Complaint Eligibility


The below questions will help determine whether we can look at your complaint. Please note complaints need to be submitted within 12 months of the final decision letter from the member.

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 [email protected]

Where did your rental or lease take place?

Have you fully exhausted the company's own internal complaints procedure and received their final decision?

Have there been any court proceedings, completed or pending? Have you raised a case with another ADR service, the Financial Ombudsman or with your bank/credit card company relating to this complaint?

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

Please complete complaint details here... 

Complaints form

Complaints form


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.

If the complaint relates to a cross border rental within the European Union, the European Car Rental Conciliation Service (ECRCS) may be able to assist you.

ECRCS Conciliation Service

ECRCS Conciliation Service


Unfortunately we are unable to assist you further, because your rental or lease took place outside the UK.