SMALL businesses can expect an improved service from BVRLA-approved car leasing brokers from 2010 onwards.

The official sanctioning arm of professional car leasing brokers – the British Vehicle and Rental Leasing Association (BVRLA) – has agreed with car leasing brokers a strengthened Code of Conduct.

This new code, which takes effect from 01 January 2010, forms part of an ongoing move to improve standards of professionalism and customer service in the sector.

The enhanced code places more emphasis on after-sales service and requires all BVRLA car leasing broker members to play an active role in dealing with customer queries and complaints. Leasing broker members will have to provide clear guidance on how cancellations are made and communicated, together with details of circumstances in which a customer may be liable for a cancellation charge.

The new version of the code also requires leasing brokers to make the full terms of any business they sign available to the leasing company providing funding, to improve transparency and to raise standards.

“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.”

The strengthened Leasing Broker Code of Conduct is the first of a series of measures that the BVRLA is implementing to improve broker standards across the sector. The association is looking to introduce a new accreditation process for leasing broker staff and a set of best practice customer service guidelines that focus on whole-life contract management, including the end-of-lease period.

Created in autumn 2007, the BVRLA Leasing Broker Committee has focused much of its efforts on improving customer service, and has already produced results. Since 2008, the proportion of leasing broker members with complaints referred to the BVRLA conciliation service has fallen from 13% to 5%.

Mike Lloyd, the chairman of the Leasing Broker Committee and managing director of Business Car Manager partner Central Contracts, said the strengthened code was one of a series of measures designed to improve both the perception and the quality of the car leasing broker delivery channel.

“It is becoming clear that there is a clear separation between those brokers who are committed to a long-term relationship-driven business and those who are driven by a short-termist, transactional model,” said Mr Lloyd.

“Improving standards through training, the adoption of best practice, formal conciliation and arbitration facilities as well as the more demanding Code of Conduct are at the core of this separation,” added Mr Lloyd.

Further information on car leasing brokers

If you would like to know more about car leasing brokers, read Mike Lloyd’s article What is a car leasing broker?

Car leasing brokers that are partners of Business Car Manager and abide by the BVRLA code include Central Contracts, Concept Vehicle Leasing and business car finance solutions provider Fleet Alliance.