GKL Leasing - Car & LCV by BVRLA

Industry Fair Wear and Tear Standards

Licensed to GKL Leasing and Windsor Vehicle Leasing

The aim of this guide

The aim of the BVRLA Fair Wear & Tear Guide is, firstly, to provide information to customers about looking after a leased vehicle so that end of lease charges can be avoided and, secondly, to provide an industry-wide, accepted standard that defines fair wear and tear on passenger cars when they are returned at the end of a lease contract or finance agreement. This guide covers all passenger vehicles, including multiple passenger vehicles with up to eight seats. Separate Fair Wear & Tear Guides are available for light commercial vehicles, and for commercial vehicles and minibuses.

Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle. When BVRLA members review deterioration in the vehicle’s condition at the end of a contract or finance agreement, they consider the age, mileage and whether the vehicle has been looked after sufficiently.

Fair wear and tear should not be confused with damage, which occurs as a result of a specific event or series of events, such as an impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.

This Fair Wear & Tear Guide is produced by the British Vehicle Rental & Leasing Association (BVRLA) with the assistance of a specialist working group drawn from BVRLA members and independent market experts.

What does the BVRLA Fair Wear & Tear Guide contain?

What does the Fair Wear & Tear Guide contain?

It contains advice and guidance that customers can use throughout the period of the vehicle contract. For example, tips on looking after the vehicle, information customers should know at the start of the lease, tips on appraising the vehicle’s condition at the end of the lease, and what to expect on the day the vehicle is returned. It also shows how to complain if things go wrong.

The guide also contains the BVRLA Fair Wear & Tear Standard, which defines the industry standard at return for every aspect of the vehicle’s condition. For ease of reference, the condition of the vehicle is considered under the following headings:

› General appearance, road safety, documentation and keys

› Paintwork, vehicle body, bumpers and trim

› Windows, glass, door mirrors and lights

› Tyres and wheels

› Mechanical condition

› Vehicle interior

› Equipment and controls

The person named on the contract (referred to herein as the ‘customer’) should be clear at the outset of the lease or finance agreement about their obligations to ensure that the vehicle is appropriately looked after and returned in the required condition.

If a company car, the employer may outline preventative vehicle maintenance and road safety measures that need to be undertaken on a daily or weekly basis.

Those personally leasing the vehicle and responsible for its maintenance and upkeep should consult the leasing company or service provider for advice and ensure that the advice is followed.

Advice for customers during the term of the vehicle lease

Advice about looking after the leased vehicle can be obtained from a number of sources, including the vehicle’s handbook. The leasing provider will take care of routine servicing and maintenance if the vehicle is on a maintenance-inclusive contract or a fleet-managed arrangement. Leasing providers may provide advice and guidance to help customers look after their vehicle if asked to do so.

The lease provider should:

› at the start of the contract, supply information on the return standards required by the leasing company.

The customer should:

› use, maintain and look after the vehicle in accordance with the vehicle manufacturer’s guidelines;

› follow the advice provided to keep the vehicle in good condition, help maintain its performance, and preserve its safety features and emissions standards. Looking after the vehicle appropriately will minimise any potential charges at the end of contract;

› follow the manufacturer’s recommendations regarding fuel and fuel blends, additives such as Adblue, lubricants and battery recharging (if an electric or hybrid vehicle), because the vehicle’s warranty may be invalidated, and long-term damage caused, through inappropriate use of fuels, additives, lubricants and battery usage;

Advice for customers during the term of the vehicle lease (continued)

› report any suspected manufacturer’s faults identified on any part of the vehicle, its bodywork or trim, to the leasing company as soon as possible to get the issue resolved;

› be aware that adjusting or blocking the vehicle’s odometer (‘mileage clock’) before return is not permitted.

Personal number plates

Customers should liaise with the leasing company 10 to 12 weeks before the end of lease to ensure that any personal number plate is transferred from the lease vehicle to a new one.

Appraisal tips for customers before returning a lease vehicle

› Carry out an appraisal of the vehicle 10 to 12 weeks before the vehicle is due for return. This will allow you to arrange to have any damage rectified and missing items replaced.

› Before appraising the vehicle, make sure that it has been washed and is thoroughly clean, but remember to allow time for it to dry. Water on the paintwork can mask faults.

› Choose a time and place with good light. This is how the leasing company will examine your vehicle. Appraisals carried out in poor light invariably miss some faults.

› Check the terms of your contract for information on the return standard required and consult with your leasing company or finance house if you are in any doubt.

› Check the tyres (including spare) for damage. Check that the wear on the tread across each tyre is even.

› Walk all the way around the vehicle and examine closely each panel, including the roof, bonnet, doors and body, for significant damage.

Observe where the light is reflected differently from any dents and scratches.

› Crouch or kneel down at the front and rear of the vehicle and look along each side. This will help you see scratches and dents that may otherwise be difficult to spot.

› Inspect lamps, lenses, windows and mirrors for chips, cracks and holes.

› Inspect wheels, wheel rims and wheel hubs, and spokes, for scratches, rust and corrosion.

› Check upholstered areas for odours, tears, burns, stains and wear.

› Inspect all controls, including audio equipment and accessories – they should be present and fully functional.

› Clean and valet the interior.

› It is important to appraise the vehicle as honestly as you can – be objective. Ask a friend or colleague to help you.

› Check your vehicle against the BVRLA Fair Wear & Tear Standard.

› Arrange to repair areas of damage and replace missing equipment and accessories before the vehicle is returned, ensuring that any work carried out is done to a professional standard by a repairer who can provide a transferable warranty for the work.

Of course, you may decide you want to keep the vehicle because you know its history. Contact your leasing company – it may offer this vehicle, or others like it, at very attractive prices.

Advice for customers on the day the vehicle is returned

› On the day the vehicle is returned, it must be in a safe and roadworthy condition with all keys, equipment, accessories and documentation present.

› The leasing company will arrange collection of the vehicle at the end of contract. All readily apparent damage and wear, including that deemed normal wear and tear, will be documented when the vehicle is collected. The customer will be given the opportunity to agree with the condition of the vehicle at the point of collection. The leasing company will then be able to carry out a final assessment of the vehicle to calculate what end of lease charges, if any, are payable.

› Point out any unrepaired wear or damage to avoid problems later.

› If you cannot be present during the collection of the vehicle, or if other conditions, eg poor weather, prevent the vehicle from being inspected, the leasing company will issue a written condition report of the vehicle and advise of any charges that may subsequently become due, together with summary details of those charges, including repair method/ type, along with photographic evidence.

