How to research and complain about car hire

Car facing forward silver/grey on black background light shining on the car

How to protect yourself and complain about car hire

Here is some advice on how to book a car hire to obtain the best protection and how to complain if things do go wrong.

Do your research on car hire prices and conditions

Explore comparison websites and companies’ own websites. Search for discount codes and use cashback sites to make big savings. Check what is and isn’t covered so you are comparing like with like. Brokers may be able to negotiate with local and international suppliers.

Check out insurance for car hire

As with any insurance you will have to choose how much excess you want to pay and if you want to cover tyres, windscreen etc. Theft protection may be extra too (it is mandatory in Italy). Consider taking out cheaper insurance with an independent insurer.

Check independent insurers such as reducemyexcess.co.uk, insurance4carhire.com or icarhireinsurance.com for reimbursing any excess or reducing it to zero.

Book and pay for your car hire early

Typically, people tend to book their car hire nearer to their holiday when prices might go up when demand is higher. So book early.

Pay at least a deposit as some unethical companies may cancel your booking to get a higher price!

Keep the company informed of delays!

If your transport such as flight or ferry to the car hire destination is delayed ensure that you contact the car hire company so they do not think that you are a non show and give the car to someone else! You may have agreed to a maximum amount of delay if you don’t keep them informed too so you won’t have much chance of redress if you don’t tell them you are delayed.

How to pay for your car hire

Pay by credit card if the total cost is over £100, for added protection. How to claim refunds using credit and debit cards, Consumer Credit Act 1974.

Check the hire car!

Before you drive off in your lovely hire car, make sure you look at everything. Check the tyres, the fuel level, the windows, interior and bodywork of the car before leaving the rental depot.

If it is wet ask them to dry it off so you can see any scratches!

Car hire paperwork

Ensure that any pre-existing damage is clearly indicated on the pre-rental inspection report or rental agreement. If the document is in another language, add your own note in English on the paperwork and take a photo with your phone.

Check that nothing has been added or changed since you signed any agreement online.

Car hire membership

If hiring in the UK, check to see if the company is a member of the British Vehicle Rental Leasing Association (BVRLA). If hiring in Europe, use members of the European Car Rental Conciliation Service (ECRCS). This gives you more rights in the event of a problem.

Keep all evidence of the car hire condition

Take dated and timed photos and video taken from all angles. Agree any damages you caused with the car hire company before signing the return form.

Don’t be scammed by car hire

Be sure that the person to whom you are returning the car is from the firm and not someone trying to steal the car! (Sadly, I have been contacted by people who have fallen for this ploy). Make sure the company representative signs the documents to say that the vehicle has been returned in the same condition. Sign yourself and again take photos and video of all around the vehicle.

Check the fuel policy

It is most likely that you take and have to return the vehicle with a full tank. if the tank is not full on leaving try to get someone from the company to sign to this effect and take photos dated and timed.

Keep the receipt for the fuel you bough on return in case of any problems.

Keep your car hire paperwork!

Whilst it is commonplace to hear of rental companies charging for non-existent damage, it is less common to hear of it happening half a year later! But that is exactly what happened to a car hire customer whom I helped.

Having hired a car from a UK franchise, he was stunned to receive an unsigned and undated letter from the company saying it had deducted several hundred pounds from his credit card six MONTHS after returning the car. Avoid a holiday hire car nightmare

He emailed the CEO of the company he paid and the franchise, asking why this happened so long after the car’s return, including requests to see evidence (copies of mileage and subsequent hires) and pointed out his legal rights. Alec received an immediate refund.

