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The Industry Fair Wear & Tear Standard

for drivers and operators of contract-hired, leased and financed light commercial vehicles and minibuses up to 17 seats

Licensed to Intelligent Van Leasing


The Industry Fair Wear & Tear Standard for LCVs

Contents The aim of this guide

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Customers: advice and information 4 End-of-contract charges explained

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The BVRLA Fair Wear & Tear Standard

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ZONES 7 BLUE ZONE: non-working surfaces 8 YELLOW ZONE: working surfaces 9 MAGENTA ZONE: interior cab and passenger areas 10 ZONES and body types 11

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Return guidelines 14 Box, curtain and drop-side bodies, shutters and tail boards, maintenance, servicing, documentation and keys

Windows, glass, door mirrors and lamps 18 Tyres and wheels 19 Mechanical condition 20 Vehicle underside 21 External specialist equipment 21 Customers: vehicle appraisal tips 22 Customers: remember 23 Examples of acceptable wear

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ABOUT THE BVRLA

The British Vehicle Rental & Leasing Association (BVRLA) is the trade body for companies engaged in the leasing, rental and fleet management of cars and commercial vehicles for both corporate and consumer users. BVRLA membership assures customers that they should expect the highest levels of professionalism and integrity when renting or leasing vehicles from BVRLA members. The BVRLA promotes ethical trading, clear pricing, transparent terms and conditions and high-quality vehicles and customer service standards through the auditing of its members. The BVRLA operates a conciliation service for its members and their customers to help resolve disputes.

Glossary 27

For more information about the BVRLA, please go to www.bvrla.co.uk

Dispute handling & conciliation process

COPYRIGHT : BVRLA 2018

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Licensed by the BVRLA for use by Intelligent Van Leasing from 1 July 2018 until 30 June 2019

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The Industry Fair Wear & Tear Standard for LCVs

The aim of this guide This fair wear and tear guide for the contract hire and leasing industry is produced by the British Vehicle Rental & Leasing Association with the assistance of a specialist working group drawn from BVRLA members and independent market experts.

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The aim of the BVRLA Fair Wear & Tear Guide is to provide an industry-wide, accepted standard that defines fair wear and tear on light commercial vehicles and minibuses with up to 17 seats when they are returned to a BVRLA member at the end of a rental contract or finance agreement.

Fair wear and tear occurs when conventional operation causes acceptable deterioration to a vehicle. When BVRLA members review this type of deterioration in the vehicle’s condition at the end of a contract or finance agreement, they take into account the age, mileage and use of the vehicle.

This guide is for drivers and fleet operators of light commercial vehicles and minibuses up to 17 seats.

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 impact, inappropriate stowing of items, harsh treatment, negligent acts or omissions.

The Fair Wear & Tear Standard This guide defines the industry standard at return for every aspect of the vehicle’s condition.

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The Industry Fair Wear & Tear Standard for LCVs

Customers: advice and information The vehicle, its equipment and accessories must be used, maintained and looked after according to the vehicle manufacturers’ guidelines.

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Regular maintenance and the best practices in fleet management will help prevent damage through harsh usage. A robust maintenance routine will include regular vehicle inspections, adherence to the manufacturers’ recommended service intervals, daily checks and scheduled repairs. Many of these are legal requirements to ensure the vehicle is safe and roadworthy. They are also critical in making sure that excessive wear and tear is avoided and all damage is dealt with promptly.

A good maintenance system will promote compliance and road safety. Additionally, it will achieve lower operating costs and reduce the likelihood of incurring refurbishment charges on the vehicle’s return. You will be given information at the start of the contract to help you satisfy the return standards required by the leasing company.

Private numberplates You should liaise with your leasing company 10 to 12 weeks before the end of lease to ensure that any private numberplates are transferred from your current vehicle(s) to your new one(s).

Tachographs You should also organise the re-calibration of any tachograph equipment as appropriate.

Recommended best practice is for the leasing company to provide you with an inventory detailing all standard and optional equipment supplied with the vehicle at the start of the lease. Following the advice provided will keep the vehicle in good condition and minimise any de-hire charges at end of lease. You should always liaise with the vehicle leasing company if the anticipated use, operating conditions or geographical location of the vehicle change during the term of the contract or lease. If you discover what you believe to be a manufacturer’s fault on any part of the vehicle, its bodywork or trim, you should alert the leasing company/service provider/ dealership during the period of the contract to get the issue resolved.