› Ensure all personal belongings are removed from the vehicle, eg sunglasses, SD cards, music CDs. Don’t forget to remove any item, including paperwork and other correspondence, that could reveal personal data about you, your family or friends.

› Remove personal keys from the vehicle’s key fob. Delete any personal information from the vehicle’s on-board systems using the ‘factory re-set’ facility. Ask the leasing company for advice if you experience any difficulties.

› Discs for satellite navigation should be left in the vehicle.

› The vehicle’s number plate should be intact and as per the standard set out in the Road Vehicles (Display of Registration Marks) Regulations.

End of lease charges

Customers must be advised what to expect when the vehicle is collected. Some leasing companies arrange a full vehicle inspection and condition report upon collection. Other leasing companies will collect the vehicle, make a note of its condition by recording all readily apparent damage and missing equipment and complete the final inspection later at the leasing company’s nominated site.

Customers can expect to be treated fairly.

It is recommended that the customer (or a nominated representative) is present when the vehicle is collected.

If the vehicle is not sufficiently clean to allow a detailed inspection, the collection process may need to be aborted and a charge may be applied. Customers will be asked to agree to postpone the inspection and to sign the condition report to that effect.

If the BVRLA member intends to apply any charges, for example for excess mileage, damage or missing equipment, the customer must

be advised no later than four weeks after the vehicle is collected or returned. The customer may be advised at the time the vehicle is collected or returned.

If charges are being applied, the BVRLA member should provide a summary breakdown of the charges, including the repair method/type of repair. Customers should also be provided with photographic/video or other documentary evidence to help justify or support the charges made.

Customers should also be advised of their right to query any end of lease charges.

End of lease charges (continued)

Why do we have end of lease charges?

End of lease charges are applied when the vehicle, its equipment and accessories are not used, maintained or looked after as originally agreed at the start of the lease. These charges compensate the leasing company for the cost of rectifying damage and replacing missing items, such as keys, parcel shelves, etc.

Customers can expect to incur end of lease charges if there is no evidence that the vehicle has been serviced and maintained according to the vehicle manufacturer’s guidelines.

Charges can still be applied at end of lease in cases where the leasing company decides for commercial reasons not to repair damage or to replace missing equipment before the vehicle is sold.

Customers are not charged at end of lease for any refurbishment that arises from normal wear and tear.

Customers can arrange to repair any damage that is outside the agreed return standard before returning the vehicle, provided the repairs are carried out to a professional standard by a reputable repairer who can provide a full transferable warranty on their work.

What BVRLA members must do

On entering the lease agreement, BVRLA members must clearly explain:

› their end of lease vehicle return standard;

› the required condition of the vehicle;

› the presence and condition of any vehicle keys and accessories;

› how they require you to look after the vehicle (eg servicing and maintenance) during the term of the contract.

BVRLA Code of Conduct

BVRLA members are obliged under the BVRLA Code of Conduct to trade fairly and responsibly in all dealings with their customers. The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and the provision of high-quality vehicles and customer service. The Code of Conduct sets out the standards that BVRLA members must comply with regarding pre- and post-contract procedures, level of customer support during the contract period, and how customer complaints should be handled.

In case of a dispute

In the event of a dispute about the condition or damage to the vehicle, customers have the right to pay for a review of the documents and photographic evidence by an independent qualified engineer, eg an engineer who is unrelated to the original inspection and agreed by both parties. The engineer’s decision will be binding on both the customer and the BVRLA member.

If the engineer finds in the customer’s favour, the BVRLA member will refund the reasonable cost of the examination.

BVRLA dispute resolution process

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Those who are unhappy with the service received by a leasing company should in the first instance inform the company of the issue to give them a chance to resolve the matter. Contact them in writing, explaining the issue and how you would like them to put things right.

If an issue remains unresolved and the final response from the leasing company is deemed unsatisfactory, the customer can escalate a complaint to the BVRLA Alternative Dispute Resolution (ADR) service as long as the leasing company is a BVRLA member.

Customers of BVRLA members have access to the ADR at no cost. The ADR is a restorative justice service, not a compensatory scheme.

Further information on the ADR service is available here: bvrla.co.uk/consumer-advice

The BVRLA Fair Wear & Tear Standard

General appearance and road safety

All electronic safety features and advanced driver assistance systems that help the driver, eg parking sensors, cruise controls, lane departure and collision warnings, must be in working order.

There must be no rust or corrosion on any part of the bodywork,trim of the vehicle, or on the alloy wheels.

The vehicle must be roadworthy, and no warning lights should be illuminated.

There must be sufficient fuel (fuel warning light must not be illuminated) or full charge in the battery, if an electric vehicle, to bring about the vehicle collection or return.

Maintenance, servicing and repairs

The vehicle must have been serviced and looked after according to the manufacturer’s servicing/ maintenance schedule.

The service book, if originally supplied with the vehicle, must be present and date-stamped by the repairer or workshop as evidence that the services have taken place. If the service record is kept electronically, the customer must produce evidence that the vehicle has been serviced and maintained according to the

vehicle manufacturer’s service and maintenance schedule. Appropriate evidence would include hard copies of the service record or invoice clearly showing the date, vehicle mileage reading and the repairer/ service agent’s stamp. Customers must remove any sensitive personal information from such documents.

Any repairs made to the vehicle before its return must be to a professional standard by repairers who can provide full warranty

on their work. Sustainable repair initiatives, such as green parts can be used provide they are Original Equipment Manufacturer (OEM) green parts and the repairer provides a full warranty on their work.

Unauthorised odometer changes and mileage blockers are not acceptable. Any odometer malfunctions must have been reported to the leasing company. The customer fully warrants that the mileage reading at the time the vehicle was collected is correct.

The BVRLA Fair Wear & Tear Standard (continued)

Documentation

All vehicle documentation must be intact and present in the vehicle when it is returned including:

› the V5C vehicle registration document (where appropriate)

› MOT receipt (where appropriate)

› operation manual (where supplied)

› service record booklet (where supplied)

› any other documents relating to the vehicle and its equipment, eg certificate of recalibration, details of the audio equipment and any security codes

Appearance

The vehicle’s exterior must be sufficiently clean, and allow sufficient space around the vehicle (2 metre space at least) to allow a detailed inspection.

The inside should have been valeted and must be cleared of rubbish. If the vehicle contained a smoker’s pack, the ashtrays must be emptied and the cigarette lighter present.

Vehicle keys

A full set of keys, including the spares and locking wheel-nut keys, should be returned if originally supplied.

