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I think the stats speak for themselves. Totally biased in favour of their members despite car hire company refusing to give me the hire car (with no justification whatsoever) leaving myself & 7 year old stranded & in an unsafe place. Thier investigation consisted of ‘the car hire company said’ - no evidence from them, they ignored mine & failed to answer when I asked for justification- even the CEO had no interest they were endorsing perjury & failure to comply with data protection legislation.

Used Bvrla on two occasions, and both times dealt with poorly.
Latest occasion they accepted the word of Arnold Clark whilst basically calling me a liar. Challenged their initial response and they just support their own team in favour of any one but myself.
Offered evidence to support my case to them and they weren't not interested.
More interested in supporting rental companies, can only imagine this provides them some sort of financial incentive.
More interested in telling you you've exhausted the procedure and can't go any further.

I filed a complaint against on.to via BVRLA.

on.to demonstrably failed to follow the BVRLA guidelines on a number of points, but BVRLA found in favour of on.to.

What a total and utter pointless waste of time this organisation is for the consumer.

Absolutely useless. Would not look at my evidence. It is essentially pointless to file a complaint, a waste of your time.

Not independent, do not read your complaint and just forward the email from the service provider. I received a terrible service from Tuskers and even they were partially accepting their failings but when I complained to BVRLA they just sent me boxed standard response and omit any details or evidence.

Dishonest Ombudsman - Watchdog need to thoroughly investigate this corrupt organisation. Clearly the rental companies are crossing there palms with silver plenty of back handers going on here with this out of touch organisation.
December 1st Vehicle breaks down with technical issues as it’s a brand new vehicle and under warranty the manufacturer Mazda have aligned themselves with Allianz who are to recover your vehicle if they can’t fix and use there third party Enterprise Rentals who are to get you in a vehicle that is suitable to your needs.
The morning of 1st December 4 adults and 2 dogs in a Mazda CX60 Phev which is the flagship model of Mazda had a software issue and I was unable to select gear and drive instead I was stationery having called Mazda roadside assistance under the guise of Allianz I was told that a vehicle technician would be with me within 1hr this turned out to be a eta of 8hrs to add further delays I got a text to say no one in the area available?
I contacted the CEO of Mazda UK via email to which his exec team contacted me to advise they had arranged a local recovery company to collect my vehicle and to take to the dealership, which happened the following morning.
Mazda advised that Enterprise would contact me that evening to place me in a like for like vehicle and have me on the road that evening.
Enterprise contacted me to say No vehicles available and that my local branch would contact me, the following morning they didn’t contact me so when I contacted them they advised No vehicles available? The out of office staff contacted me at 1500hrs on the 2nd December to advise that the two vehicles they had available which were a like for like were a Nissan Qashqai? And a Renault Electric vehicle with a range of 100 miles I advised our journey was 350 mile round trip and no access to a charge point and that the Nissan didn’t constitute a like for like with our CX60 - They then contacted me at 1800hrs to advise they had a basic VW Tiguain and it would need to be valeted and would arrive at 1800hrs, at 2000hrs they arrived and the vehicle was filthy! I was then told that I would have to cover the cost for the insurance liability as Mazda didn’t cover this? I refused and said take the vehicle away! An hour later they returned and wavered the excess.
I contacted Mazda UK to say the vehicle I was in wasn’t a like for like my CX60 is a 2.5Litre Phev Awd full leather heated seats steering wheel Dab Radio etc etc where as this Vw was basic and had No extras
Mazda UK contacted Enterprise to arrange for a premium luxury SUV to which they advised that Enterprise would contact me to arrange collection of the VW and that I would be put in a Mercedes GLE or equivalent
Enterprise failed to contact me at all I constantly chased them to which in the end they failed to get me in the vehicle or any replacement vehicle as promised.
I contacted Mazda UK once again to advise of the incompetent plebs that Enterprise are and that something needed to be sorted asap! At the same time I contacted via email and LinkedIn the CEO of both Enterprise UK and Enterprise USA of my frustrations and how they treat customers to which the ceo of Enterprise UK wouldn’t take ownership and referred me to customer services / escalations in which I wrote and received No response.
Mazda UK liaised with a dealership who contacted Warwickshire dealership and the Branch Manager placed me in a Mercedes GLB suv which in hindsight was better but it came with a price I had to pay £70 excess insurance for the duration of hire and return the vehicle with a full tank of fuel which is to be expected.
Enterprise escalations then contacted the Area Manager for Oxfordshire who insisted that her branch Banbury had tried to contact me on numerous occasions and place me in a vehicle and blatantly refused to believe my version of events which had arisen she then went on to say that she would allow the vehicle to be returned without paying for fuel however she didn’t have authorisation as Warwickshire branch comes under a different area?
She wouldn’t take ownership or responsibility for her cock ups! Instead starting to argue with me and then advised to contact the BVRLA in which I did and gave all the factual evidence only to receive a response in favour of Enterprise Rentals totally bias towards them hadn’t even bothered reading my statement of facts just fobbed me off!
The BVRLA are a disgrace and are not fit for purpose they should be abolished they are corrupt and the people who work for them are equal to all criminals in the UK
Disgusting abhorrent behaviour - If any of them are reading this you should look at yourselves in the mirror and be ashamed of yourselves Parasites the lot of you!