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The Industry Fair Wear & Tear Standard for LCVs

End-of-contract charges explained End-of-contract charges are incurred when the vehicle, its equipment or accessories are not used, maintained or looked after as originally agreed at the start of the contract. These charges compensate the leasing company for the cost of rectifying damage or replacing missing items, such as keys, service history, tail lift wander leads, and wheel jacks.

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They can still be applied at end of contract in cases where the leasing company decides for commercial reasons not to repair damage, replace missing equipment, etc, before the vehicle is sold. Customers are not charged at end of contract 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 a lease or rental agreement with you, BVRLA members must explain their end-of-contract vehicle return standard, the condition of the vehicle, the presence and condition of vehicle keys, accessories and equipment, and how they require customers and drivers to look after the vehicle during the lease (eg servicing and maintenance).

What customers should expect at vehicle return

Customers must be advised what to expect at end of contract. If the vehicle is collected from your premises, some leasing companies will arrange a full vehicle inspection and condition report. Other leasing companies will collect the vehicle and complete the full inspection later at their nominated site. It is recommended that customers are present when the vehicle is inspected.

continued on page 6

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The Industry Fair Wear & Tear Standard for LCVs

End-of-contract charges (continued) At vehicle return, representatives from the customer and from the leasing company must check and agree on the vehicle’s condition. All readily apparent damage to the vehicle will be noted on the vehicle collection sheet and both parties should sign the documentation (or hand-held device).

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If, for whatever reason, a vehicle condition inspection is not possible, then this should be agreed in writing with a clear explanation of the reason for non-inspection. If the collection goes ahead, BVRLA members must advise the customer that the vehicle will undergo an inspection later in line with the agreed fair wear and tear policy/ return conditions. Customers will be asked to sign the condition report to that effect.

If the vehicle is not sufficiently clean to allow a detailed inspection, the return process may need to be abandoned and a charge may be applied. Customers will be asked to agree to abandon the inspection and sign the condition report to that effect. If the BVRLA member intends to charge customers for damage or missing items, customers must be advised of those charges no later than four weeks after the vehicle was returned. The BVRLA member must provide the customer with a summary breakdown of the charges, an explanation of how the charges have been calculated, and photographic/video or other documentary evidence supporting why the charges have been made.

In case of a dispute

In the event of a dispute about the condition of or damage to the vehicle, customers have the right to pay for an examination or review of the 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 against the BVRLA member, the customer will be refunded the reasonable cost of the examination.

Customers must also be advised how they can query damage charges.

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The BVRLA Fair Wear & Tear Standard

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ZONES Light commercial vehicles and minibuses are working vehicles and their condition at end of lease or contract must allow for wear and tear appropriate to their usage. For ease of reference, the condition of the vehicle is considered under the headings of BLUE, YELLOW and MAGENTA zones, detailed on the following pages.

ACKNOWLEDGEMENT: The BVRLA wishes to thank Manheim for donating the concept of working/non-working vehicle zones, which are an integral part of the BVRLA Fair Wear & Tear Standard.

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The Industry Fair Wear & Tear Standard for LCVs

BLUE ZONE: non-working surfaces Exterior paintwork, cab, air management and in-fill panels, body, bumpers and trim are all in the blue zone. Areas designated in the blue zone do not contain any working surfaces. There should be no rust, corrosion or discolouration on any painted areas in the blue zone, including painted bumpers, body moulding and mirrors.

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There should be no cracks or deviation from the original shape or position of any panel or component in the blue zone. 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 and poorly matched paint, is not acceptable.

Chips

Chips of 8mm and less in diameter are acceptable. Maximum of four chips on any panel, six chips per door edge and eight chips on any forward-facing panel.

Dents

Dents on the roof are not acceptable. Dents on the swage line of any panel are not acceptable. Dents of 15mm and less in diameter are acceptable. Maximum of two dents on any panel.

Scratches

Scratches and abrasions up to 25mm are acceptable, provided the primer or bare metal is not showing. Maximum of four scratches on any panel.

