BVRLA News, May/June 2016

May/June 2016

www.bvrla.co.uk

BVRLA News The bimonthly newsletter of the British Vehicle Rental and Leasing Association

BVRLA secures major Dart Charge success The BVRLA has campaigned successfully for significant improvements to be made to the Penalty Charge Notice (PCN) process for the River Thames’s Dartford Crossing, east of London.

The association has secured a new procedure which allows rental and leasing companies to submit a spreadsheet of customer details to transfer PCNs to customers. Until now members have been obliged to send copies of the hire agreements through the post for each PCN.

improvements and hope to have more news on this shortly”.

Other improvements that are being considered include: › reviewing the process for sending warning letters; › a simpler process for paying multiple PCNs in a batch; › an option for recording the date of crossing.

Members have reported success with the new spreadsheet process, with customers’ details being accepted within 24 hours. This is a vast improvement on the several weeks or even months that it had been taking.

BVRLA board member and Managing Director of Marshall Leasing Peter Cakebread, said: “The new process has had an enormous impact on our administration processing, made the headache of Dart Charge far easier to bear, and seriously impressed our Fines Processing team.”

To raise awareness, Dart Charge has published a leaflet that members can use online or in their rental branches to alert customers to the Dart Charge payment process.

The BVRLA worked closely with Highways England (HE) and its service provider Sanef. HE’s Head of Service, Sarah Green, said: “We recognised the administrative burden on BVRLA members and Sanef was unnecessary and worked quickly to find a solution that was satisfactory for everyone. We are pushing forward with further long-term

New wording has been added to the Dart Charge website advising customers who have rented or leased a vehicle to call up and ensure they pay the right amount for their own crossing and not for that of a previous hirer. u Further information www.bvrla.co.uk/advice/guidance/dart-charge

New London Mayor, new transport plans Sadiq Khan puts air quality, road safety and congestion on his to-do list for the capital. page 4 Connected vehicle news round-up BVRLA sets out data-handling principles; BMW transmits service data to leasing companies. page 5 Get your papers in order for summer Why incident-free travel abroad in a leased or rented vehicle can’t be assured without a VE103 Vehicle on Hire Certificate. page 6 Broker200 kart race raises £5k for BEN The automotive industry charity, BEN, has benefited from BVRLA members’ driving ambitions! page 7 Matt Dyer becomes BVRLA Vice Chairman The LeasePlan UK Managing Director is set to become our Chairman from next year. page 8 Renting: The Big Picture revealed BVRLA research says there were 15.5 million rental transactions by UK residents last year.

Find out what they rented and why. page 9

• Promoting responsible road transport since 1967 •

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The BVRLA team Chief Executive Gerry Keaney 01494 545716, gerry@bvrla.co.uk Secretary to the Chief Executive Kate McLaren 01494 545709, kate@bvrla.co.uk Management Accountant Bharti Ladwa 01494 545708, bharti@bvrla.co.uk Director of Communications & External Relations Toby Poston 01494 545700, toby@bvrla.co.uk Interim Research & Insight Manager Manda Long 01494 545717, research@bvrla.co.uk Media & Communications Officer Jamie Fretwell 01494 545710, jamie@bvrla.co.uk Marketing & Communications Executive Tamsin Stuczynska 01494 545707, tamsin@bvrla.co.uk Director of Member Services Nora Leggett 01494 545713, nora@bvrla.co.uk Events Executive Fran Hampson 01494 545703, fran@bvrla.co.uk Learning & Development Professional Duncan McMillan 01494 545719, duncan@bvrla.co.uk Marketing & Administrative Executive James Mansfield 01494 545720, james@bvrla.co.uk Director of Policy & Membership Jay Parmar 01494 545706, jay@bvrla.co.uk Membership Manager Greg Theaker 01494 545705, greg@bvrla.co.uk Compliance Officer Natasha Howard 01494 545718, natasha@bvrla.co.uk CRM Project Lead Robert Burford 01494 545702, robert@bvrla.co.uk Senior Policy Advisor Patrick Cusworth 01494 545712, patrick@bvrla.co.uk Legal & Policy Executive Amanda Brandon 01494 545701, amanda@bvrla.co.uk Conciliation Service Manager Sallie Catchpole 01494 545715, sallie@bvrla.co.uk Conciliation Service Officer Stephen Dix / Sarah Philp 01494 545711, stephen@bvrla.co.uk / sarah@bvrla.co.uk

Comment

By Gerry Keaney, BVRLA Chief Executive

Why it’s vital to get to grips with data Whether it’s seeing real-time vehicle data, unlocking a van via a smartphone app or letting a car drive itself, technology is giving our sector plenty of new opportunities.

