BVRLA Reviews 145

I should have read the 1.9star rating before complaining. Bvrla = crooked and in cahoots with car rental agencies to rip you off! Tick box complaints company, you will never win against these ppl unless the public vote with their feet. Stop paying through the nose to companies like Enterprise. Absolute thieves.

I submitted a claim against AVIS regarding incorrect charges on a recent hire. It was not upheld, with the reviewer sharing a summary filled with inaccuracies. When I pointed out the errors in their summary they refused to reopen the complaint. I am not sure the purpose of this organisation if they are not an impartial or evidence based service.

Yet another one star review for BVRLA. Obviously in some kind of pact with their members where they contrive to uphold unlawful and immoral practices.

As immoral as the companies they represent.

I filed a complaint with the BVRLA after a very negative experience with a rental company in Scotland. Even though I provided clear evidence — including being left stranded with a child, being unable to continue our planned trip to the Isle of Skye, missing a prepaid hotel booking, and having to cover extra transport and accommodation expenses — the association simply sided with the rental company without fairly addressing the harm I suffered.

In theory, the BVRLA exists to mediate and protect consumers, but in practice my case shows that their priority is to defend member companies rather than customers. They completely disregarded the financial and personal consequences I experienced. A very disappointing and frustrating experience — I expected impartiality and protection, but instead felt ignored.

It would really help if the complaint was addressed. I received an email to say unfortunately my claim hadn’t been upheld. They listed my complaint as disputing the damage to the rental vehicle happened will we were driving the vehicle. I never disputed the damage happened with us, we were in fact the ones that alerted the company to the damage! We disputed the cost of the repair. Don’t waste your time reporting to them as in our case they didn’t appear to address the complaint at all.

BVRLA think that serious injury or death is acceptable!

They dismissed my complaint regarding what Tusker had done to my car, even though what they have done, goes against the Manufacture’s owner’s manual’s clear safety warnings.

Apparently, ignoring a manufacturer’s handbook advice on avoiding SERIOUS INJURY and DEATH is just fine by them. The handbook actually puts those words in block capitals, just as I have, which I can only assume they are trying to ensure the advice is taken seriously.

It’s also a breach of contract, because the contract states that the car will be maintained as per the owners handbook, which clearly it is not.

To make this even more alarming, Tusker do not deny doing what they have done to the car!

What is the point of having BVRLA if they are not going to do as they should.

BVRLA should be setting industry standards, and Members agree to follow the BVRLA’s Code of Conduct, which covers things like transparency, vehicle condition, customer service, and complaint handling. They also act as an ADR (Alternative Dispute Resolution) body, meaning if you have an unresolved complaint with a BVRLA member, you can escalate it to the BVRLA for review. They also make it very clear that they will take action on members that do not adhere to the codes of practice.

Well I may be wrong, however, ignoring advice on Serious Injury and Death and not keeping to their contract, would appear to breach the following codes -

1. Duty of Care / Vehicle Maintenance & Safety

BVRLA members must provide safe and roadworthy vehicles, maintaining them in accordance with manufacturer’s servicing requirements and safety guidelines.

Ignoring manufacture‘s manual’s warnings—potentially leading to serious injury or death—that would likely violate this obligation.

2. Integrity & Misrepresentation

Members must act with integrity, avoid misleading or dangerous advice, and comply with all rules, regulations, and manufacturer instructions.
Ignoring a clear and serious safety warning falls well short of that standard.

3. Customer Information & Transparency

Members are required to communicate clearly and help customers make informed decisions, including warning about safety risks and maintenance responsibilities.
Failing to flag a known hazard in the manufacturer’s manual violates this commitment. Plus, not keeping to written terms in the contract is misleading because I signed the contract based upon those terms would be followed. If I were to break a term of the contract then they would be straight to me to take the car away.

4. Complaint Handling Standards

Members must acknowledge complaints within five working days, aim to resolve them within 30 working days, treat them seriously, and record them thoroughly.

Not only did Tusker dismiss my complaint, it was also inadequately addressed.

Then BVRLA’s response was not even about what I had complained about. When I highlighted this, they said they outcome still stands, even though they had not investigated my complaint.

It was so off point, it would be like complaining to a Restaurant ADR that you had a poor quality meal and the service in a restaurant was bad, and the response you get states that the carpark is well lit and has EV charging and therefore they do not accept that you have a valid complaint.

