Code of Conduct

The British Vehicle Rental and Leasing Association (BVRLA) is the UK’s leading trade body for the vehicle leasing and rental industry. As the sector's voice, the BVRLA sets the benchmark for quality, transparency, and ethical practice through its Code of Conduct, a robust framework designed to protect customers and promote best-in-class service across the industry.

This Code isn’t just a set of rules, and it’s a commitment that every BVRLA member, including leasing brokers, rental companies, and fleet providers, makes to uphold the highest standards of professionalism, customer care, and accountability.

Built on Fairness and Transparency

At the core of the BVRLA Code of Conduct is a simple but powerful principle: to treat all customers fairly and transparently. Members are required to act with integrity, provide clear, honest information, and deliver services that meet agreed-upon expectations.

The Code ensures that consumer interests are protected at every stage of the leasing or rental process by enforcing impartiality and ethical behaviour. It also helps build trust in the industry by ensuring members are accountable and operate in a way that reflects the values of fairness, openness, and professionalism.

Key Principles of the BVRLA Code of Conduct

The BVRLA Code of Conduct sets out the standards expected of vehicle leasing and rental providers across the UK. It promotes fairness, transparency, and accountability, ensuring customers receive a consistent and trustworthy experience from all BVRLA-accredited members.

Clear and Honest Customer Communication

All customer communication must be clear, fair, and not misleading. This includes advertising, contract terms, and information about services. The aim is to ensure customers can make well-informed decisions with complete confidence.

Fair and Transparent Contract Terms

The Code requires that agreements use clear, understandable language and include balanced responsibilities. This ensures both parties are treated fairly and that there is no ambiguity in the leasing process.

Vehicle Condition and Maintenance Standards

All vehicles must be roadworthy and comply with relevant legal standards. Providers are also responsible for ensuring customers receive guidance on maintaining the vehicle throughout the agreement.

Dispute Resolution and Customer Support

The Code requires members to have a fair and effective process in place for resolving complaints. If a customer is dissatisfied, they can escalate their issue to the BVRLA’s independent Conciliation Service, which offers impartial dispute resolution.

The Impact of the BVRLA Code of Conduct

The Code offers customers protection and peace of mind. It ensures transparent communication, fair treatment, and high service standards, backed by a reliable process for resolving any concerns.

The Code reinforces a commitment to professionalism for leasing and rental providers. It helps businesses stand out by focusing on customer care, ethical practice, and accountability, qualities that build long-term trust and enhance reputation.

The BVRLA Code of Conduct is more than a regulatory framework, it’s a symbol of industry integrity. It ensures that both customers and providers benefit from fair, consistent, and transparent leasing and rental experiences.

At Silverstone Leasing, we fully support and adhere to the principles of the BVRLA Code. It reflects our values and reinforces our commitment to delivering honest, high-quality service to every customer.