We’re also working with members to tackle their immediate operational needs, and have created a data principles document (more on page 5).

This sets out some best practice for manufacturers’ collecting and using data from vehicles owned or managed by BVRLA members.

Yet while these technological developments allow rental and leasing companies to provide more added-value services to customers, they can also throw up plenty of headaches for fleet managers and vehicle manufacturers.

We hope that this approach will facilitate discussions between members and manufacturers on connected vehicles with in-built telematics.

What’s clear is that the automotive industry must get to grips with data. To that end, the BVRLA is taking a two-pronged approach.

We’re lobbying government, and we’ve suggested that policymakers introduce a security rating for the cyber security of new connected vehicles. We’ve met with the Centre for Connected and Autonomous Vehicles (C-CAV) and the Department for Transport (DfT) to discuss this and other recommendations from our Policy Papers.

We want to ensure that drivers are able to enjoy the benefits of new technology and have full access to BVRLA members’ services, whilst having appropriate data protection.

We’ll be discussing all the issues surrounding connected cars, data and autonomous vehicles at our Fleet Technology Congress in Oxfordshire on 6 July.

I hope to see you there.

The British Vehicle Rental & Leasing Association River Lodge, Badminton Court Amersham, Buckinghamshire HP7 0DD Tel 01494 434747 Fax 01494 434499 Email info@bvrla.co.uk Web www.bvrla.co.uk © Copyright BVRLA 2016.

BVRLA News articles may be used copyright free by members provided that an acknowledgement is given.

Honorary Life President Freddie Aldous Chairman Simon Oliphant

BVRLA News | May/June 2016

Vice Chairman Matt Dyer Honorary Treasurer Brian Back

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NEWS

Mayor of London Sadiq Khan puts air quality, congestion and safety at the heart of road transport plans The newly elected Mayor of London, Sadiq Khan, has set out his plans for improving air quality in the capital.

Acknowledging the effect that NOx and particulates have had on the respiratory health of local residents, Khan pledged to bring forward the implementation of the Ultra-Low Emission Zone (ULEZ), and extend it beyond the current Congestion Charge zone to include other major arterial routes and other sections of London where air quality is poor.

BVRLA Chief Executive Gerry Keaney said: “We support all measures introduced to improve air quality, but are wary of the impact the Mayor’s proposals will have on local communities and businesses.

“These last-minute adjustments to the ULEZ scheme would not give businesses time to prepare and could punish a large number of companies who have already planned their vehicle requirements based on the scheduled 2020 introduction date.

It took years of planning, research and consultation to come up with the current ULEZ proposals and rushing through with any changes could have major unforseen repercussions.”

The BVRLA has welcomed the Mayor’s promise to maintain the Congestion Charge at its current rate.

Khan promised to deliver a new electric vehicle charging infrastructure in partnership with the private sector to facilitate “a major expansion” in EV usage.

He also pledged to support Car Clubs as a means of reducing congestion and demand for parking, as well as looking at the case for a diesel vehicle scrappage scheme.

The BVRLA supports all three of these proposals, having recommended them in its recent air quality policy paper.

Khan said he would promote safer, cleaner lorries by setting new standards for London. He also stated his intention to work with businesses to reduce the numbers of HGVs using London’s roads, particularly during busy times, in order to reduce congestion and improve air quality.

The BVRLA has requested a meeting with the Mayor’s new transport adviser to discuss his proposals. u

The BVRLA’s five-point plan for how the government can get its emissions strategy back on track

Khan: wants to accelerate changes

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May/June 2016 | BVRLA News

CONNECTED VEHICLE NEWS

BVRLA sets out its data principles The BVRLA has published its first ever data principles document, setting out best practice for manufacturers collecting and using data from vehicles owned or managed by the association’s members.

There are eight key principles, covering personal data, vehiclespecific data, driver-specific data, asset security, and any restrictions

on directing the driver for servicing/ incident management.