We hired a car at Glasgow airport from Drivalia (via holiday autos) from around £300. Because they claimed there was an IT problem we were not picked up from the airport to collect it. We ended up having to spend £700 to hire from another company at the last minute. Drivalia broke their contract but instead of getting our money back immediately we had to fight for it including providing evidence (via holiday autos) that we were actually in Glasgow at the time. We only gotan additional £83 back as compensation. We contacted BVLRA. Drivalia initially denied we had even raised a complaint with them. After waiting 6 weeks they did nothing to get any more compensation for us. They are supposed to be ensuring ethical standards in the industry but Drivalia were untruthful on at least two occasions - why did we have to prove we were actually there?

This is agency is next to useless, as they only sided with the rental company not with the customers.

Turning to this service to investigate a matter concerning the poor practice of a vehicle hire company was a complete waste of time. Apart from the poor communication provided by BVRLA and the length of time it has taken for them to reach a decision, the issues of concern raised were not addressed.

I am a tourist from China, and during my trip to the UK, I had an unpleasant experience with a car rental at the Avis Manchester Airport branch. I was charged for services I did not request, and my attempts to resolve the issue directly were unsuccessful.

I then turned to BVRLA, explained the situation clearly, and submitted the relevant evidence. To my great relief, around 15 days later, I received a response informing me that the disputed charges would be refunded.

I am truly grateful for BVRLA’s fair, impartial, and efficient handling of my case. This experience restored my trust and made me feel that international visitors are indeed protected and treated with respect in the UK.

Thank you, BVRLA, for your professionalism and for helping to create a trustworthy environment for travellers.

I approached the BVRLA expecting an independent and fair review of a dispute I had with Europcar at Manchester Airport. Unfortunately, my experience has been deeply disappointing and reflects many other reviews — that this organization, funded by the rental companies it is meant to oversee, consistently sides with them rather than with consumers.

Despite providing clear evidence, including contradictory statements from Europcar and a timeline that disproved their initial defense, the BVRLA (through a representative named Sarah) still sided with the company. Europcar’s justification shifted throughout the complaint — first claiming I had signed their agreement, then saying the booking was cancelled, and finally stating it was marked as a “no-show.” Each time, the BVRLA accepted these evolving explanations without serious challenge.

I called Europcar Manchester Airport from Paris when my flight was cancelled to let them know I’d arrive the following day, and the branch even noted this on my file. However, BVRLA dismissed this, saying the call couldn’t be verified because branch calls are not recorded — even though their phone system clearly states that calls are recorded for quality or training purposes. This conveniently worked in Europcar’s favor.

Despite these contradictions and the stress caused by this dispute, the BVRLA closed the case with a final and unhelpful decision, leaving me with no practical route for resolution.

In my view, the BVRLA does not operate as an impartial body and is not fit for purpose when it comes to protecting consumers. If you’re involved in a rental dispute, I strongly recommend going directly to your bank for a chargeback or to the Financial Ombudsman Service instead.

Resolved within 1 day. Car hire company refunded the fee after BVRLA put my case to them

DON'T BOTHER !!
Told me a rusty wheel on the car was my fault and not the manufacturers, really !! charge £65 and upheld all other issues. Next stop the ombudsman !! It's not the money it's the principal.

My experience with the BVRLA has been excellent. They took the time to review my case, researched the evidence and organised a positive conclusion to my complaint relating to an incorrectly assigned fine from my car financing company. I would positively recommend working with Sarah and the team to resolve any matters that you feel have been unfairly handled by your car finance company.

Absolute joke! Funded by its members so why would it ever fall on the side of the consumer even when it is blatantly obvious that the charges are unfair and out of order.

Don't bother using these lot just one word sellouts.

I read the reviews for these folks after submitting my complaint.
Of course, the response was exactly as the majority of the reviews said, a waste of time.
Their ‘investigations’ are to ask the rental company to provide a response, which they re-gurgitate back to you as a ‘resolution.’ End of. Newsflash BVRLA, that’s not an investigation.
Don’t waste your time. Next time just choose wisely on your rental.

I found the BVRLA dispute resolution service really useful. The rental company (Europcar) had refused all my concerns over a damage charge but agreed that most of it fell within their minor wear and tear guidelines when BVRLA investigated.

Dreadful. they are NOT a regulatory body as they imply and have NO power to mediate or enforce. They are actually a body working FOR the rental companies not for customers. Their responses are often abrasive, evasive and rude. Don't waste your time with them. In the end I resolved the issue DESPITE them.