Is a BVRLA decision binding?

On the member, yes. You do not have to accept the outcome and can still go to court.

Can the BVRLA reduce the amount of a repair charge?

It decides whether a charge was correctly raised under the code. It does not rule on the method or cost of a repair.

How does the BVRLA dispute service work?

The BVRLA runs a free dispute service for customers of its members. You must finish the member's own complaints process first, then apply online within twelve months of the final response. The BVRLA decides whether the member broke its code of conduct, aims to do so within 30 working days, and the member must comply with the outcome.

Last reviewed 13 November 2026. Every figure links to its source.

Who can use it

The complaint must be about a full BVRLA member and a transaction in the UK. Associate members are not covered. You need the member's final written decision before you apply.¹ The BVRLA is approved by the government as a consumer ADR body.²

What it decides

The service reviews the evidence from both sides and decides whether the member breached the BVRLA code of conduct.²

It can	It cannot
Decide whether the member broke the code of conduct	Award compensation for losses or inconvenience
Look at whether the member followed the return and charging rules	Rule on the method or cost of a repair
Tell the member to refund in full a charge that was wrongly raised	Take a case already with another dispute service or a court

Time limits

Step	Limit
Applying	Within twelve months of the member's final response
Target for a decision	30 working days
Responding to an offer from the member	Seven days
Appealing a decision	Two weeks

Ombudsman or BVRLA?

If your agreement is regulated you can choose, but not both at once, because the BVRLA will not take a matter already raised with another dispute service.¹

Choose the Financial Ombudsman Service if you want compensation, or think the amount charged is too high for the repair.
Choose the BVRLA if you are a business customer, or your complaint is that the member did not follow the rules, for example by sending no photographs.

The independent engineer

Separately, either side can pay for an examination by an independent engineer agreed by both. The finding binds both sides, and if it goes your way the company must refund the reasonable cost.³

How to apply

Read the BVRLA's guidance for raising a case, then use the online form on its complaints page. Everything is done in writing and you can upload the evidence you want considered.

Quick answers

Is the BVRLA dispute service free?: Yes, for consumers.
Is a BVRLA decision binding?: On the member, yes. You do not have to accept the outcome and can still go to court.
Can the BVRLA reduce the amount of a repair charge?: It decides whether a charge was correctly raised under the code. It does not rule on the method or cost of a repair.