Leasing companies can use the principles when negotiating contracts with manufacturers who are introducing new terms for connected vehicles. The document can also be a starting point for discussions with customers on what data is being collected and how it is being used in leased connected vehicles.

This document is being adopted by the European federation of leasing companies – Leaseurope – and will ensure drivers can enjoy the benefits of new technology, whilst having access to BVRLA members’ services and appropriate data protection. u Copies of Data Principles: Statement of Best Practice can be downloaded from www.bvrla.co.uk/advice/guidance/ intelligent-mobility

In the first six months of 2016, the BVRLA engaged with the following stakeholders on the subject of connected vehicles: BIS, C-CAV, Defra, the DfT, Leaseurope and the Society of Motor Manufacturers & Traders (SMMT).

BMW shares cars’ data with leasing companies A new initiative from BMW will see telematics and service data from its connected cars being transmitted directly to leasing company service teams – rather than drivers. The messages will be sent automatically once a service alert has been triggered in the car.

A spokesman for BMW said the Teleservice programme, as it is called, would remove “concerns regarding use of vehicle data to divert service and repair work to non-approved outlets”. He added: “We continue to work collaboratively with the leasing industry regarding the more driver-focused elements of the connected car.”

BVRLA Leasing Member Alphabet has been trialling the system since the start of the year. Kit Wisdom, Head of Technical Services, said: “[It’s] not only an exciting moment for us, but also for the fleet market as a whole”.

When the system is made generally available in Q3 2016, BVRLA members who sign up will be able to use the data to estimate the time a repair will take, then contact the driver to arrange a service. The vehicle will also submit data about other functions of the car, such as the brakes or filters, so that a leasing company can proactively arrange to address any upcoming issues at the same time.

Currently, BMW is the only vehicle manufacturer supplying leasing companies with this data, but others are expected to follow suit. Alphabet Chief Operating Officer Matt Sutherland said: “Moving forward, our goal is to work collaboratively with all vehicle manufacturers in the UK to deliver the benefits of the Teleservice programme to all customers and drivers, regardless of the brand of vehicle they’re driving.” u

Hi-tech services: we want to know what you think Ahead of July’s Fleet Technology Congress, the BVRLA is seeking members’ views on connected services and autonomous vehicles.

The Fleet Technology Survey will take no more than five minutes to complete and results will be shared at the Congress. To take part, visit http://bit.ly/FleetTechSurvey.

The Congress takes place at the Williams F1 Conference Centre in Grove, Oxfordshire, on 6 July. The event is sponsored by Volvo Car UK and supported by DRIVE Software Solutions and Trak Global. Speakers will include BVRLA Chief Executive Gerry Keaney, Dr Robert Morgan of the UK Advanced Propulsion Centre, Lee Colman from SBD Automotive, Trak Global’s Andrew Brown-Allan, Matthew Key from BT Global Services, and Martin Drake of DRIVE Software Solutions. u For the agenda and to book places see www.bvrla.co.uk/events or contact Events Executive Fran Hampson.

Contact Fran Hampson 01494 545703 fran@bvrla.co.uk

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FEATURE: TRAVELLING ABROAD

Paper chase: a care-free holiday can’t begin until after a driver has packed their Vehicle on Hire Certificate

Your customers’ passport to a perfect holiday hire With the summer getaway imminent, many drivers may wish to take their vehicles abroad. The BVRLA’s Director of Member Services, Nora Leggett, explains why incidentfree travel abroad in a leased or rented vehicle can’t be assured without a VE103 Vehicle on Hire Certificate.

documentation to take vehicles abroad, they can also advise fleets and drivers on which items of equipment are compulsory in which countries, such as breathalysers and high-visibility jackets.

What’s the problem?

Via the DRIVE Europe service, BVRLA members can provide their fleet customers with valuable 24/7 assistance – including access to a call centre and same-day dispatch of VE103B documentation.

All drivers of UK-registered cars travelling elsewhere in the EU must carry their vehicle registration documents with them at all times.

However, as drivers of rented and leased vehicles do not own their vehicles, they do not have the V5C registration document.

Drivers caught without the correct documentation can face long delays, which can be costly and timeconsuming. The consequences will vary according to the country, but a driver may be fined and the vehicle could be impounded.