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Badges and labels

Badges, emblems, labels, logos and advertising livery applied to the bodywork or glass of the vehicle without the permission of the leasing company should be removed 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. Any damage caused by the fitting or removing of badges, emblems, labels, logos, wraps and livery, is not acceptable.

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The Industry Fair Wear & Tear Standard for LCVs

YELLOW ZONE: working surfaces Any surface that is subject to heavier wear and tear through conventional operation and use is designated a yellow (working) zone. Yellow zone surfaces include:

❱ those that come into contact with the payload, eg body floors, tipper load areas;

❱ rear and side-guards;

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❱ tail boards, kick panels, drop-sides;

Evidence of wear through absence of paint is acceptable. Chips and scratches within the tolerance levels are acceptable. Rust is acceptable but the corrosion must not compromise the integrity of any panel or component.

❱ areas used by drivers to step into

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

❱ are close to the road surface,

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

the cab, eg to connect leads, clean windows, etc;

prone to chipping, eg rear wheel arches.

Wear and tear to ply-lining, where fitted, is acceptable but there must be no distortion to any metal panel or deformation from the original shape of any component. Licensed by the BVRLA for use by Intelligent Van Leasing from 1 July 2018 until 30 June 2019

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The Industry Fair Wear & Tear Standard for LCVs

MAGENTA ZONE: interior cab and passenger areas

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Includes driver and crew areas

In-cab equipment and controls

All interior upholstery, seats, fascia/dashboard, headlinings and trim must be clean and odourless, with no burns, scratches, rips, tears or staining.

All original equipment, accessories and controls (including but not limited to satellite navigation CDs, tracking equipment and tachographs) must be present and operate correctly.

Floor coverings and surrounding trims should not be torn or split. Carpets and foot wells should not have holes. Interior fittings such as seat belts, rear view mirrors, courtesy lights, sun visors, door bins, etc, must be present, intact and free of damage. 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.

Any items or equipment fitted, wired-in or mounted on the dashboard without the permission of the leasing company should be removed professionally before returning the vehicle unless otherwise agreed in writing. Holes and any damage caused by the removal of these items are not acceptable.

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The Industry Fair Wear & Tear Standard for LCVs

ZONES and body types These images are intended to represent all configurations of light commercial vehicles. As ‘working vehicles’ the condition expected of LCVs and minibuses at end of lease or contract must allow for wear and tear appropriate to their use. Working surfaces are identified in yellow, non-working surfaces in blue.

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MINIBUSES 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 on page 12

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The Industry Fair Wear & Tear Standard for LCVs

Zones and body types (continued)

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MANUFACTURER-BUILT PICK-UPS NEXT PAGE

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

continued on page 13

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The Industry Fair Wear & Tear Standard for LCVs

Zones and body types (continued) LUTON WITH TAIL LIFT

COACH-BUILT

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

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note: both the upper and lower surfaces of the tail lift platform are yellow zone. Licensed by the BVRLA for use by Intelligent Van Leasing from 1 July 2018 until 30 June 2019


The Industry Fair Wear & Tear Standard for LCVs

Return guidelines Specific conditions will be stipulated within individual agreements and those conditions must be met.

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However, as a general guide and as an industry standard, most agreements will state that returning vehicles should be legally compliant, roadworthy, with no warning lights illuminated, and free of any damage or deterioration, with the exception of fair wear and tear. There should be sufficient fuel (or residual charge in the battery if an electric vehicle) for the vehicle to be driven to the vehicle return or collection location.

Box bodies and temperature-controlled bodies

Box bodies and temperaturecontrolled vehicles should be clean, with no water leaks into the interior. They should be free of distortion and cracking and be securely mounted to the vehicle’s chassis. Exterior and interior panels and floors should be free of damage. Any load-restraining devices, brackets or straps should be present and fully functional. Water contamination of insulation is unacceptable. Any evidence of swelling or de-lamination of panels is unacceptable.

Curtain-side bodies

Curtains should be free of any unrepaired holes or other damage, run freely and be of tidy appearance. All straps and tensioners should be present and operate correctly. Any load-retaining straps originally supplied should be returned in good condition. Repairs should be to a professional standard and be cosmetically tidy. A large number of repairs or a single split in excess of 2m would usually justify replacement of the curtain.

