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The European Car Rental Conciliation Service (ECRCS) has a free service to help with unresolved complaints concerning cross border vehicle rentals within Europe.
It will only deal with complaints about member companies. In June 2012 these members were Avis, Alamo, Budget, Europcar, Hertz, National and Sixt.
If you're using the ECRCS to help you get your money back, you must have booked with the car hire company direct - not through a broker or travel agent.
It will investigate to see if a car rental company has breached its code of practice. The code covers advertising, customer information, vehicle condition, pre and post-rental inspections, and billing.
The ECRCS can get refunds for charges it rules were incorrectly made by a rental company.
Questions & Answers
Who is eligible to use this service?
1. Rental customer – You must be a customer of the company subscribing to the ECRCS. We cannot look at complaints regarding the service or charges made by another company with who you may have booked the rental with e.g. rental brokers.
2. Unresolved complaint – you must have gone through the company’s own complaint procedure first. If you have exhausted their complaint procedure then we will need details of their final decision to you.
3. EU only –The conciliation service can only help with disputes involving a ‘cross-border’ rental transaction occurring within the European Union - you must be a resident of the EU and the rental must have taken place in a different EU country. 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.
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) to get more information about your rights.
How much does it cost to use this service?
This service is free of charge.
How long will it take to resolve the complaint?
We aim to resolve a dispute within 30 days from the date it was received by us. If there is a delay, we will ensure you are kept informed.
How do you come to your decision?
We review all comments and supporting documentation from both parties and make our decision based on the evidence.
How will I know the outcome of your decision?
We will notify both parties to the dispute of our decision in writing or by email. If your complaint is not upheld then you will be advised of the reasons why.
Can I make an appeal against your decision?
No. You are however free to seek legal remedy through the courts. Customers wishing to seek a legal remedy through the courts are advised to seek their own legal advice.
Using our service does not affect your statutory rights.
What does the service cover?
We can only look at matters which relate to the car rental service. We will look to see if the rental company has breached our code. The conciliation service will investigate potential breaches of the Code of Best Practice, which sets out the standards it expects from the car rental industry. These standards cover areas including advertising, customer information, car condition, pre- and post-rental inspections and billing. Click here for a copy.
We will look to ensure that any charges we feel are incorrectly raised directly by the rental company are refunded in full.
What does the service not cover?
The service cannot investigate any matters which are deemed to be criminal in nature or fall outside the scope of the Code of Conduct. For example, we cannot look into personal injury claims.
The service does not award any compensation payments in relation to alleged financial losses.
We cannot look at fines or charges raised by a third party, such as a parking or speeding fine, or charges raised by your booking agent.
We cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.
ECRCS - European Car Rental Conciliation Service - Welcome
The European Car Rental Conciliation Service (ECRCS) has a free service to help with unresolved complaints concerning cross border vehicle rentals within Europe.
It will only deal with complaints about member companies. In June 2012 these members were Avis, Alamo, Budget, Europcar, Hertz, National and Sixt.
If you're using the ECRCS to help you get your money back, you must have booked with the car hire company direct - not through a broker or travel agent.
It will investigate to see if a car rental company has breached its code of practice. The code covers advertising, customer information, vehicle condition, pre and post-rental inspections, and billing.
The ECRCS can get refunds for charges it rules were incorrectly made by a rental company.
Questions & Answers
Who is eligible to use this service?
1. Rental customer – You must be a customer of the company subscribing to the ECRCS. We cannot look at complaints regarding the service or charges made by another company with who you may have booked the rental with e.g. rental brokers.
2. Unresolved complaint – you must have gone through the company’s own complaint procedure first. If you have exhausted their complaint procedure then we will need details of their final decision to you.
3. EU only –The conciliation service can only help with disputes involving a ‘cross-border’ rental transaction occurring within the European Union - you must be a resident of the EU and the rental must have taken place in a different EU country. 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.
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) to get more information about your rights.
How much does it cost to use this service?
This service is free of charge.
How long will it take to resolve the complaint?
We aim to resolve a dispute within 30 days from the date it was received by us. If there is a delay, we will ensure you are kept informed.
How do you come to your decision?
We review all comments and supporting documentation from both parties and make our decision based on the evidence.
How will I know the outcome of your decision?
We will notify both parties to the dispute of our decision in writing or by email. If your complaint is not upheld then you will be advised of the reasons why.
Can I make an appeal against your decision?
No. You are however free to seek legal remedy through the courts. Customers wishing to seek a legal remedy through the courts are advised to seek their own legal advice.
Using our service does not affect your statutory rights.
What does the service cover?
We can only look at matters which relate to the car rental service. We will look to see if the rental company has breached our code. The conciliation service will investigate potential breaches of the Code of Best Practice, which sets out the standards it expects from the car rental industry. These standards cover areas including advertising, customer information, car condition, pre- and post-rental inspections and billing. Click here for a copy.
We will look to ensure that any charges we feel are incorrectly raised directly by the rental company are refunded in full.
What does the service not cover?
The service cannot investigate any matters which are deemed to be criminal in nature or fall outside the scope of the Code of Conduct. For example, we cannot look into personal injury claims.
The service does not award any compensation payments in relation to alleged financial losses.
We cannot look at fines or charges raised by a third party, such as a parking or speeding fine, or charges raised by your booking agent.
We cannot adjudicate on the quantum of the amount charged, only on whether the charge was correctly raised.
ECRCS - European Car Rental Conciliation Service - Welcome