The BVRLA has been told of vehicles being stuck at border control for four days, and of instances in Dublin where drivers have encountered issues following minor parking infringements.

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What’s the solution?

Instead of a V5C, drivers of rented and leased vehicles can carry a Vehicle on Hire certificate – a VE103. The VE103 contains details of the vehicle taken from the V5C, along with the name and address of the hirer.

The VE103 is the only acceptable substitute for the V5C, and enables the authorities to verify that the person driving the vehicle has permission to do so. Photocopies of the V5C or letters of authority are not acceptable.

What does the BVRLA do?

The BVRLA has been issuing VE103B certificates to its members for their customers travelling abroad in leased and rented vehicles since 1994.

Not only can BVRLA members provide the necessary

This is provided in partnership with All Fleet Services and, in addition to documentation, includes data retrieval from the Driver & Vehicle Licensing Agency’s vehicle record.

Text messages can be sent direct to drivers to alert them when documents are sent. The driver fulfilment pack can be personalised and charged directly to the BVRLA member or their client. u VE103Bs can be ordered from the BVRLA’s Member Services team.

Contact 01494 545720 memberservices@bvrla.co.uk

May/June 2016 | BVRLA News

FEATURE: BROKER200

Broker200 kart race raises £5k for BEN The BVRLA’s Leasing Broker Committee has raised more than £5,000 for the automotive industry charity, BEN, through its annual Broker200 kart race.

The race, which is in its fourth year, saw 20 teams from funders, leasing brokers, rental companies and vehicle manufacturers head to Daytona Milton Keynes in May.

Above: the fast and the furious!

Matt Bastin (pictured centre left with other members of the Charge team) takes the trophy for the fastest lap

After two-and-a-half hours of competitive racing, Fleetdrive Management crossed the finish line in first place, ahead of Autodata by just 66 seconds. Rounding out the podium was the team from Fleet Assist, which completed 112 laps of the 1,100m International Circuit.

BVRLA News | May/June 2016

BVRLA Leasing Broker Committee Chairman Mike Potter commented: “This year’s race was incredibly challenging – we started on a damp track, had a light shower during qualifying and then again towards the end of the race. It was fiercely competitive, but we were all there to raise money for BEN, and we’re glad we could help such a worthy cause.”

The fastest lap of the day went to Matt Bastin of Charge, who clocked

an impressive time of just 1 minute 11.049 seconds. Matt’s name will be added to the Fastest Lap trophy, which is sponsored by PHVC Vehicle Management.

The BVRLA would like to thank the companies and individuals who supported the event. The pit stop was sponsored by Arval, while Autodata sponsored the refreshments to ensure karters weren’t thirsty. Kee Resources took out a banner at the track, and, despite not being able to attend, Fleet Alliance also supported the event with a generous donation. u

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NEWS

Matt Dyer becomes Vice Chairman The BVRLA has appointed Matt Dyer, Managing Director of LeasePlan UK, as Vice Chairman.

He will take over as Chairman of the association in May 2017 when the current Chairman, Simon Oliphant, steps down.

20 years. I am therefore delighted, through this new responsibility, to be able to play a more active role in the crucial work of the BVRLA.” The BVRLA has also appointed a new Vice Chairman to its Leasing & Fleet Management Committee: Ian Tilbrook from Volkswagen Financial Services. He will take over as Chairman from David Hosking of Tuskerdirect in May 2017 – 10 years after a previous stint as committee Chairman.

Dyer’s appointment was announced at the BVRLA’s Annual General Meeting in May. On behalf of the Committee of Management, BVRLA Chief Executive Gerry Keaney said: “We are looking forward to working with Matt – his experience will be invaluable as we assist our members, who face an unprecedented level of change in the next few years.”

Commenting on his appointment, Dyer said: “I have been working in the vehicle leasing sector – in UK and international roles – for over

Dyer: ‘delighted to play active role’

In another change, Paul Huxford of PHVC handed his role as Vice Chairman of the Leasing Broker Committee to Spencer Blake, Sales Director at Wessex Fleet Solutions. Blake will become Chairman of the committee in May 2017, taking over from Mike Potter of Fleetdrive Management. u

CV Show sees launch of new HGV Guide The BVRLA engaged with more than 50 individuals at the CV Show in April, where the association presented the latest version of the Industry Fair Wear & Tear Standard for Drivers and Operators of Contract Hire, Rented and Leased Vehicles over 3.5 Tonnes.