The BVRLA Fair Wear & Tear Standard (continued)

Paintwork, vehicle body, bumpers and trim

There must be no rust, corrosion or discolouration on any painted area, including painted bumpers, body mouldings and mirrors.

Repaired chips, scratches and dents are acceptable provided the work is completed to a professional standard by repairers who can provide full warranty on their work.

Obvious evidence of poor repair, such as flaking paint, preparation marks, paint contamination, rippled finish or poorly matched paint, is not acceptable.

Chips

Chips of 3mm or less in diameter are acceptable provided they are not rusted. A maximum of four chips on any panel, six chips per door edge and eight chips on any forward-facing panel is permitted.

Dents

Dents of 15mm or less in diameter are acceptable provided there are no more than two per panel and the paint surface is not broken.

Chips within dents are not acceptable.

Dents on the roof or on the swage line of any panel are not acceptable.

Scratches

Surface scratches of 25mm or less where the primer or bare metal is not showing are acceptable provided they can be polished out. A maximum of four surface scratches on one panel is acceptable.

Measuring chips, dents and scratches

The BVRLA Fair Wear & Tear Standard (continued)

The BVRLA Fair Wear & Tear Standard (continued)

Paintwork, vehicle body, bumpers and trim (continued)

Unpainted mouldings and wheel arch trim

Scuffs and scratches of 25mm or less are acceptable provided the moulding or trim is not broken, cracked or deformed.

Badges, emblems and labels

Badges, emblems, labels, logos, advertising livery and wrapping applied by the customer to the bodywork or glass of the vehicle should be removed before returning the vehicle. Removing badges, emblems, labels, logos, advertising livery and wrapping must be done professionally and the vehicle returned to its original colour and condition unless otherwise agreed in writing with the vehicle leasing company.

Any damage caused by fitting or removing badges, emblems, labels, logos, advertising livery and wrapping, including faded paintwork, is not acceptable.

Soft and hard top convertibles

Convertible roofs must be fully operative and free from damage, rips and tears. The rear window must not be cracked or creased. Accessories originally supplied, eg wind deflectors, must be present and in good condition.

Tow bars

Tow bars must only be fitted with approval from the leasing company. If fitted, a tow bar must be in good, rust-free condition, with electrical connections that work properly.

A ball cover must be in place.

After-market accessories

After-market accessories such as bonnet louvres, spoilers or body kits must only be fitted with approval from the leasing company.

The BVRLA Fair Wear & Tear Standard (continued)

Windows, glass, door mirrors and lamps

Panoramic roofs

The roof must be fully functioning, with no chips, cracks or holes. Surface scratches of 40mm or less are acceptable provided they can be polished out.

Inner blinds must be returned in working order, if originally supplied.

Windows/windscreens

Windows/windscreens must be in a condition capable of passing an MOT.

Light scratching is acceptable provided it does not interfere with the driver’s line of sight and the heating elements and the ADAS (automated driver assistance systems) still work properly.

The vehicle’s ADAS (automated driver assistance systems) must have been recalibrated according to the vehicle manufacturer’s recommendations if any component part, including windscreen(s) have been replaced.

Damage in excess of 10mm in the driver’s line of vision (a vertical strip 290mm wide centred on the steering wheel), or in excess of 40mm elsewhere in the area swept by the vehicle’s wiper blades, is not acceptable (See diagram on page 18.)

Repaired damage is acceptable provided repairs are to a professional standard, repairs do not interfere with vision, and the work is warrantied.

Windscreen wipers must be present, secure and in good condition so that they can clear the windscreen and give the driver a clear view of the road ahead.

The washer reservoir must have sufficient liquid to clear the windscreen when working in conjunction with the windscreen wiper blades.

Tinting of windows/windscreen must only be carried out with approval from the leasing company. Excessive tinting is not acceptable.

The BVRLA Fair Wear & Tear Standard (continued)

Tyres and wheels

Tyre wear and damage

All tyres, including any spare, must meet minimum UK legal requirements and comply with the vehicle manufacturer’s recommendations of tyre type, class*, size and speed rating for the vehicle. Any replacement tyres must be to the same specification as those originally supplied on the vehicle.

Tyre Labelling Regulations describe the performance of a vehicle’s tyres according to three factors:

FUEL EFFICIENCY (the tyre’s rolling resistance),

VEHICLE SAFETY (the tyre’s wet grip) and

EXTERNAL ROLLING NOISE (expressed in decibels).

Replacement tyres should be in the same class as those which are sold on the new vehicle.

There must be no damage to sidewalls or tread, or any cracking.

Evidence of uneven wear due to under- or over-inflation or incorrect steering geometry is not acceptable. The following are typical examples of what happens to tyres if the above has occurred:

› Over-inflation = centre of tyre excessively worn

› Under-inflation = both outer edges of tyre unevenly worn

› Incorrect steering geometry = the inner or the outer edge of the tyre unevenly worn.

Wheels and wheel trims

Dents on wheel rims and wheel trims are not acceptable.

Scuffs up to 50mm on the total circumference of the wheel rim

and on alloy wheels/wheel hubs are acceptable.

Any damage to the wheel spokes, wheel fascia, or hub of the wheel/ alloy is not acceptable. There must be no rust or corrosion on the alloy wheels/wheel hubs.

The spare wheel, including ‘spacesaver’ jack and other tools, must be intact, stowed properly and in good working order.

The emergency tyre inflation kit, if supplied when new, should be in full working order, serviceable and ready for use.

A canister that has been partially or fully discharged must be replaced.

The BVRLA Fair Wear & Tear Standard (continued)

Mechanical condition

The vehicle should be returned in a safe, legal and reliable mechanical condition, capable of passing an MOT test.

The vehicle’s engine and brake management system should not be displaying any warning light, eg diesel particulate filter (DPF), tyre pressure system (TPS), or oil pressure. If a warning light is illuminated, the vehicle may not be driveable and the collection process abandoned, in which case a fee may be charged. Advisory illuminated alerts are acceptable, eg countdowns to the vehicle’s next service.

Fluid leaks such as oil, coolant and brake fluid are not acceptable.

The following items are not acceptable fair wear and tear, because the customer has neglected

to service the vehicle and/or failed to action warning messages from the vehicle management system:

› brakes: eg grooved brake discs or drums caused by excessive wear or metal to metal contact from worn out disc pads;

› engine: eg seized or damaged due to running vehicle with insufficient coolant or oil, or with broken internal components;

› manual transmission: eg clutch slipping, noisy clutch or gearbox, or excessively worn or ineffective synchromesh;

› automatic transmission: eg noisy gearbox or torque converter, abrupt gear changes, or loose gear linkage.

