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Car Hire Extra Charges at the Desk
Rental desks often sell extras. Which? says desk excess waivers offer weaker cover at a higher cost, advises a full-to-full fuel policy where possible, and warns that "pay at location" can cost £30 to £50 more than "pay now". Unfair or unevidenced charges may be challenged under the Consumer Rights Act 2015.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Extras and Fees
Excess Waivers
Which? says rental desks' excess waivers offer weaker cover at a higher cost. It advises buying an excess reimbursement policy from a specialist provider before you travel. You will usually pay the excess if the car is damaged, then claim it back from the policy. source
Fuel Policies
Which? advises choosing a full-to-full fuel policy where possible, because full-to-empty usually costs more. Refuelling charges can apply if the car is not full. Check mileage limits, and photograph the dashboard at pick-up and return. source
Other Fees
Check for other fees before you book: cleaning, second driver, car seats, age surcharges, and 'pay at location', which can cost £30 to £50 more than 'pay now'. Late-return grace periods can be as short as 29 minutes, and some companies can give your car away if you are more than 59 minutes late for pick-up. source
Disputing a Charge
Unfair Charges
Unfair or unevidenced charges may be challenged under the Consumer Rights Act 2015. source
Paying Under Protest
Which? advises telling the company you are paying 'under protest' if you are unhappy and telling your card provider about the dispute. Also query any unexplained card charges, since firms have sometimes refunded customers after being challenged. source
Check the Car at Pick-Up
Which? advises inspecting the car inside and out at pick-up, photographing any damage and reporting it to the rep straight away, asking for an inspection at return, and photographing the signed damage report. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 59 minutesLate pick-up or returnSome firms allow only 59 minutes late for pick-up and 29 minutes for return
- 14 daysWrite to the company about a damage chargeWithin 14 days of the charge notice, if you can
- £100 to £30,000Section 75 card claimCredit card payments over £100 and up to £30,000
Steps to Take
Step 1 of 5
Before you travel, check the fees for fuel, extra drivers, car seats and age surcharges, and consider your own excess policy.
Step 2 of 5
At the desk, take your time. If you are unhappy with a charge you must pay, say you are paying "under protest".
Step 3 of 5
Photograph the car, the fuel gauge and the dashboard at pick-up and return.
Step 4 of 5
Write to the hire company about any charge you dispute, ideally within 14 days. Our free letter templates can write it for you.
Step 5 of 5
Tell your card provider about the dispute. For UK rentals, the BVRLA can help with member companies.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Hire Company's Complaints Team
Always start here, in writing, and ask for the evidence.
Your Card Provider
Tell it about the dispute straight away. Section 75 for credit cards, chargeback for debit cards.
BVRLA Conciliation Service
If the company is a BVRLA member and it has not resolved it after about 8 weeks.
European Car Rental Conciliation Service
For cross-border complaints about member companies.
Good to Know
Small things that make your complaint stronger.
Some companies can give your car away if you are more than 59 minutes late for pick-up, so tell them if you are delayed.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- which.co.uk/reviews/car-hire/article/car-hire-advice/car-hire-scams-auABy0O5rX7M Checked 12 October 2026
- civilhelp.co.uk/travel-consumer/car-hire-disputes Checked 12 October 2026