How to complain about damage you didn’t cause to a hired vehicle

Send your photographic evidence.
For UK rentals the Consumer Rights Act 2015 legally entitles you to services carried out with reasonable skill and care.
The BVRLA’s Code of Conduct says providers must act “….with integrity and ensure any agents working on their behalf also follow the standards set out in this Code of Conduct” This Code (quote it) also says that the company must advise you of any costs no more than 10 days after return and cannot take money from your card without informing you.
If a payment is taken long after the vehicle was returned, question the reasoning for holding onto your credit card details. Under The General Data Protection Regulations 2018 there must be a valid reason for holding your data.
If the company is a member of the European Car Rental Conciliation Service, quote the Leaseurope Code of Best Practice. Under this, the company should inspect the returned vehicle in the customer’s presence and provide a written post-rental inspection report.
An EU wide directive 005/29/EC concerns unfair commercial practices, including a ban on conduct below a level which may be expected towards a consumer. Quote this for EU rentals, e.g. not ensuring pre-existing damage clearly indicated on pre rental inspection report. The UK implemented this though the Consumer Protection from Unfair Trading Regulations 2008.
Contact the CEO. (Find email addresses from ceoemail.com). Outline dates, evidence, breaches of relevant codes and laws.
Both BVRLA and ECRCS run Alternative Dispute Resolution schemes for members. Should you not be happy with the provider’s response you can use the ADR scheme free of charge. Companies are bound by adjudicator’s decisions.
If you paid over £100 by credit card, contact your card provider, who under Section 75A of the Consumer Credit Act 1974 is jointly liable for the transaction and may refund the charge.
Be polite and objective but assertive! Provide a deadline by which they must reply and what you will do to escalate if necessary, e.g. Small Claims Court, including claiming for out of pocket expenses.
Follow the advice in the Top 20 Tips How to Complain effectively!

What to do about parking tickets in Europe

You might be forgiven for thinking that you can ignore a fine when parking abroad, especially after Brexit. Unfortunately this is not true, as nations share information about vehicle ownership and any letters about parking fines or speeding will be sent to your home.

If you hold a UK driving licence, the fine will not follow you home automatically. The EU country has to issue a request for the payment of the violation that will arrive in the form of a letter.

Further help with complaining effectively

For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Want to get better at complaining? See 101 Habits of an Effective Complainer

Save yourself time and effort finding the laws and wording a letter of complaint. Purchase and download a template, fill in your details and get that redress.

How to save money by haggling

Yesterday at 12:24

hand holding a green hose with water spraying out

What does the hosepipe ban really mean for water customers?

12 Aug at 15:07

brown background words an end to subscription traps above a lock filled with blue pound signs

Action on Subscription Traps – it’s about time!

10 Aug at 23:37

Newsletter Sign Up

If this site or a response from me has helped you, please consider buying me some chocolate (don’t like coffee!) to help me continue to provide this free advice. Thank you!

Buy Me A Coffee

You must be logged in to post a comment.

Empowering people with gusto

“The critical thing is empowering people and part of empowerment is making people understand their legal rights more and it’s theirs, being able to identify the persona in authority to make a decision and having the elbow when somebody says “no” to say “well I’m sorry..” and those are the three things and I think you do that with gusto and are an example in that regard.”

“How to Complain

Helen Dewdney’s How to Complain is a masterclass in asserting your rights with wit, precision and just the right amount of righteous fury. It’s the book every consumer didn’t know they desperately needed – until now.”

“101 Habit of an Effective Complainer

If complaining is an art form, Helen Dewdney is Rembrandt. This book is easy to follow, beautifully written and – above all – teaches us that complaining effectively doesn’t require rudeness or angry sharp elbows. Dewdney’s book is a brilliant reminder that being a successful complainer (or getting what you were entitled to in the first place) is simple to achieve and can even be fun. Her superb how-to guide isn’t for ‘complainers,’ it’s for anybody who has ever been a consumer and been let down – it’s for all of us.”

“How to Get Free PR and be Paid for it

Helen Dewdney writes with fearless clarity and she’s done it again… She’s one of my few and regular go-tos, especially for how to approach consumer issues or in the event of an urgent sense check. This book is packed full of great and creative ideas for building up excellent PR, establishing yourself as the expert and keeping the momentum going. She is – hands down – a mega star in the world of consumer affairs and in this latest book, on PR, she shares how you can do it for yourself.”

Rob Rinder

Journalist, TV Judge barrister, presenter