Performance modifications

Performance modifications must only be carried out with approval from the leasing company.

Vehicle underside

Any impact damage to the vehicle’s underside is not acceptable. Catalytic converters not working because of obvious abuse or damage are not acceptable.

The BVRLA Fair Wear & Tear Standard (continued)

Vehicle interior

Passenger area, seats, headrests and trim

The interior upholstery and trim must be clean and odourless with no burns, scratches, tears, dents or staining.

Carpets should not have holes. All seats and headrests originally supplied must be present.

Interior fittings such as seat belts, rear view mirrors, courtesy lights, sun visors, door bins, etc, must be present, intact and free of damage.

Door aperture, boot, boot liner and luggage area

Scratches on treads, sills and seals that reflect normal use are acceptable.

Torn or split floor coverings and damaged surrounding trim panels are not acceptable.

Accessories such as parcel shelves, load covers, boot liners, restraining straps and nets must be returned with the vehicle.

Measuring chips, dents, scratches and scuffs

The BVRLA Fair Wear & Tear Standard (continued)

Equipment and controls

In-car entertainment equipment, telephones, navigation systems and battery charging leads

All original equipment, accessories and controls must be present and operate correctly (including satellite navigation discs, Secure Digital (SD) cards and remote units, headphones, battery charging leads, Bluetooth and other integrated systems).

Damage to electric vehicle battery charging leads, plugs and sockets is not acceptable. If originally supplied, both fast and slow charging leads must be present.

All personal data such as home address, credit card details etc. should be removed from satellite navigation systems and on-board computers. A factory reset should be performed to ensure that personal data is not passed on to future vehicle owners.

If accessories or non-standard equipment have been wired-in or mounted on the dashboard, any holes or other damage must be neatly repaired when they are removed.

Aerials must be left in place or the hole must be neatly repaired.

Fuel caps and covers and fuel flaps must be present and intact if originally supplied.

Driver safety equipment

All original fitted electrical equipment, including reversing cameras, indirect vision cameras/camera mirror systems, adaptive speed controls, speed limiters and lamps, should be present and fully functioning. Any replacements fitted must be of a similar standard and specification to that originally supplied.

Glossary

ADR

Alternative Dispute Resolution. The BVRLA’s service is approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Code of Conduct

BVRLA rental and leasing members adhere to a mandatory Code of Conduct. This provides customers with the reassurance that the company they are dealing with is committed to delivering the highest industry standards of professionalism and best-practice. Full details can be found on the BVRLA website.

Chip

Removal of the surface material (glass or paintwork) in a concise area.

Dent

Deformation of the surface structure, usually caused by impact damage.

Scratch

A mark or score with raised edges in the surface material glass or paintwork.

Scuff

Light scraping of top surface not penetrating base material.

Smart Repair

Small and medium area repair technique; a cost-effective way of repairing chips, dents and scratches.

Space-saver Wheel

Space-saver wheels are designed for temporary use, to get the driver to a place of repair.

Swage Line

Folded edge on a panel of the vehicle.

Warranty

A written promise to repair or replace a component or to do a piece of work again if it is not satisfactory.

About the BVRLA

Established in 1967, the British Vehicle Rental & Leasing Association (BVRLA) is the UK trade body for companies engaged in vehicle rental, leasing and fleet management.

The BVRLA represents over 1000 companies engaged in vehicle rental, leasing and fleet management. Our membership is responsible for a combined fleet of four million cars, vans and trucks – one-in-ten of all vehicles on UK roads.

BVRLA members represent the demand-side of the automotive industry, buying around 50% of new vehicles, including over 80% of those manufactured and sold in the UK. In doing so, they support almost 500,000 jobs, add £7.6bn in tax revenues and contribute £49bn to the UK economy each year.

Together with our members, the association works with policymakers, public sector agencies, regulators, and other key stakeholders to ensure

that road transport delivers environmental, social and economic benefits to everyone.

BVRLA membership provides customers with the reassurance that the company they are dealing with adheres to the highest standards of professionalism and fairness.

The association achieves this by reinforcing industry standards and regulatory compliance via its mandatory Codes of Conduct, inspection regime, government-approved Alternative Dispute Resolution service and an extensive range of learning and development programmes.

ww w.bvrla.co.uk

Bri sh Vehicle Rental & Leasing Associa on River Lodge Badminton Cour t Amersham Buckinghamshire HP7 0DD

Licensed to GKL Leasing and Windsor Vehicle Leasing

The aim of this guide

The aim of the BVRLA Fair Wear & Tear Guide is, firstly, to provide information to drivers and fleet operators about looking after a leased vehicle so that end of lease charges can be avoided and, secondly, to provide an industry-wide, accepted standard that defines fair wear and tear on light commercial vehicles when they are returned at the end of a lease contract or finance agreement. Separate Fair Wear & Tear Guides are available for commercial vehicles over 3.5t and up to 17 seat minibuses, and passenger cars.

Fair wear and tear occurs when normal usage causes acceptable deterioration to a vehicle.

When BVRLA members review deterioration in the vehicle’s condition at the end of a contract or finance agreement, they consider the age, mileage, use of the vehicle and whether it has been looked after sufficiently.

This Fair Wear & Tear Guide is produced by the British Vehicle Rental & Leasing Association (BVRLA) with the assistance of a specialist working group drawn from BVRLA members, and independent market experts.

What does the BVRLA Fair Wear & Tear Guide contain?

What does the Fair Wear & Tear Guide contain?

It contains advice and guidance that drivers and operators can use throughout the period of the vehicle contract. For example, tips on looking after the vehicle, information drivers and fleet operators should know at the start of the lease, tips on appraising the vehicle’s condition at the end of the lease, and what to expect on the day the vehicle is returned. It also shows how to complain if things go wrong.

› General appearance and road safety

› Maintenance, servicing, repairs

› External specialist equipment like tail lifts

› Exterior body, paintwork, cab, air management and in-fill panels, bumpers and trim – these are areas that don’t have heavy wear

– see blue zone (page 17)

› Body and tipper floors, coach steps, load areas or working areas subject to heavy wear through normal operation – see yellow zone (page 21)

› Interior Cab, driver and passenger/ crew areas of vehicles – see magenta zone (page 23)

› Tyres, wheels

› Windows and glass

What does the BVRLA

contain? (continued)

Fair Wear & Tear Guide

What does the Fair Wear & Tear Guide contain? (continued)

The fleet operator or customer named on the contract should be clear at the outset of the lease or finance agreement about their obligations to ensure that the vehicle is appropriately looked after and returned in the required condition.

