Car Hire

If you are charged for damage, ask to see the evidence of the damage and how the repair cost was calculated before you escalate. Which? reported in July 2026 that 46% of people who paid damage charges said the damage was already there at pick-up. source

The company must show that the damage existed, was caused during your hire and that the repair cost is reasonable. Ask for the repair invoice. A 'loss of use' charge needs proof of actual loss, such as the repair time and that no replacement car was available. source

Unfair or unevidenced charges may be challenged under the Consumer Rights Act 2015. source

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

A pre-authorisation hold on your card should be released promptly if there is no damage. One guide says most are released within 7 to 21 days. If a hold is turned into a charge without justification, dispute it with your card issuer. source

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

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

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

If you paid by credit card, Section 75 of the Consumer Credit Act may apply to totals between £100 and £30,000. Debit card holds are harder to dispute, but you can ask your bank about chargeback, which is a card scheme and not a legal right. source

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

For UK rentals, complain to the hire company first and allow a reasonable period, usually 8 weeks. If it is unresolved and the company is a BVRLA member, you can use the BVRLA Conciliation Service. It is free, but its recommendation is not legally binding, though most members follow it. source

The BVRLA scheme covers its UK members only. Most major UK firms are members, but overseas firms may not be. Which? says members must follow a code of conduct and have a complaints procedure, and you can check the BVRLA member directory. source

For European rentals, the European Car Rental Conciliation Service is free for unresolved cross-border complaints but covers only member companies. If you booked through a UK company or platform, UK consumer law may apply, and Citizens Advice can help assess cross-border options. source

The Motor Ombudsman does not handle rental or leasing disputes. It directs people to the BVRLA. source