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