Preventative maintenance

Having an effective preventative maintenance system in place will ensure operator compliance and road safety. It will also help to achieve lower fleet operating costs, less downtime and a reduced likelihood of incurring end of lease charges at vehicle return.

Advice

Ask the leasing company or service provider for advice on maintaining and operating the vehicle, or information about where such advice can be sourced and provided.

Advice for customers during the term of the vehicle lease

The vehicle, its equipment and accessories must be used, maintained and looked after according to the vehicle manufacturer’s guidelines.

The leasing company or service provider should:

› At start of the contract, supply information on the return standards required by the leasing company. Following this advice will keep the vehicle in good condition and minimise any end-of-lease charges

› Provide an inventory detailing all standard and optional equipment supplied with the vehicle at start of contract.

Regular vehicle inspections and best practices in fleet management will help prevent damage through harsh treatment and embed a culture of looking after the vehicle and its equipment.

Many of these checks are legal requirements to ensure the vehicle is always safe and roadworthy.

They are also critical in ensuring that excessive wear and tear is identified early and any damage repaired promptly.

The leasing or service provider will take care of routine servicing and maintenance if the vehicle is on a maintenance-inclusive contract or a fleet-managed arrangement.

Leasing companies and service providers may provide advice and guidance to help customers look after their vehicle if asked to do so.

Advice for customers during the term of the vehicle lease (continued)

Advice for customers during the term of the vehicle lease

(continued)

Customers should:

› use, maintain and look after the vehicle in accordance with the vehicle manufacturer’s guidelines;

› adhere to the manufacturer’s recommendations regarding fuel and fuel blends, additives such as Adblue, lubricants and battery recharging because the vehicle’s warranty may be invalidated and long-term damage caused through inappropriate use of fuels, additives, lubricants and battery usage;

› report any suspected manufacturer’s faults identified on any part of the vehicle, its bodywork or trim, or its equipment to the leasing company or service provider as soon as possible to get the issue resolved;

› liaise with the leasing company or service provider if the anticipated use, operating conditions, environment or geographical location of the vehicle change during the term of the lease or contract.

› liaise with the leasing company or service provider 10-12 weeks before the contract end to ensure any private number plates are transferred from the current vehicle(s) to the new one(s).

› also organise the recalibration of any tachograph equipment.

Appraisal tips for customers before returning a lease vehicle

Appraisal tips for customers before returning a leased vehicle

› Carry out an appraisal of the vehicle 10 to 12 weeks before the vehicle is due for return. This will allow you to arrange to have any damage rectified and missing items replaced.

› Before appraising the vehicle, make sure that it has been washed and is thoroughly clean, but remember to allow time for it to dry. Water on the paintwork can mask faults.

› Choose a time and place with good light. This is how the leasing company or service provider will examine the vehicle. Appraisals carried out in poor light invariably miss some faults.

› Check the terms of your contract for information on the return standard required and consult with the leasing company or service provider if you are in any doubt.

› Walk all the way around the vehicle and examine closely each panel, including the roof, bonnet, doors and body, for significant damage. Observe where the light is reflected differently from any dents and scratches.

› Carefully examine the front and rear of the vehicle and look along each side. This will help you see scratches and dents that may otherwise be difficult to spot.

› Inspect lamps, lenses, windows and mirrors for chips, cracks and holes.

› Check the tyres for damage. Check that the wear on the tread across each tyre is even.

› Inspect wheels, wheel rims and wheel hubs for rust and corrosion.

› Clean and valet the cab, interior passenger, crew and load areas.

› Check upholstered areas for odours, tears, burns, stains and wear.

› Inspect all in-cab and external equipment controls – including audio equipment and accessories. They should be present and fully functional.

› Check the vehicle against the BVRLA Fair Wear & Tear Standard.

› Arrange to repair areas of damage and replace missing equipment and accessories before the vehicle is returned, ensuring that any work carried out is done to a professional standard by reputable repairers using OEM or OEM equivalent parts.

› Major repairs will require the approval of the leasing company or service provider before the work is carried out.

End of lease charges

What customers should expect at vehicle return

Customers can expect to be treated fairly. They must be advised what to expect when the vehicle is to be returned. Some leasing companies and service providers arrange a full vehicle inspection and condition report upon collection from the customer’s premises. Other leasing companies and service providers will collect the vehicle, make a note of its condition by recording all readily apparent damage and missing equipment and complete the final inspection later at a nominated site.

It is recommended that the customer, fleet operator or appropriately knowledgeable representative is present when the vehicle is inspected at return.

The vehicle should be returned in a safe, legal and reliable mechanical condition, capable of passing an MOT test.

The vehicle’s engine and brake management system should not be displaying any warning light, e.g. diesel particulate filter (DPF), tyre pressure system (TPS), or oil pressure. If a warning light is illuminated, the vehicle may not be driveable and the collection process abandoned, in which case a fee may be charged.

Advisory illuminated alerts are acceptable, e.g. countdowns to the vehicle’s next service.

If the BVRLA member intends to apply any charges, for example for excess mileage, damage or missing equipment, the customer must be

advised of those charges no later than four weeks after the vehicle was collected or returned.

If charges are being applied, the BVRLA member should provide a summary breakdown of the charges, including the repair method/type of repair.

Customers should also be provided with photographic/video or other documentary evidence to help justify or support the charges made.

Customers must also be advised of their right to query any end of lease charges and how this can be done.

End of lease charges (continued)

Why do we have end of lease charges?

End of lease charges are applied when the vehicle, its equipment and accessories are not used, maintained or looked after as originally agreed at the start of the lease or contract. These charges compensate the leasing company for the cost of rectifying damage and replacing missing items, such as keys, battery charging leads, tail lift wander leads, wheel jacks and cab tilt bars.

Customers can expect to incur end of lease charges if there is no evidence that the vehicle has been serviced and maintained.

Charges can still be applied at end of lease in cases where the leasing company or service provider decides for commercial reasons not to repair damage or to replace missing equipment before the vehicle is sold.

Customers are not charged at end of lease for any refurbishment that arises from normal wear and tear.

Major repairs will need prior approval from the leasing company or service provider.

What BVRLA members must do

On entering the lease agreement, BVRLA members must clearly explain:

› their end of lease vehicle return standard;

› the required condition of the vehicle at end of the lease or contract;

› the presence and condition of any vehicle keys, fitted equipment and accessories (inventory);

› how they require you to look after the vehicle (e.g. servicing and maintenance) during the term of the contract.

