BVRLA car hire complaint: the UK's free dispute service

Updated 23 October 2026
General information, not legal advice. The outcome depends on the facts of your case.

There is no official car hire ombudsman in the UK. The closest thing is the BVRLA's free conciliation service. The BVRLA is the UK trade body for vehicle rental and leasing, and its members must follow its rulings.

Who it covers

• The rental company must be a BVRLA member. Associate members are not covered. Check the member list on the BVRLA website.
• The rental must have taken place in the UK.
• Rented abroad? Then the right service is ECRCS, which the BVRLA's office also runs.

Before you apply

1. Complain to the rental company and follow its complaints process to the end.
2. Get its final written decision.
3. Apply within 12 months of that decision, with the online form on the BVRLA website.

Do not raise the charge with your bank or credit card company first. The BVRLA will not take a case that is already with your bank, just like ECRCS.

What it decides

The BVRLA decides under its Code of Conduct, and its members must comply. It is free for you. It does not judge the repair method or the repair cost, and it does not award compensation. Strong cases are about whether the damage happened during your rental and whether the company gave you the evidence and a fair chance to challenge it.

What to send

• the rental agreement and the damage claim;
• the pick-up and return reports;
• your photos and videos, as original files;
• your complaint, the company's final decision and all emails.

See what your dispute letter needs.

If the BVRLA is not open to you

• The company is not a member, or the case is outside its scope: use your card issuer. With a UK credit card, Section 75 of the Consumer Credit Act may also help. See our card dispute guide.
• After that, small claims court is the last step.

Resolver and Which? also publish free help for car hire complaints.