“The ADR officials for BVRLA/ECRCS demonstrated a wealth of knowledge for the sector and of the ADR process.”
The review assessed the BVRLA and (ECRCS) ADR services, reviewing compliance against set criteria covering:
- Access to the ADR body
- Expertise, Independence, and Impartiality
- Conflict of Interests
- Transparency
- Effectiveness
- Fairness
- Legality
- Grounds for refusal
Further guidance and annual complaint reports on the BVRLA website.
