CODE OF CONDUCT

bvr la .co .uk

CODE OF CONDUCT

bvr la .co .uk

what customers can expect

British Vehicle Rental and Leasing Association

RENTALBROKERCODE OF CONDUCT

CODE OF CONDUCT

Includes images © Denis Cristo / Shutterstock.com

CODE REVISED SEPTEMBER 2013

Our Standards 4

Pricing Terms 5

Rental Broker Terms 6Reservation and booking 6

Terms and conditions 6

Booking confirmation 6

Mandatory charges and optional extras 7

Liability options 7

Method of payment 7

Customer enquiries 7

Rentals in the UK 7

Complaint Handling 8

Conciliation Procedure 9Stage 1 Informal Conciliation Service 9

Stage 2 Formal Conciliation Service 9

Conciliation Committee 10

What is covered under the Conciliation Service? 10

Compensation 10

Refunds 10

No restriction of rights 10

Monitoring and compliance 10

Rental Broker Charter 11

Contents

CODE OF CONDUCT

3

— BVRLA Rental Broker Code of Conduct —

The British Vehicle Rental and Leasing Association (BVRLA) is the trade body for companies engaged in the rental, leasing and fleet management of cars and commercial vehicles for both corporate users and members of the public. It promotes ethical trading, clear pricing, transparent terms and conditions, and high-quality customer service standards through the auditing of its members.

The BVRLA’s rental broker members offer a range of services to help customers find the most suitable vehicle and ancillary products.

BVRLA membership assures the customer that they should expect the highest levels of professionalism and integrity when booking vehicles.

This Code of Conduct sets out the standards the association expects its members to achieve. Adherence to the code is a condition of membership and failure to comply may result in expulsion from the BVRLA.

The association also operates a conciliation service to help its members and their customers resolve disputes.

Introduction

— BVRLA Rental Broker Code of Conduct —

Our Standards

4

By signing up to the Code of Conduct, BVRLA members agree to:

1 Provide transparent pricing on all products and services.

2 Give clear advice to customers, based on their requirements, so they can make an informed decision.

3 State clearly the range of products or services available.

4 Provide the details of the company supplying the rental vehicle, including its collection address, opening hours and contact information.

5 State clearly their terms and conditions and those of the rental company supplying the vehicle.

6 Advise on any mandatory requirements that have to be satisfied for the rental to take place, such as the provision of identity documents, minimum driving experience, age restrictions, notification of driving endorsements, methods of payment, deposit, etc.

7 Behave at all times with integrity and take responsibility for all agents acting on their behalf.

8 Understand and comply with all statutory controls and regulations relating to the product or service provided.

9 Not use any advertising material containing misleading or inaccurate statements. This will require compliance with the codes and standards set by the regulators for the broadcast media (Ofcom and the Broadcast Committee of Advertising Practice (BCAP)), and for the non-broadcast media (the Committee of Advertising Practice (CAP)), and with the regulations set out in the Consumer Credit (Advertisements) Regulations 2010.

Display the BVRLA logo at their premises and on their company stationery and website, where it is relevant to the business of rental broking.

Resolve customer complaints in accordance with the standards set out in the BVRLA Rental Broker Code of Conduct.

— BVRLA Rental Broker Code of Conduct —

Pricing Terms

5

Customers using a BVRLA rental broker can expect transparent pricing and terms of business, including:

clarity on what is included in the price advertised and details of all mandatory charges, including any charges payable directly to the company supplying the vehicle to be rented.

clarity on the supplying rental firm’s excess and waiver charges, and on any restrictions to this cover.

clarity on all products sold directly by the rental broker, including details of any restrictions or requirements, such as an excess reimbursement insurance policy.

— BVRLA Rental Broker Code of Conduct —

6

Rental Broker TermsReservation and bookingThe rental broker must give clear advice on exactly what is included in the price quoted to the customer, and if there are any mandatory charges payable to the company supplying the rental vehicle.

The rental broker must provide a description of the category of vehicle being booked, including its passenger-carrying or loading capacity.

The rental broker is responsible for ensuring that the customer is made aware of any requirements they must fulfil before the rental can go ahead. Such requirements could include providing identity documents at the rental desk, minimum driving experience, an age restriction, giving notice of driving endorsements, particular methods of payment, or paying a deposit.

The rental broker shall ensure that before an agreement is entered into, the customer is fully informed of any cooling-off period, cancellation fee, or deposit payable.

Terms and conditions The rental broker must ensure that both its own terms and conditions and those of the company supplying the vehicle to be rented are read and accepted by the customer before entering into a binding contract.

The rental broker shall be held responsible for clarifying any queries a customer may have on any aspect of the booking.

Booking confirmationThe rental broker must provide the customer with a written confirmation of their booking. The confirmation must include all the key information about the rental, such as the total cost (including any mandatory charges), the category of vehicle, the period of hire, details of collection and return, opening hours, and details of documents that must be presented to the rental company supplying the vehicle.

— BVRLA Rental Broker Code of Conduct —

7

Mandatory charges and optional extrasThe rental broker will confirm details of any mandatory charges that are payable directly to the company supplying the rental vehicle.

The rental broker must provide clear information on any optional products they sell at the point of booking, such as excess reimbursement insurance, including details of charges. They must ensure that the terms and conditions of the product have been read and accepted by the customer.