Fridge engines should operate correctly, as should any temperature control or monitoring device.

continued on page 15

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The Industry Fair Wear & Tear Standard for LCVs

Return guidelines (continued) Drop-sided bodies, tippers and platform bodies Any significant distortion to bodies due to collision or load impact is unacceptable.

Any damage that prevents the correct operation and security of the drop-sides or tail board is unacceptable.

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

Rear shutters and tail boards Scratches to the paintwork on shutters are acceptable when caused through normal usage. Cracks and other damage are not acceptable.

Sign writing and livery

If required by the contract, all sign writing and livery should be removed from bodywork and the surface made good. Some shadowing due to paint fade is acceptable.

Distorted tail lift platforms and uprights are not acceptable.

Transfers on curtains should be removed, if required by the contract.

Paint deterioration on tail lift platforms and minor dents in tail boards are acceptable subject to the fair wear and tear tolerances explained on pages 8, 9 and 10.

Painted or otherwise impregnated livery on curtains may be painted over with the agreement of the leasing company.

Load contamination

All vehicle bodies should be free of any load residue contamination. Bodies used for the carriage of corrosive or other potentially harmful materials, such as tankers or gritters, should be subjected to increased maintenance procedures where appropriate and be cleaned regularly to avoid contamination causing excessive damage.

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Specialised bodywork

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

continued on page 16

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The Industry Fair Wear & Tear Standard for LCVs

Return guidelines (continued) Oil and coolants

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.

Fuel and Adblue tanks

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

Wings

Wings must be complete and free of holes. Spray suppression flaps should comply with legal requirements.

Batteries

Additional equipment and tools

Electrical equipment

Any replacements must be fitted with the permission of the vehicle’s owner or the lessor and be of a similar standard and specification.

Batteries must be suitable for the vehicle and capable of starting the engine from cold without an external charge.

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 fitted must be of similar standard and specification to that originally supplied.

Additional equipment, components and panels should be present and fully functional. Tools such as jacks, battery charging cables, etc, must be present if originally supplied.

General appearance

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 however caused, subject to the fair wear and tear tolerances as explained on pages 8, 9 and 10. Any repairs should have been carried out to a professional standard by a reputable repairer who can provide a full transferable warranty on their work. continued on page 17

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The Industry Fair Wear & Tear Standard for LCVs

Return guidelines (continued) Maintenance, servicing and repairs

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The vehicle and its equipment must be maintained and serviced according to the manufacturers’ servicing/ maintenance schedule. The service book must be present at return if originally supplied and date-stamped by the authorised agent as evidence that the service or repair has taken place. All necessary maintenance and repair must be carried out by an authorised agent and customers must cooperate with the leasing company in surrendering the vehicle for servicing and repairs. If the customer is responsible for vehicle repairs and maintenance, a full record must be kept and made available when the

vehicle is returned. If the service record is kept electronically, customers must ensure the authorised repairer has re-set the service interval display in the vehicle’s on-board service history management system. All outstanding rectification notices notified by the manufacturer as part of a recall action must be actioned. Customers may be required to take regular readings from the vehicle’s odometer and report its mileage to the leasing/rental company. Unauthorised odometer adjustments are not acceptable.

Documentation

All vehicle documentation, including the vehicle’s registration documents (if appropriate), service and maintenance records, MOT receipt certificates, certificates for lifting equipment, eg LOLER, and any other documents relating to the vehicle’s equipment, must be intact and available.

Vehicle keys

A full set of keys, including master key(s), should be returned as originally supplied.

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The Industry Fair Wear & Tear Standard for LCVs

Windows, glass, door mirrors and lamps Windscreens

Windows

Light scratching is acceptable provided it does not interfere with driver’s line of sight.

Door mirrors

Windscreens must be secure and watertight.

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Heating elements and other equipment, such as electronic driver assistance cameras, must be in full working order. Chips, cracks and holes are not acceptable.

Windows should be free of cracks. They must operate freely through their full travel.

Missing, cracked or damaged door mirrors are not acceptable. Mirrors that are adjustable and/or heated must operate correctly.