Absolutely disgusting organisation as previous comments say don’t waste your time, but do waste theirs and the member who you complain about as each case raised costs the member, but let’s face it they probably don’t charge them as they’re in bed with them. My complaint related to Zenith who refused to refund my lost costs caused by their negligence. My car required a service (they don’t state anywhere which type of service & nor does the car manual) so I booked the service on their booking system where there’s one option for a service called ‘service’, yet it’s apparently my fault for not booking a 4 year service!!! There’s no option for a 4 year service. Due to Zenith insisting the car after I booked it in had a 4year service no service could be carried out that day & the next date available was the day I went away on holiday so I was left with a non serviced car all because Zenith spent two hours communicating with the garage refusing to pay for the service that was booked in (you know the only service I could book in). Two weeks later my cam belt was so worn it caused a breakdown on my way on holiday. Zenith told the BVRLA that I was ‘under the impression that my car needed a 1 year service’ absolute claptrap and completely made up as not once has Zenith spoken to me so they made it up and the BVRLA just believe them!!! They actually admit: ‘We hope you can appreciate we can only comment on the information provided to us by Zenith.’ Not anyone else but their member. That sums it up, they listen to their member and ignore anything you say if you’re raising the complaint. All this over £70! It’s cost both organisations more than that already but just keep on as there’s plenty of time wasting you can do. If none of them are prepaid to do anything then that’s the next best option. Remember the costs involved for them having to pay staff to deal with it all.

Scammers who collude with the car rental companies. These people should be exposed to the watchdog and disgraced. This is worse than the post office scandal.

BVRLA took clear sides with the rental company. at no point was my complaint against the hire company treated fairly with an open mind. it was biased from the start and they cancelled the complaint very quickly despite irrefutable evidence given to them. they denied the facts i gave them and their subsequent responses were not credible.

it was a deeply upsetting experience to contact the rental industry ombudsman and be treated with such open bias. extremely disappointing behaviour.

BVRLA currently have 90% ONE STAR NEGATIVE RATING on here.

As for most of the other responses here, less than one star would be more appropriate. I got the same cut and paste reply everyone else got, referring me to my contract while totally ignoring the evidence of fraud that had been perpetrated by Sixt. The BVLRA is useless by design as it is a front for the rental companies to give the appearance that have an avenue to dispute their openly shameless and fraudulent tactics. What a joke.
Re: the BVLRA response to my review.
As I made abundant clear in my submission to you, it was the fraudulent claim of damage, the removal of £976 from my account without any notice and the refusal to forward a photo of said damage as well as numerous other factors. Sixt is well known for this scam and I am not going to be yet another victim. And btw, I had purchased insurance when I booked the rental. The process of getting a straight answer from Sixt took so long my 3 month window of claiming closed.

This assosiation is very biased towards their members. I initially felt positive as when I submitted my initial complaint, I got a fast response saying they would investigate.

Unfortunately, I quickly discovered that all their 'investigation' consisted of was listening to Europcar explain why they did not lie to me or scam me into paying for unnecessary insurance. They came back and said that "because I had signed a document" they could not assist. They forgot or simply didn't bother to investigate that I was told it was mandatory because of the third party provider I had booked through, they did not investigate why I was categorically told "you cannot take the car until you pay for insurance" they could not explain why I was quoted one price by Europcar and charged double. They did not look into why Europcar didn't run through the agreement with me, covered it and rushed me to sign. They did not look into the fact that Europcar admitted fault, processed a refund request then 'lost all record of this refund request and conversation'

They advised that they did however if they had done, they would have seem the illegal activities at play and would not be working with a company such as Europcar.

