Register a Complaint

To register a complaint with the European Car Rental Conciliation Service answer the below questions to determine if you are able to log a complaint. Please note complaints need to be sent within 90 days of the final decision from the company.

Please refrain from submitting more than one complaint about the same issue. If you have any queries or additional comments regarding the complaint you have raised here, please email us at ecrcs@ecrcs.eu. 

Please note that due to Covid-19 there could be a delay in our usual case response timeframe of 30 working days. This is due to various factors such as reduced staffing levels and the temporary closure of certain business sectors. We will continue to endeavour to respond as soon as possible to all cases. 

Where did your rental take place? This must be in the European Union or UK.

Are you a resident of the European Union or UK and did your rental take place within a different European Union country?

Who is your complaint against?

Have you had a final written decision from the rental company?

Have there been any court proceedings relating to your complaint or are any court proceedings pending? Do you have an open case with another Ombudsman service?

Your complaint has gone beyond any jurisdiction the ECRCS has and we will be unable to assist you further.

Thank you, your complaint is eligible for the complaints procedure please complete the below form to give us permission to investigate your complaint and provide a clear and concise summary of the complaint. 

It may take up to 8 weeks for the company to respond during peak periods. If you have not yet received their final decision we would suggest you contact the company's Customer Service Department by telephone or email for an update. Details will be available on their Contact Us webpage. We will not be able to accept your complaint until a final decision has been received.

If your complaint concerns a cross-border rental, but is not covered by the ECRCS, then you may wish to contact the European Consumer Centres Network (ECC-Net).

Visit the ECC-Net

If your complaint concerns a non-cross-border rental you should raise the matter in your own country through any local dispute resolution process that may exist. For example the British Vehicle Rental & Leasing Association can assist with rentals which took place in the UK.

Visit the BVRLA
Unfortunately we are unable to assist you further, because your rental took place outside the European Union.