Lamps and lenses

All lamps, reflectors and beacon lights must be as originally fitted, secure and operating correctly. Holes or cracks in the glass or plastic covers of lamp units are not acceptable. Any lamp, reflector, light or beacon fitted without the permission of the leasing company should be removed professionally before the vehicle is returned. Holes and other damage must be neatly repaired unless otherwise agreed with the leasing/ rental company in writing.

Repaired chips within the driver’s line of sight are not acceptable. Repaired chips outside the driver’s line of sight are acceptable provided they are repaired to a professional standard and the work is warrantied.

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The Industry Fair Wear & Tear Standard for LCVs

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 recommendation of tyre type, load index, size and speed rating for the vehicle.

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There must be no damage to sidewalls or tread.

Wheels and wheel trims

Corrosion, dents and holes on steel wheel rims, wheel trims and alloy wheels are not acceptable. Scuffs totalling up to 50mm on the total circumference of a steel wheel trim or alloy wheel are acceptable. Any damage to steel wheel spokes, or to the hub of an alloy wheel, is not acceptable. Any spare wheel (including ‘spacesaver’ wheel), jack and/or other tools supplied with the vehicle must be intact, stowed properly and in good working order.

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The Industry Fair Wear & Tear Standard for LCVs

Mechanical condition The vehicle should be returned in a safe, legal and reliable mechanical condition, capable of passing the relevant statutory annual test. The period of test certificate remaining at vehicle return may be stipulated in the contract. The vehicle’s engine management system should not be displaying any warning light, eg diesel particulate filter, AdBlue or oil pressure.

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If a warning light is illuminated, the vehicle may not be driveable and the collection process may have to be abandoned, in which case a fee can be charged. Advisory illuminated alerts are acceptable, eg countdowns to the vehicle’s next service.

Speed-limiting devices may be fitted with the written permission of the leasing company, which may require that they be removed or disabled before the vehicle is returned. The work must be carried out to a professional standard by technicians who can provide a full transferable warranty.

Engine, transmission and driveline

The clutch, gearbox, prop shaft and rear axle, etc, should be in good running order and free from any significant operational defects. The vehicle should be maintained in line with the manufacturer’s guidelines. Repairs should be carried out to a professional standard by reputable repairers who can provide a full transferable warranty for their work.

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The Industry Fair Wear & Tear Standard for LCVs

Vehicle underside

External specialist equipment

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

Cranes, tail lifts and other vehicle-mounted lifting equipment All cranes, tail lifts and other vehiclemounted lifting equipment must operate satisfactorily and have current, valid, statutory certificates present at return.

Roller shutters

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Scratches to the paintwork on roller shutters are acceptable when caused as a result of normal usage. Damage caused by impact or movement of the load is not acceptable.

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.

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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.

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

Tow bars

Type-approved tow bars may only be fitted with the prior written approval of the leasing company. If fitted, a tow bar must be in good, rust-free condition with fully working electrical connections. Licensed by the BVRLA for use by Intelligent Van Leasing from 1 July 2018 until 30 June 2019

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The Industry Fair Wear & Tear Standard for LCVs

Customers: vehicle appraisal tips Please use this summary to appraise your vehicle against the BVRLA fair wear and tear standard prior to its return to the BVRLA member.

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❱ 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.

To minimise end-of-contract charges, you can arrange to repair unacceptable areas of damage before the vehicle is returned – though always check the terms of your contract or contact the leasing company for advice. Always point out any unrepaired wear or damage when the vehicle is collected to avoid problems later.

❱ Inspect lamps, lenses, windows and

❱ Carry out an appraisal of the vehicle

❱ Check the tyres for damage,

10 to 12 weeks before it is due for return. This will allow you to arrange to have any unacceptable wear and tear rectified.

❱ It is important to appraise the

vehicle as honestly as you can. Be objective. Ask a friend or colleague to help you.

❱ 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.

❱ 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.

❱ Walk all the way around the

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

mirrors for chips, cracks and holes. including any spare. Check that the wear on the tread is even across each tyre. Inspect wheels, wheel trims and hubs for scratches and deterioration.

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❱ Clean and valet the interior and load areas.

❱ 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.