BVRLA Code of Conduct

BVRLA members are obliged under the BVRLA Code of Conduct to trade fairly and responsibly in all dealings with their customers.

The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and the provision of high-quality vehicles and customer service. The Code of Conduct sets out the standards that BVRLA members must comply with regarding pre- and post- contract procedures, level of customer support during the contract period, and how customer complaints should be handled.

In case of a dispute

In the event of a dispute about the condition or damage to the vehicle, customers have the right to pay for a review of the documents and photographic evidence by an independent qualified engineer, e.g. an engineer who is unrelated to the original inspection and agreed by both parties.

The engineer’s decision will be binding on both the customer and the BVRLA member.

If the engineer finds in the customer’s favour, the BVRLA member will refund the reasonable cost of the examination.

BVRLA dispute resolution process

An ADR service is an impartial body that considers complaints about a variety of issues relating to organisations and businesses. Its role is to reach an outcome for both parties which is fair and reasonable as an alternative to going to court.

The BVRLA is approved by government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The BVRLA is able to raise a case to help resolve your dispute, if your complaint relates to a BVRLA member and you have fully exhausted the member’s own internal complaints procedure and received their final written decision. You need to contact us within 12 months of the member’s final response to your complaint.

BVRLA Code of Conduct (continued)

We can’t look at complaints which are:

› deemed to be frivolous or vexatious

› already at the stage where court proceedings have commenced or the matter has been raised with another ADR service

› relating to a compensation payment in relation to alleged financial losses, or inconvenience caused

How is the case handled?

Once we’ve received your case in writing via our website, we will:

› Review your complaint and get a response from the other party.

› Find out the facts, review the evidence provided by both parties and weigh everything up.

› Make a decision based on our Code Of Conduct.

› Tell you and the member what we think in writing, by email.

If we find in your favour, we will tell the member to put things right by refunding in full any unjustified charges incorrectly raised. BVRLA members must comply with the rulings of the ADR service.

There may be times where there just isn’t enough evidence for us to be able to make a fair decision or when we feel the resolution already offered by the member is fair and reasonable in the circumstances.

You don’t have to agree with what we say – at any point, you can let us know that you no longer want our help.

We aim to resolve complaints within 30 working days. For more complex cases it may take longer, however we will endeavour to keep you updated.

To raise a complaint and get further information on the service visit our website.

The BVRLA Fair Wear & Tear Standard

General appearance and road safety

Vehicles should be legally compliant, roadworthy and free of any damage.

There should be sufficient fuel (or charge in the battery, if an electric vehicle) to bring about the vehicle collection or return.

The vehicle’s exterior should be sufficiently clean to allow a detailed inspection. The interior should be clean. The vehicle, including bodywork and any fittings should be free of damage subject to the fair wear and tear tolerances explained on pages 17 to 23.

Maintenance, servicing and repairs

› The vehicle and its auxiliary equipment should have been maintained in line with the manufacturer’s guidelines.

› The vehicle and fitted equipment should be returned in a safe, legal and reliable mechanical condition and capable of passing the relevant statutory test (MOT, LOLER etc.)

› The vehicle should have been maintained in line with the manufacturer’s recommendations regarding fuel and fuel blends,

additives such as Adblue, lubricants and battery recharging (if an electric or hybrid vehicle), because the vehicle’s warranty may be invalidated, and long-term damage caused, through inappropriate use of fuels, additives, lubricants and battery usage.

› The period remaining on the vehicle’s relevant test certificate, as well as that of any fitted equipment, at end of lease may be stipulated in the lease or service contract. If the service and maintenance records are

kept electronically, the customer must produce evidence that the vehicle has been serviced and maintained according to the vehicle manufacturer’s service and maintenance schedule.

› Appropriate evidence would include hard copies of the service record or invoice clearly showing the date, vehicle mileage reading and the repairer/service agent’s stamp. Customers should remove any sensitive personal information from such documents.

The BVRLA Fair Wear & Tear Standard (continued)

Documentation

All vehicle and auxiliary equipment documentation that is legislated including the vehicle’s registration documents, MOT certificates, service records, inspection reports, lifting and tachograph calibration certificates must be valid and available. The period remaining on the test certificate or auxiliary equipment test certificate at vehicle return may be stipulated in the lease or contract

Engine, transmission and driveline

The vehicle driveline should be free from defects.

Keys

A full set of keys, including the spares and locking wheel-nut keys, should be returned if originally supplied.

Batteries

Batteries must be suitable for the vehicle and its safe, efficient operation. They must be capable of starting the engine from cold without an external charge. Any battery charging leads should be returned if originally supplied.

ADAS, in-cab cameras etc.

All original equipment, controls, auxiliary equipment and any non-standard equipment in the cab area, must be present and fully functional.

The vehicle’s ADAS (automated driver assistance systems) must have been recalibrated according to the vehicle manufacturer’s recommendations if any component part, e.g. glass or windscreen(s) has been replaced.

Zones

Light commercial vehicles (LCVs) are working vehicles and their condition at end of lease or contract must allow for wear and tear, appropriate to their operation and use.

The BVRLA Fair Wear & Tear Standard describes the condition of the vehicle in colour-coded zones, or areas, as detailed in the following pages.

Blue Zone:

Exterior paintwork, cab, air management and in-fill panels, body, bumpers and trim - areas not subject to heavy wear nor in contact with the payload.

Yellow Zone:

Steps, areas close to the road surface (e.g. wheel arches) or in the contact with the payload (e.g. body floors, tipper load areas), rear- and sideguards, tail boards, kick panels, dropsides, driver and passenger access steps – areas subject to heavy wear.

Magenta Zone:

Interior cab, crew and passenger areas.

Small panel vans and car-derived vans (CDVs)

The rear step will be in the Blue Zone unless it forms part of the loading area (Yellow Zone)

(continued)

Zones

Manufacturer-built pick-up

Coach-built (body separate from cab), drop-sides, tippers, flat-beds and beaver tails

Specialist bodywork and conversions

CDVs and panel vans

The rear step will be in the Blue Zone unless it forms part of the loading area (Yellow Zone)

Luton with tail lift

Note: both the upper and lower surfaces of the tail lift platform are yellow zone.

There are many body types with specialist working applications. It is recommended that the leasing company/service provider agrees with the customer at the outset of the lease or contract those areas which are to be designated a blue zone (not a working surface) and a yellow zone (a working surface).

BLUE Zone Exterior Body

Applies to exterior paintwork – cab, rigid body panels, air management and in-fill panels, painted bumpers, body mouldings and mirrors. There should be no rust, corrosion or discolouration on any painted area. There should be no cracks or deviation from the original shape or position of any panel or component.

