The broker committee of leasing and rental trade body the BVRLA
has strengthened its code of conduct for introducers, with the aim
of improving customer service across the sector.
The new code emphasises after-sales service, requiring all BVRLA
leasing broker members to more actively engage with customer
queries and complaints.
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Other issues discussed include the processing and communication
of cancellations, as well as circumstances in which customers may
be liable for a cancellation charge.
The new version of the code also requires brokers to make the
full terms of any business they sign available to funders, in order
to improve transparency.
“The Leasing Broker committee has been instrumental in helping
us make these necessary changes to the Code of Conduct,” said John
Lewis, chief executive of the BVRLA.
“This revised code reflects current business practices and
legislation and will instil greater confidence among our member’s
customers.”
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By GlobalDataIn addition, the BVRLA is planning a new accreditation process
for leasing broker staff, and further customer service guidelines
dealing with whole-life contract management, including the
end-of-lease period.
Since its creation in autumn 2007, the BVRLA’s leasing broker
committee has been largely concerned with improving customer
service. Over the last year, the proportion of the BVRLA’s
leasing broker members with complaints referred to the
association’s conciliation service has fallen from 13 percent to 5
percent.
Fred Crawley