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The Industry Fair Wear & Tear Standard for LCVs

Customers: remember On return, the vehicle must be in a safe and roadworthy condition, with all the appropriate keys, equipment, accessories and documentation available. The BVRLA member, or its nominated agent, will arrange the return or surrender of the vehicle at the end of your contract. All readily apparent damage and wear, irrespective of liability, will be documented when the vehicle is collected. You will be given the opportunity to agree with the condition of the vehicle at the point of collection or surrender.

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Missing or damaged equipment and accessories will be documented. A second inspection will take place. Your leasing company will then be able to carry out a fuller assessment of your vehicle to calculate what end-of-contract charges, if any, are payable.

❱ If you cannot be present during

the return of the vehicle or if other conditions, eg poor weather, prevent the vehicle from being inspected, your leasing company will issue you with a condition report for the vehicle and advise you of any charges that may subsequently become due, together with summary details of how any charges are calculated.

❱ Ensure all personal effects and

business materials are removed from the vehicle, eg sunglasses, music CDs.

❱ Don’t forget to remove any item

that could reveal personal data about any driver, family or friends, such as paperwork and other correspondence.

❱ Remove premises keys and house

keys from the vehicle key fob. You are responsible for removing all forms of personal and business information from the vehicle. Delete personal information from the vehicle’s on-board systems.

❱ Discs and cards for satellite

navigation should be left in the vehicle. You are responsible for deleting any personal information from the navigation database, eg home address, post code, etc.

❱ Bluetooth should be deactivated. ❱ The vehicle’s numberplate should be intact and the characters making up the registration mark must be of the specified size and font set out in Road Vehicles (Display of Registration Marks) Regulations 2001.

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The Industry Fair Wear & Tear Standard for LCVs

Examples of acceptable wear on vehicles returned at end of lease

Blue Zone: non-working surfaces PREVIOUS PAGE

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1 Chips of 8mm or less on forward-facing panels

2 Scratch, rear right panel

3 Single dent less than 15mm in diameter

continued on page 25

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The Industry Fair Wear & Tear Standard for LCVs

Examples of acceptable wear on vehicles returned at end of lease

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1 Multiple scratches to interior panel load area

2 Paint missing, but no deviation to metal panel in load area

3 Heavy wear on rear bumper designed as loading area

continued on page 26

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The Industry Fair Wear & Tear Standard for LCVs

Examples of acceptable wear on vehicles returned at end of lease

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1 Scratches and removal of paint in access areas

2 Soiling and non-permanent staining on visor

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The Industry Fair Wear & Tear Standard for LCVs

Glossary Abrasion Multiple surface scratches. Chip Removal of the surface material (glass or paintwork) in a concise area.

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Dent Deformation of the surface structure, usually caused by impact damage. Light scratch A single line mark or score in the surface material.

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. Swage line Folded edge on a panel of the vehicle.

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The Industry Fair Wear & Tear Standard for LCVs

Dispute handling & conciliation process

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BVRLA Code of Conduct

BVRLA Conciliation Process

All contract hire and leasing companies in membership are required to adhere to the BVRLA Code of Conduct, which includes specific obligations to trade fairly and responsibly in all dealings with their customers.

On occasion, disagreements arise between customers and members which cannot be settled directly. The BVRLA operates a conciliation service to resolve such disputes under its Code of Conduct.

A copy of the Code of Conduct can be downloaded from the BVRLA website: www.bvrla.co.uk

Unresolved disputes may be referred in writing to: Chief Executive BVRLA River Lodge Badminton Court

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Amersham Buckinghamshire HP7 0DD Alternatively, a complaint form can be downloaded from the BVRLA website: www.bvrla.co.uk

FAIR WEAR AND TEAR PHOTOGRAPHS COURTESY OF BCA AND MANHEIM; LUTON VAN IMAGE PAGE 11 COURTESY OF VIC YOUNG

Licensed by the BVRLA for use by Intelligent Van Leasing from 1 July 2018 until 30 June 2019

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River Lodge, Badminton Court, Amersham, Buckinghamshire HP7 0DD Tel 01494 434747 Fax 01494 434499 Email info@bvrla.co.uk Web www.bvrla.co.uk COMPANY REGISTRATION NUMBER: 924401

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