# Damage claim after hiring a car in the UK: what can you do?

> For a car hired in the UK, start with a written complaint to the company and give it reasonable time, Which? suggests 14 days. If the company is a BVRLA member, the BVRLA runs a government-approved dispute resolution service once the member's own complaint procedure is exhausted. EU residents cannot use their European Consumer Centre against a UK company, so card protection such as Section 75 or a chargeback becomes more important.

Updated: 2026-10-22 · Source: https://scratchfair.com/en/knowledge/by-country/car-hire-damage-claim-uk

Hiring a car in the UK means driving on the left, narrow country lanes and, for many visitors, a different complaint system from the rest of Europe. ==Since Brexit, the European Consumer Centres cannot take on a UK rental company, so a dispute follows UK routes.== The good news is that those routes exist and are free or cheap. Here is how they work.

## How the UK system differs

| Route | EU rental | UK rental |
|---|---|---|
| Your European Consumer Centre | Yes | No, ECCs cannot help with UK traders |
| European Car Rental Conciliation Service (ECRCS) | Yes, for participating brands | Check eligibility; the BVRLA points to it for EU rentals and runs its own service for UK rentals |
| BVRLA dispute service | No | Yes, for BVRLA members |
| Card protection | Chargeback | Chargeback, and Section 75 for UK credit cards |
| European Small Claims Procedure | Yes, up to 5,000 euros | No, UK courts have their own procedures |

## 1. Complain to the company first

Which? advises complaining to the car hire company first, verbally or in writing, but keeping a clear record. It suggests giving the company a reasonable time to respond, for example 14 days. For unexpected charges, ask for an explanation and the documents that show why the charge was made and that it reflects a true cost. If the company cannot justify it, Which? suggests telling it that the money was taken under protest.

Our guide on [how to dispute a damage claim](https://scratchfair.com/en/knowledge/dispute/how-to-dispute-a-damage-claim) and the [sample letters](https://scratchfair.com/en/tools/letter-templates) help you write the complaint. Ask for:

- the return report and dated photos of the damage;
- the repair invoice or estimate;
- a breakdown of any admin or handling fees.

## 2. Use the BVRLA dispute service

The British Vehicle Rental and Leasing Association (BVRLA) has a code of conduct for its members, from large operators to small independents. It runs a conciliation service approved by the UK government as a consumer ADR body. The BVRLA explains the conditions:

- you first have to complete the member's own complaint procedure;
- you raise a case through its online form, after reading its guidance;
- the conciliation team reviews evidence from both sides and decides whether the code was breached.

Which? reports that the BVRLA aims to resolve disputes within 30 days. Check on the BVRLA website whether your company is a member before you file.

> [!TIP]
> Ask the company for its final response in writing and say that you intend to take the case to the BVRLA. A clear "final response" letter is the proof that the internal procedure is exhausted.

## 3. Use your card protection

If you paid by card, your card provider can be another route. Which? lists two:

- **Section 75 of the Consumer Credit Act 1974**, for UK credit cards, which lets you claim against the card provider in certain cases;
- **chargeback**, for debit and credit cards, which is not set in law but is offered by many providers.

For EU visitors, a chargeback with your own bank is often the strongest tool, because the ECC route is closed. Card schemes set deadlines, so act quickly. Read [what to do when damage is charged to your credit card](https://scratchfair.com/en/knowledge/credit-card/damage-charged-to-credit-card).

> [!WARNING]
> Chargeback deadlines run from the date of the charge, not from the end of your negotiations. Note the date in the [deadline calculator](https://scratchfair.com/en/tools/deadlines) as soon as the charge appears.

## If you live in the EU and hired in the UK

Your European Consumer Centre cannot contact the UK company for you. ECC Netherlands, for example, lists UK traders among the cases it cannot assist with. That leaves the company's own procedure, the BVRLA service if the company is a member, your card issuer, and the UK courts. A UK small claims procedure exists for lower-value claims, but the rules differ between England and Wales, Scotland and Northern Ireland.

## If you live in the UK and hired in the EU

The situation reverses. ECC Netherlands refers UK residents to the UK International Consumer Centre. For a participating brand booked directly, you can use the [European Car Rental Conciliation Service](https://scratchfair.com/en/knowledge/ecc-and-disputes/ecrcs-car-rental-conciliation), which the BVRLA itself points to for EU rentals. See also [which European Consumer Centre handles what](https://scratchfair.com/en/knowledge/ecc-and-disputes/which-european-consumer-centre).

## Documenting a UK rental

The basics are the same as anywhere:

- photograph and film the car at pick-up and return, including wheels and windscreen, with the [pickup photo checklist](https://scratchfair.com/en/tools/pickup-checklist);
- make sure every mark is on the pick-up report;
- keep the contract, the reports, fuel receipts and your card statement;
- check the amount of any charge with the [amount check](https://scratchfair.com/en/tools/amount-check).

Kerbed alloy wheels are a frequent subject of disputes on narrow British roads, so photograph each wheel separately.

## A short example

You live in Germany and hired a car at a London airport. Three weeks later, the company charges 340 pounds for a kerbed wheel. Your pick-up video shows the same mark. You send the video and ask for the evidence, giving 14 days. The company keeps the charge in its final response. Because it is a BVRLA member, you file with the BVRLA, and at the same time you ask your German bank about a chargeback before the deadline runs out.

## FAQ

**Can my European Consumer Centre help with a UK car hire company?**

No. ECC Netherlands, for example, lists traders in the UK among the cases it cannot assist with. UK residents with a problem in the EU go to the UK International Consumer Centre instead.

**What is the BVRLA?**

The British Vehicle Rental and Leasing Association. It runs a code of conduct for members and a dispute resolution service approved by the UK government. Which? reports that it aims to resolve disputes within 30 days.

**I paid by credit card. What is Section 75?**

Section 75 of the Consumer Credit Act 1974 lets UK credit card holders claim against the card provider in certain cases. Which? lists it as an option for car hire disputes. With a debit card, your bank may offer a chargeback, which is not set in law but is run by many providers.

## Sources

- [Which?: How to complain about your car hire company](https://www.which.co.uk/consumer-rights/advice/how-to-complain-about-your-car-hire-company)
- [BVRLA: Making a complaint (ADR)](https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html)
- [ECC Netherlands: What can I do if ECC Netherlands cannot help me?](https://www.eccnederland.nl/en/check-your-rights/getting-justice-eu/what-can-i-do-if-ecc-netherlands-cannot-help-me)
- [Leaseurope: European Car Rental Conciliation Service](https://www.leaseurope.org/consumer-redress)