Repairs

Repaired chips, scratches and dents outside the fair wear and tear tolerance are acceptable provided the work is completed to a professional standard by repairers who can provide full warranty on their work.

Obvious evidence of poor repair such as flaking paint, preparation marks, paint contamination, rippled finish and ill-matched paint is not acceptable.

Measuring

chips,dents, scratches and scuﬀs

Chips

Replace missing equipment

Customers should refer to the inventory of additional equipment and tools supplied with the vehicle by the leasing company at start of contract.

50mm scuﬀ

Chips of 8mm and less in diameter are acceptable provided the base metal or material is not exposed or rusted.

Maximum of four chips on any panel, six chips per door edge, and eight chips on any forward-facing panel.

Dents

Dents of 15mm or less in diameter are acceptable provided the base metal or material is not exposed or rusted.

Blue Zone (continued)

Exterior Body (continued)

Scratches

Scratches and abrasions of 50mm or less are acceptable provided the base metal or material is not exposed or rusted.

Unpainted mouldings, wheel trims

Scuffs and scratches of 50mm or less are acceptable provided the moulding or trim is not broken, cracked or deformed.

Badges, emblems, logos, wraps and advertising livery

Badges, emblems, labels, logos, wraps and advertising livery applied to the bodywork or glass with or without permission of the leasing company should be removed and the surface made good before returning the vehicle.

Removing badges, emblems, labels, logos, wraps and livery must be done professionally and with the written agreement of the leasing company.

Damage caused by fitting or removing badges, emblems, labels, logos, wraps and livery, is not acceptable.

Light shadowing due to paint fade is acceptable.

Badges or emblems originally supplied on the vehicle, should be on the vehicle when returned.

Curtains and pelmets

Curtains and pelmets should be free of un-repaired holes and other damage.

› Curtains must run freely and be of tidy appearance.

› Curtain tracks must be undamaged and rust-free.

› Damaged pelmets should be repaired or replaced.

› Repairs to curtains should be to a professional standard and cosmetically tidy.

› Curtains must be replaced when the number and siting of any patched repairs interfere with their smooth running and operation. A curtain with a repaired split of 2m or more is not acceptable

Note: Load-bearing curtains, for example, standard EN12642XL, if originally supplied cannot be repaired and must be replaced.

Blue Zone (continued)

BLUE Zone

Exterior Body (continued)

Straps and tensioners

All straps and tensioners should be present and operate correctly.

Load-retaining brackets and straps if originally supplied should be complete and fully functioning.

Box bodies and temperaturecontrolled bodies

All temperature-controlled bodies must operate satisfactorily and have current statutory certificates in place.

The interior of box bodies and temperature-controlled vehicles should be clean and free of any load or residue contamination.

There should be no damage to the roof or side panels through insulating water contamination. The refrigerator motor should operate correctly, as should any temperature control or monitoring device.

Roof and side panels must not be distorted or deformed.

Evidence of wear through absence of paint within the tolerance levels on pages 17 and 18 is acceptable.

Chips, scratches and dents within the tolerance levels on pages 17 and 18 are acceptable.

Any load-restraining devices, brackets and straps should be present, free of damage and fully functioning.

The vehicle’s exterior bodywork and any fittings should be free of damage subject to the fair wear and tear tolerances explained on pages 17 and 18. i.e. the blue zone tolerances.

Specialised bodywork

All specialised bodywork on vehicles must operate satisfactorily and have current statutory testing and inspection certificates in place.

Wings

Wings must be complete and free of holes.

Spray suppression flaps should comply with legal requirements.

Fuel and Adblue tanks

Fuel and Adblue tanks should be uncontaminated, securely attached to the vehicle and free of leaks and damage.

BLUE Zone

Exterior Body (continued)

Oil and coolant

Components should be free of oil, fuel or coolant leaks. Any seepage around seals or gaskets that leaves a surface residue is not considered to be a leak and is acceptable.

Electrical equipment

All fitted electrical equipment, including tachographs, reversing cameras, adaptive speed controls, speed limiters and lamps (both obligatory and discretionary), should be present and fully functional. Any replacements must be of similar standard and specification to that originally supplied.

Vehicle undercarriage

Any impact damage to the vehicle’s undercarriage is not acceptable.

Catalytic converters and other vehicle emission traps must be intact and fully functioning.

Fitted

equipment and tools

Additional equipment, components and panels should be present and fully functional.

Tools such as jacks and cab tilt bars must be present if originally supplied. Any replacements must be fitted with the permission of the leasing company or service provider and be of a similar standard and specification.

For a list of fitted equipment and tools, customers should refer to the inventory of additional equipment and tools supplied with the vehicle by the leasing company or service provider at start of contract.

Yellow Zone

YELLOW Zone

Exterior Body – working surfaces

Body and tipper floors, driver and passenger steps, load areas or working areas subject to heavy wear through normal operation.

Surface rust is acceptable on these areas of heavy wear, but the corrosion must not compromise the integrity of any panel or component.

Chips and scratches within the tolerance levels on pages 17 and 18 are acceptable.

Damage caused to interior door linings, bulkheads and interior wheel arches through neglecting to secure a load is not acceptable.

There must be no distortion to any panel or deformation to the original shape of the component.

Drop-sides, tippers and platform bodies

Any significant distortion to bodies due to collision or load impact is not acceptable. Any damage that prevents the correct operation and security of the drop-sides or tail-board is unacceptable.

Drop-sided vehicles, tippers and platform-bodied vehicles must be free of holes and gaps from where the load could escape.

Load contamination

Vehicle bodies should be free of load residue contamination.

Bodies used for the carriage of corrosive and other potentially harmful materials must have been subject to increased maintenance procedures.

Damage and contamination caused to the load area must be made good.

Yellow Zone (continued)

YELLOW Zone

Exterior Body – working surfaces (continued)

Shutters and doors

Scratches to the paintwork on shutters and doors are acceptable when caused through normal usage.

Shutters and doors should be secure, free from structural damage, holes, gouges, and cracks.

Cranes, tail-lifts and other fitted equipment

Cranes, tail lifts and other auxiliary equipment must be in a working condition and have current, valid statutory certificates available.

There must be no distortion to the equipment or deformation to the original shape of the component.

Surface rust is acceptable, but the corrosion must not compromise the integrity of any component.

Absence of paint through wear is acceptable but the base material should not be visible.

Roof racks

Roof racks and ladders may only be fitted with the approval of the leasing company.

