A damage claim after your trip feels final, but it is the start of a process with clear steps. Most claims are decided on evidence, not on who shouts loudest. This guide walks you through the route the European Consumer Centres recommend.
Don't pay straight away, read first
Check what the claim says and what it proves: which damage, where on the car, photos with date and time, and how the amount was calculated. Our article what a damage claim should contain gives you a checklist, and the amount check shows whether the amount is in a usual range.
Collect your evidence
Rental contract and terms, pick-up and return forms, your own photos and video, emails, and your card statement if money was already taken. Did you return through a key box? Read who has to prove the damage.
Check the terms
Find the terms the company relies on. Admin fees, loss of use and very broad damage definitions deserve a second look. Use the terms check and read about unfair terms.
Object in writing
Write to the complaint address of the rental company. Say that you object and why, ask for evidence that the damage happened during your rental, ask them to stop collection, and give a deadline of about two weeks. Writing in the office's language and your own helps. Step by step: how to dispute a damage claim. Scratchfair writes this letter for you in both languages.
Keep track of deadlines
Note the company's deadline, the date from which the consumer centre can help, and your card issuer's chargeback deadline. The deadline calculator does this for you and gives you a calendar file.
Escalate: consumer centre and ECRCS
No answer or a refusal? If the company is in another EU country, Iceland or Norway, the European Consumer Centre in your country helps for free. Some large brands also take part in ECRCS. See how an ECC complaint works and the ECC finder.
Get money back from your card
If the amount was charged, ask your card issuer about a chargeback in time. See chargeback and damage charged to your credit card.
Next time
Use the pick-up checklist and the free evidence mode on your next trip. Ten minutes at the car can save you weeks of emails.