The guide now explicitly highlights how leasing companies will give HGV operators information at the start of the contract to help them satisfy the return standards required. Such transparency is at the heart of the BVRLA’s Code of Conduct.

Leggett added: “Fair wear and tear occurs through normal operation of a vehicle. BVRLA members accept that commercial vehicles are working vehicles and a certain amount of deterioration is acceptable through normal usage over time. The guide makes it clearer than ever that customers will not be charged for fair wear and tear.” u

The standard – commonly known as the HGV Fair Wear & Tear Guide – provides HGV operators with an even clearer and more transparent understanding of what constitutes acceptable wear and tear when returning a leased vehicle.

Commenting on the new guide, the BVRLA’s Director of Member Services, Nora Leggett, said: “The revisions to the HGV Fair Wear & Tear Guide will ensure that vehicle leasing remains an attractive option for business customers.

Fleets and individuals should not be deterred from hiring trucks through fear of end-of-contract

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Leggett: with the new HGV Guide charges, and this guide assures HGV operators of professional service from BVRLA members.”

Work has now begun on revising the BVRLA’s LCV Fair Wear & Tear Guide.

To get involved, contact Nora Leggett.

Contact Nora Leggett 01494 545713 nora@bvrla.co.uk

May/June 2016 | BVRLA News

RESEARCH & INSIGHT

Renting: The Big Picture revealed Based on a representative sample of almost 2,500 adults in the UK and our member data, the BVRLA estimates that there were 15.5 million rental transactions by UK residents in 2015. Most of these were car rentals, which were more than twice the estimated number of van rentals.

According to those surveyed by the BVRLA, just over a fifth of UK adults rented a car in the UK or overseas in the last 12 months. This equates to 11.4 million people. Most of these renters said that they hired their car in this country.

So what makes people choose to rent? Most said that renting a car was more convenient and flexible than other transport options.

The next two most common reasons were having complex travel plans and bulky items to transport.

In other words: several destinations and/or time constraints make renting the preferred choice. u For more information about the BVRLA’s research work, contact Interim Research & Insight Manager Manda Long.

Contact Manda Long 01494 545717 research@bvrla.co.uk

BVRLA News | May/June 2016

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NEWS

Compliance regime is six months old It is now six months since the BVRLA launched its audit programme to ensure members comply with their responsibilities under the association’s Code of Conduct.

Wigan ’16: Chief Executive Gerry Keaney updates members on BVRLA research

Northern soul!

A warm welcome for Wigan Industry Forum More than 30 members attended the BVRLA’s second Industry Forum of 2016, which took place in Wigan in May. Industry Forums give members the chance to hear about the challenges facing the industry, learn what the BVRLA is doing on behalf of its members, and get advice on future legislation and regulation.

They also offer the perfect opportunity for networking with colleagues in the same region.

The next Industry Forum takes place in London on 5 July, followed by a Leeds forum on 15 September. The final forum of the year will take place in Wolverhampton on 10 November. u

“The audit programme provides members with a health check to assess where the BVRLA can provide further support,” said BVRLA Compliance Officer Natasha Howard.

“Where concerns are found during the audit, the BVRLA will provide support for the member’s staff and their business.”

The BVRLA can help members with over 100 factsheets and guides, and its staff can give advice over the phone and provide assistance with documentation. u

Members can register their interest in attending any of these free events at www.bvrla.co.uk/events. For more information, contact BVRLA Events Executive Fran Hampson.

To discuss hire agreements, terms and conditions, Financial Conduct Authority (FCA) requirements or the audit programme, contact BVRLA Compliance Officer Natasha Howard.

Contact Fran Hampson 01494 545703 fran@bvrla.co.uk

Contact Natasha Howard 01494 545718 natasha@bvrla.co.uk

Customer Service Forum finds favour The BVRLA held a very successful Customer Service Forum on 13 April, with representatives from several rental members in attendance.

The objectives of the meeting were to find ways to enhance customers’ experience of using the BVRLA’s Conciliation Service, and to help improve communications between the service and rental members.