They must be fit for purpose and meet the vehicle manufacturer’s recommended design and load specification.

They must be fitted correctly, with anti-rust mounting clamps and pads.

Any holes drilled for fitting purposes must be treated against water penetration and rust.

There must be no distortion to the roof, panels or gutter rail.

Tow bars

Tow bars must only be fitted with approval from the leasing company.

If fitted, a tow bar must be in good, rust-free condition, with electrical connections that work properly.

High security locks

If fitted, high-security locks must be functional, and the keys present.

Magenta Zone

Cab interior, driver and passenger/crew areas of vehicles

Upholstery, seats, seat belts, fascia, headlining, arm-rests, interior trim and other fittings

The upholstery, seats and interior fittings must be clean and odourless with no burns, scratches, holes or gouges, rips, tears staining, or evidence of smoking. Replacements must match the original specification. Customers should refer to the inventory of additional equipment and tools supplied with the vehicle by the leasing company at start of contract.

Floor coverings

Floor coverings and surrounding trims should not be torn or spilt. Carpets should not have holes. Foot wells should not have holes that penetrate the base metal or material, such as rubber flooring.Repaired floor coverings and trim are acceptable provided they have been carried out to a professional standard by reputable repairers using OEM or OEM equivalent parts.

Interior – driver and passenger areas

Interior fixtures and fittings such as seat belts, rear view mirrors, courtesy lights, sun visors, door bins, etc, must be present, intact and free of damage.

In-cab equipment and controls

All original equipment, accessories and controls must be present and fully operational. Any items or equipment fitted or wired-in or mounted on the dashboard should be removed professionally before returning the vehicle and the surface made good. Any holes and other damage must be repaired unless otherwise agreed in writing with the leasing company.

Accessories

All accessories, including items such as first aid kits and fire extinguishers, must be returned intact or replaced with items of a similar standard and specification.

Tyres

Tyres

and wheels

Tyres

Tyres and spares must be legal in all respects and be of the correct type, size and load bearing capacity to comply with the vehicle manufacturer’s recommendations.

The minimum tread depth required will be specified in the lease or contract and this depth must be present across the full width of the tread and around the entire circumference.

There must be no damage to sidewalls or tread.

Wheels and wheel covers

Dents on wheel rims and wheel trims are not acceptable.

Scuffs up to 50mm on the total circumference of the wheel rim and on alloy wheels are acceptable.

Any damage to the wheel spokes, wheel fascia, or hub of the alloy wheel is not acceptable. There should be no rust or corrosion on the alloy wheels.

The spare wheel, including ‘spacesaver’ jack and other tools, must be intact, stowed properly and in good working order.

The emergency tyre inflation kit, if supplied when new, should be in full working order, serviceable and ready for use.

A canister that has been partially or fully discharged should be replaced.

Windscreens and glass

Windscreens/Windows

All glass areas must be secure, watertight and fully operational.

(See diagram on page 26)

In all areas, light scratching is acceptable provided it does not interfere with the driver’s line of sight and the heating elements and the ADAS (automated driver assistance systems) still work properly.

Repaired chips are acceptable provided they are repaired to a professional standard and the work is warrantied.

Windscreen wipers must be present, secure and in good condition so that they can clear the windscreen and give the driver a clear view of the road ahead.

The washer reservoir must have sufficient liquid to clear the windscreen when working in conjunction with the windscreen wiper blades.

Mirrors and housing units

Missing, faded, cracked or damaged mirrors are not acceptable.

The housing unit should not be damaged or cracked. All mirrors must be in a working condition.

If adjustable and/or heated door mirrors, they must work correctly.

Windscreens and glass (continued)

Lamps and lenses

All lamps, reflectors and beacon lights must be as originally fitted, secure and fully operational.

Holes, gouges or cracks in the glass or plastic covers of the lamp units are not acceptable. Minor scuff marks or scratches of 25mm or less are acceptable.

Any after-market fitted lamp, reflector, light or beacon should be removed and the surface made good.

Any holes and other damage must be repaired unless otherwise agreed in writing with the leasing company.

After-market fitted lamps, reflectors, lights or beacons can remain in situ providing the leasing company has agreed this in writing before the vehicle is returned.

Where fitted, the vehicle’s ADAS (automated driver assistance systems) must have been recalibrated following the replacement of a lamp or lamp unit.

The Driver’s Line of Vision

Damage in excess of 10mm in the driver’s line of vision (a vertical strip 290mm wide centred on the steering wheel) or in excess of 40mm elsewhere in the area swept by the vehicle’s wiper blades is NOT ACCEPTABLE.

Glossary

Abrasion

Multiple marks or scores penetrating the base material, sometimes caused by impact with tree branches

ADR

Alternative Dispute Resolution. The BVRLA’s service is approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. It accepts complaints from consumers and businesses.

Adblue

Brand name for the non-toxic solution which helps reduce nitrous oxide emissions produced by diesel engines

Code of Conduct

BVRLA rental and leasing members adhere to a mandatory Code of Conduct. This provides customers with the reassurance that the company they are dealing with is committed to delivering the highest industry standards of professionalism and best- practice. Full details can be found on the BVRLA website.

Chip

Removal of the surface material (glass or paintwork) in a concise area.

Dent

Deformation of the surface structure, usually caused by impact damage.

OEM

Original Equipment Manufacturer.

Scratch

A mark or score with raised edges in the surface material glass or paintwork.

Scuff

Light scraping of top surface not penetrating base material.

Warranty

A written promise to repair or replace a component or to do a piece of work again if it is not satisfactory.

About the BVRLA

Established in 1967, the British Vehicle Rental & Leasing Association (BVRLA) is the UK trade body for companies engaged in vehicle rental, leasing and fleet management.

The BVRLA represents over 970 companies engaged in vehicle rental, leasing and fleet management. Our membership is responsible for a combined fleet of four million cars, vans and trucks – one-in-ten of all vehicles on UK roads.

Together with our members, the association works with policymakers, public sector agencies, regulators, and other key stakeholders to ensure that road transport delivers environmental, social and economic

benefits to everyone. BVRLA members are leading the charge to decarbonise road transport and are set to register 400,000 new battery electric cars and vans per year by 2025.

BVRLA membership provides customers with the reassurance that the company they are dealing with adheres to the highest standards of professionalism and fairness.

Bri sh Vehicle Rental & Leasing Associa on

River Lodge Badminton Cour t Amersham Buckinghamshire HP7 0DD

Tel 01494 434747 Email info@bvrla.co.uk

ww w.bvrla.co.uk