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BVRLA strengthens broker rules

Date: 18 December 2009

Rental and leasing organisation, the BVRLA has tightened its code of conduct for its leasing broker members.

The move is designed to improve standards of professionalism and customer service in the sector and will take effect from 1 January 2010.

The enhanced code places more emphasis on after-sales service and requires all BVRLA leasing broker members to play an active role in dealing with customer queries and complaints. Under the new regs vehicle leasing brokers will have to provide clear guidance on how cancellations are made and communicated, together with details of circumstances in which a customer may be liable for a cancellation charge.

"This revised code reflects current business practices and legislation and will instil greater confidence among our member's customers," said John Lewis, chief executive of the BVRLA.

The strengthened Leasing Broker Code of Conduct is the first of a series of measures the BVRLA is implementing to improve broker standards across the sector. The association is looking to introduce a new accreditation process for leasing broker staff and a set of best practice customer service guidelines that focus on whole-life contract management, including the end-of-lease period.