The rental broker should also provide clear information on any optional products that may be offered by the company supplying the rental vehicle, such as excess waivers, additional driver fee, child seats, or a roof rack, including details of charges.

Liability optionsThe rental broker must provide details of any excess charges that may be payable by the customer , whether to the rental broker or to the company supplying the rental vehicle.

The rental broker must explain the full extent of the customer’s financial responsibility as it relates to damage to or theft of the rental vehicle while it is on hire.

Method of paymentThe rental broker will inform the customer if a deposit is payable to the company supplying the rental vehicle and explain the payment methods that company will accept when the vehicle is returned.

Customer enquiriesThe rental broker shall provide appropriate contact details to enable the customer to make pre- and post-rental enquiries.

Rentals in the UKFor rentals taking place in the UK, the rental broker must ensure that the company supplying the rental vehicle is a BVRLA member.

— BVRLA Rental Broker Code of Conduct —

8

Complaint HandlingBVRLA members should always aim to deliver a high level of service.

Complaints should be resolved quickly and amicably.

All staff should be aware of the company’s complaint-handling procedures and staff dealing with complaints should respond swiftly, paying particular attention to:

advising customers of the complaints procedure, how to use it and what additional options are available to them.

treating complaints seriously and dealing with them in a positive and friendly manner.

issuing an acknowledgement of every complaint, regardless of how it is received, within five working days of receipt, with the objective of resolving the dispute within 15 working days.

learning from all complaints and responding proactively to prevent similar incidents from occurring.

maintaining a complete record of all complaints.

A small number of complaints may remain unresolved. The BVRLA Conciliation Service exists to help resolve these. See pages 9 and 10.

— BVRLA Rental Broker Code of Conduct —

9

Unresolved disputes may be referred to the BVRLA by either the customer or the member involved.

Details should be submitted in writing or by email to:

British Vehicle Rental and Leasing AssociationRiver LodgeBadminton CourtAmershamHP7 0DD

complaint@bvrla.co.uk

Stage 1 Informal Conciliation ServiceIn the first instance, the BVRLA will aim to resolve the matter on an informal basis using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its initial findings and recommendations. If a party to the dispute disagrees with the outcome of the informal conciliation service, a formal conciliation procedure can be invoked.

The BVRLA aims to resolve complaints through the informal conciliation service within 30 days.

Stage 2 Formal Conciliation Service If either party to the dispute asks for the matter to be escalated to the formal conciliation service, all relevant details will be promptly forwarded to the Conciliation Committee, a body whose members are appointed by the BVRLA board.

Conciliation Procedure

9

10

— BVRLA Rental Broker Code of Conduct —

10

Conciliation CommitteeDisputes referred to the Conciliation Committee shall be actioned and its decision notified to the customer by the BVRLA within 30 working days from the referral.

What is covered under the Conciliation Service?Conciliation procedures shall apply solely to disputes arising from the rental broker activities of members.

Compensation The Conciliation Service is unable to award any form of compensatory payments in relation to alleged financial losses arising from a breach of the rental broker agreement by either party to the dispute.

Refunds The Conciliation Service will only have jurisdiction to consider matters relating to charges linked to the rental that have been requested by the rental broker.

No restriction of rightsNothing in this code restricts, nor is intended to restrict, the rights of a complainant or a member to pursue remedies through the courts.

Monitoring and complianceThe BVRLA’s continual monitoring and internal procedures are aimed at ensuring that members meet their obligation to comply with this Code of Conduct.

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Conciliation Procedure (continued)

11

CODE OF CONDUCT

The BVRLA’s Rental Broker Charter applies to all members offering a rental broking service and forms a brief summary of the specific terms found in this Code of Conduct.

As a member of the British Vehicle Rental and Leasing Association we pledge to provide for our customers:

clear advice on what is included in the price quoted, and on any mandatory charges that may be payable to the company supplying the rental vehicle.

writtenconfirmationofouragreementanddetailsofalldocumentsthatneed to be presented to the company supplying the rental vehicle.

clearinformationonanyoptionalproductssoldatthepointofbooking,suchasexcessreimbursementinsurance,includingdetailsofcharges. Wealsoundertaketoensurethatthetermsandconditionsoftheproducthave been read and accepted by the customer.

clearinformationonanyoptionalproductsthatmaybeofferedbythecompanysupplyingtherentalvehicle,includingdetailsofcharges.

detailsofanyexcesschargesthatmaybepayable,includinganythatmaybe payable to the company supplying the rental vehicle.

anexplanationofthefullextentofthecustomer’sfinancialresponsibilityasitrelatestodamageortheftoftherentalvehiclewhileonhiretothem.

acommitmenttotheBritishVehicleRentalandLeasingAssociation’sCodeofConduct.

aneffectivecomplaintsprocedurewithaccesstotheConciliationServiceadministered by the British Vehicle Rental and Leasing Association.

Rental Broker Charter

12

— BVRLA Rental Broker Code of Conduct —

CODE OF CONDUCT12

CODE OF CONDUCTBritish Vehicle Rental and Leasing Association LtdRiver Lodge, Badminton Court, Amersham, Buckinghamshire HP7 0DD

Tel 01494 434747 Fax 01494 434499 Email info@bvrla.co.uk Web www.bvrla.co.uk COMPANY REGISTRATION NUMBER: 924401