Guides › Car Hire › What Is the BVRLA Conciliation Service?
What Is the BVRLA Conciliation Service?
The BVRLA Conciliation Service helps with unresolved complaints about UK car hire companies that are BVRLA members. Complain to the company first and allow about 8 weeks. It is free, but its recommendation is not legally binding, though most members follow it.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
UK Rentals
For UK rentals, complain to the hire company first and allow a reasonable period, usually 8 weeks. If it is unresolved and the company is a BVRLA member, you can use the BVRLA Conciliation Service. It is free, but its recommendation is not legally binding, though most members follow it. source
The BVRLA Scheme
The BVRLA scheme covers its UK members only. Most major UK firms are members, but overseas firms may not be. Which? says members must follow a code of conduct and have a complaints procedure, and you can check the BVRLA member directory. source
Not the Motor Ombudsman
The Motor Ombudsman does not handle rental or leasing disputes. It directs people to the BVRLA. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksWait before going to the BVRLAUsually about 8 weeks
Steps to Take
Step 1 of 4
Check the company is a BVRLA member.
Step 2 of 4
Complain to the hire company in writing and ask for its evidence.
Step 3 of 4
Allow about 8 weeks.
Step 4 of 4
Take it to the BVRLA Conciliation Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Hire Company's Complaints Team
Always start here, in writing, and ask for the evidence.
BVRLA Conciliation Service
If the company is a BVRLA member and it has not resolved it after about 8 weeks.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- civilhelp.co.uk/travel-consumer/car-hire-disputes Checked 12 October 2026
- which.co.uk/reviews/car-hire/article/car-hire-advice/car-hire-scams-auABy0O5rX7M Checked 12 October 2026
- themotorombudsman.org/knowledge-base/leasing-or-rental-vehicle-issues Checked 12 October 2026