Topics covered were the recent

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Competition & Markets Authority (CMA) investigation into vehicle rental, changes to the BVRLA Code of Conduct, approval of the association’s Conciliation Service as an alternative dispute resolution (ADR) body for dissatisfied consumers, and the BVRLA’s compliance and governance programme.

An overview of last year’s complaints to the Conciliation Service was provided, along with suggestions

on how to improve the process for resolving them.

All attendees agreed that the forum was very informative and helped to build a better relationship between their customer service contacts and the BVRLA’s Conciliation Service. u Contact Sallie Catchpole 01494 545715 sallie@bvrla.co.uk

May/June 2016 | BVRLA News

MEMBERSHIP

Golf Day swings around

Training

PJM Rental is to sponsor this year’s BVRLA Golf Day. The event will take place on 8 September at the Oxfordshire Golf Club, Thame – its first time at this venue.

Selling Contract Hire 13-14 July, Stokenchurch For sales professionals who oversee vehicle fleets. Delegates will learn the benefits and opportunities of contract hire products and services.

The day – which is open to all members of the association and their guests – features individual and team Stableford events, refreshments, prizes and a three-course lunch.

It is a wonderful opportunity for networking, with corporate hospitality and friendly rivalry.

Just 72 places are available on a first-come, first-served basis. u For details of sponsorship opportunities, or to book a place, visit www.bvrla.co.uk/events/ details/golf-day.

Alternatively, contact BVRLA Events Executive Fran Hampson.

Contact Fran Hampson 01494 545703 fran@bvrla.co.uk

New members

Selling, Regulation and Compliance for Leasing Brokers 5 August, Bromsgrove This one-day workshop covers the skills, knowledge and technical expertise required to work as a leasing broker. The discussion-based sessions are perfect for enhancing product knowledge, learning about taxation issues and gaining insight into the Financial Conduct Authority’s regulatory environment.

Rental Advance Vehicle Rental (Norwich) Barford Hire (Norwich) CMW Group (Kent) H & H Van Hire (London) Jeffery Williams (Middlesex)

Lobster Van Hire (Kent) Meridian Vehicle Solutions (Borehamwood) Refuse Vehicle Solutions (Dursley) Sun Organisation (Kent) U Storeall (Cheshire)

Leasing/Contract Hire Wilcox & Co (Limousines) (Chalfont St Peter)

Leasing Broker ACCL (Buckinghamshire)

Griffin Tax Free (Brighton)

Armstrong Nationwide (Seghill)

Ian Rockingham (Derbyshire)

Car Van Finance (Merseyside)

Jasu (Glasgow)

Cars2vans.com (Salford)

Mercury Vehicle Solutions (Cheshire)

Clayton Car Contracts (Staffordshire) DM Finance (Dumbarton)

Omega Vehicle Contracts (Lancashire)

Finance One (Essex)

Select Fleet Management (Plymouth)

Fleet Solutions Network (Manchester)

Swansway Garages (Crewe)

Go Leasing (Lancashire)

Voozo Dealer (West Midlands)

Vehicle Options EH CS (Edinburgh)

Introduction to Daily Rental 3-4 August, Bromsgrove These two days of training provide a solid foundation for customer service in daily vehicle rental. The course provides a good grounding for employees who are new to the business and need clear, relevant information to get started.

Fleet Consultant Development Programme 27-28 Sept & 22-23 Nov, Chesham This four-day course from the Institute of Car Fleet Management (ICFM) provides insights into customer needs, enabling executives to sell fleet solutions more effectively.

Contact Duncan McMillan 01494 545719 duncan@bvrla.co.uk

BVRLA Events SME Rental Forum

20 June

BVRLA, Amersham

Residual Value & Remarketing Forum

21 June

British Motor Museum, Gaydon

Industry Forum

5 July

Hill Dickinson, London

Fleet Technology Congress

6 July

Williams F1 Centre, Grove

19 July

DAF Trucks, Thame

8 September

The Oxfordshire Golf Club, Thame

Van Forum Golf Day

For details contact BVRLA Events Executive Fran Hampson: 01494 545703, fran@bvrla.co.uk Full details of all BVRLA events can be found online: www.bvrla.co.uk/events

BVRLA News | May/June 2016

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BVRLA Fleet Technology Congress Wednesday 6th July – Williams F1 Conference Centre, Grove, Oxfordshire

2016

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