Unfortuntely the BVRLA does not care what Leasing companies are doing with customers, they do not care about the scamming and illegal activity happening on a daily basis
It's a he said she said scenario with them where the Leasing agent always wins.

If you have a disagreement with a Leasing company, I recommend to avoid the BVRLA and reporting the company for fraudulent activity through the gov.co.uk website. You will get much further.

they will support enterprise as such no point in wasting your time with them.

Given the BVRLA are paid for by it's "members" donations, who are the lease/rental companies they are meant to be overseeing, there is little they can or will do to assist in resolving cases.

I wouldn't waste your time in raising a case. They boast on the website what a high percentage of cases are awarded to it's members.

The only silver lining is that the lease company gets charged £150 to deal with a case, so do with that as you will.

what a waste of time. My claim to BVRLA was submitted due to van hire not being transparent with damage charges i caused. van hire sent me and email stating the charge without invoices attached. they have provided one invoice after 9 days of me complaining to them for not being transparent and 2nd invoice was never provided to me. Yet BVRLA stated that the charges were justified by Van hire company.
Hire van company DID not provided invoices when charge was submitted to me. after many emails they provided only 1 invoice 2nd invoice for smart repair was never provide to me.

We had a bad experience. This organisation does not investigate the claims appropriately and always steers on the side of their member companies. In our situation, it was literally our word against the word of the company, and they believed the company. We proceeded asking for evidence (we suggested it - they didn’t). The evidence provided by the company was completely irrelevant and meaningless to the charge. Totally useless. We questioned this but they decided to confirm the charge against us regardless. So frustrating. Not a useful organisation. We were charged unfairly and BVRLA did not protect us.

With regards to BVRLA response regarding the dispute resolution report - I had a look and the report from 2022 shows 63% of outcomes are in favour of member companies for rental complaints and 79% in favour of members for leasing complaints. That’s hardly 50%. There is a line on the report that reads: “ The majority of complaints for both rental and leasing are found in favour of the member”. The report for 2023 (referred by BVRLA in their response) is not available online (or at least not easily accessible as unable to find it) and therefore unable to check the figures.

The point of my feedback is that the outcome of our specific case was not based on relevant evidence, but on the company/member words against ours.

To inform you in return the named driver has been submitted to enterprise as you were not clear on the call on who that consent was to be emailed to. Your callers were on very friendly terms with Claire O’ meara at enterprise as per the phone call which calls for concern for a customer as a conflict of interest. You also have not addressed inappropriate comments as mentioned in my previous post.

Thanks ,

Josh

There seems a lot of bad reviews for BVRLA however I must say my experience was different.
We hired a car from Hertz (9 weeks) and they completely stuffed up our invoices (GBP390 overcharge).
Without going into the dull details they made two errors in the monthly invoices they sent. TBH the errors were quite obvious but the Hertz complaints office only offered a partial refund for one. They then refused further discussion.
We put the issue to BVRLA who came back to us after 4 weeks and confirmed that they had raised with Hertz who had agreed to offer a full refund - which is now credited to our Credit Card.
Reading the other reviews I did feel it fair to give a more positive opinion.
We were grateful to BVRLA and I would suggest any unhappy renters give them a go. We were pleased we did

Very biased towards rental companies.
Dealing with an issue and won’t investigate until letter of deadlock provided. Very opaque with dealing and would not provide any communications had with rental company. This is despite me providing them with all the written proof. Will have to resolve with small claims court as this company is farce!

It took them a day to respond to my complaint, but did not address the main issues I raised.

These were that the company did not provide me its T&Cs or a contract to sign, overcharged me for petrol I had not used, and tried to take this from my bank account without notifying me or raising an invoice.

They just referred me to the companies T&Cs and pointed out “customers should be aware of the additional charges that may be made and ASKED TO SIGN AND ACCEPT THESE”. They did not address why I wasn’t provided any paperwork to sign. They refused my request for a part refund because the company does not “compensate for stress and inconvenience”.

My complaint had not been investigated properly if it took less than 24 hours, and it is clear that BVRLA are working only in the interests of their members.

Unsurprisingly sided with the company that fund them.
Neither fair or equitable to consider a manufacturing defect still under warranty as 'end of contract damage'.
Being forced to pay for something that the vehicle manufacturer can actually fix free of charge...