# What happens after a rental car damage claim? The timeline from email to resolution

> A damage dispute usually moves through the same stages: the claim, your written objection, the company's answer, escalation to your European Consumer Centre or a dispute body, and in rare cases court. Which? suggests giving the company about 14 days to respond. Running alongside is your card issuer's chargeback deadline, which does not wait for the rest. Keeping a simple log of dates is the most useful thing you can do.

Updated: 2026-10-22 · Source: https://scratchfair.com/en/blog/what-happens-after-damage-claim

The email arrives a week after your holiday: damage to the rear bumper, 680 euros, charged to your card. What now? ==A damage dispute follows a predictable path, and knowing the stages helps you stay calm and keep your options open.== Here is the timeline, from the first email to the end.

## The stages at a glance

| Stage | Who acts | Typical time |
|---|---|---|
| 1. The claim arrives | Rental company | Days to weeks after return |
| 2. You ask for evidence and object | You | Within a few days |
| 3. The company answers | Rental company | About 14 days is a reasonable term |
| 4. A second letter or final answer | Both | A few weeks |
| 5. Escalation | ECC, ECRCS or a dispute body | A few weeks to months |
| 6. Court, if needed | You | Months |
| Throughout: chargeback window | Your card issuer | Fixed deadline from the charge date |

## Stage 1: the claim arrives

A claim can come as an invoice, a card charge, or both. Read it carefully: what damage, which part of the car, what amount, and what it is based on. Note the date you received it and, if money was taken, the date of the charge. Our guide on [what a damage claim should contain](https://scratchfair.com/en/knowledge/damage-claim/what-a-damage-claim-should-contain) lists what to look for.

## Stage 2: ask for evidence and object

Konsumentverket, the Swedish consumer agency, explains that the burden of proof rests with the rental company, and that you can ask for evidence such as photos, records and repair receipts. Write to the company, say that you dispute the claim, and ask for:

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

ECC Netherlands' template letter for an unjustified invoice also asks the company to stop collection measures while the dispute is open. Use our [sample letters](https://scratchfair.com/en/tools/letter-templates) and keep proof of sending.

> [!TIP]
> Send your objection by email to the address on your contract and, if possible, to the company's head office as well. Save the sent email as a PDF with the date visible.

## Stage 3: the company answers

Which? suggests giving the company a reasonable time to respond, for example 14 days. The answer can be a refund, a reduced amount, more evidence, or a refusal. If evidence arrives, compare it with your own photos and the reports you signed.

## Stage 4: a second letter

If the answer does not convince you, reply once more with your points, and ask the company for its final position in writing. If there is no reply at all, send a reminder with a new deadline. Our guide on [what to do when the rental company does not reply](https://scratchfair.com/en/knowledge/dispute/rental-company-does-not-reply) helps you set it.

## Stage 5: escalation

ECC-Net describes the route after the company: the European Consumer Centre, and then a dispute resolution body such as the European Car Rental Conciliation Service (ECRCS) for participating brands. Your ECC is the one in the country where you live. Read [which European Consumer Centre to contact](https://scratchfair.com/en/knowledge/ecc-and-disputes/which-european-consumer-centre) and [what ECRCS is](https://scratchfair.com/en/knowledge/ecc-and-disputes/ecrcs-car-rental-conciliation).

## Stage 6: court, if needed

For cross-border claims up to 5,000 euros, the European Small Claims Procedure is a written route without a lawyer. Few rental disputes get this far, but it is there. See [how the European Small Claims Procedure works](https://scratchfair.com/en/knowledge/ecc-and-disputes/european-small-claims-car-rental).

## Running alongside: the chargeback window

If the amount was charged to your card, your card issuer may be able to reverse it. That option has its own deadline, counted from the charge date, and it does not pause while you write letters or wait for an ECC. Which? lists chargeback, and Section 75 for UK credit cards, among the options for car hire disputes.

> [!WARNING]
> The chargeback deadline is the one most often missed. Note the charge date in the [deadline calculator](https://scratchfair.com/en/tools/deadlines) on the day you see it, and start a chargeback in time if the company has not resolved the dispute.

## If a debt collector appears

Sometimes a claim is passed to a collection agency while you are still disputing it. Tell the collector in writing that the claim is disputed, attach your objection, and ask it to suspend collection. Read [debt collectors and rental car claims](https://scratchfair.com/en/knowledge/dispute/debt-collector-rental-car-damage).

## Keep a simple log

A one-page log makes every later step easier:

1. date of return and the return report;
2. date the claim arrived, and the amount;
3. date of the card charge;
4. date of each letter you sent, and each answer;
5. the deadline you set, and the chargeback deadline.

## A short example

You return a car on 3 August. On 10 August, the company charges 680 euros for a bumper scratch. On 11 August, you ask for evidence and object, attaching your return video. On 25 August, the company sends photos dated 4 August and keeps the charge. You reply that your video from 3 August shows no scratch, and ask for its final position. With no change by mid-September, you file with your home ECC, and you start a chargeback with your bank before its deadline.

## FAQ

**How long does a rental damage dispute take?**

It varies. A clear objection can be settled in a few weeks. With escalation to a European Consumer Centre or a dispute body, expect a few months. A court procedure takes longer.

**Should I pay first and dispute later?**

If the amount was already charged, you dispute it as a charge. If you received an invoice, you can say you dispute it and ask for evidence before paying. ECC Netherlands' template letter asks the company to stop collection measures while the dispute is open.

**What if the company passes the claim to a debt collector?**

Tell the collector in writing that the claim is disputed, with a copy of your objection. A collector cannot decide the dispute; the underlying claim still has to be substantiated.

## 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)
- [ECC Netherlands: Template letter, unjustified invoice from a car rental company](https://www.eccnederland.nl/en/template-letters/unjustified-invoice-car-rental-company)
- [Konsumentverket: Problems with your rental car](https://www.konsumentverket.se/en/articles/problems-with-your-rental-car/)
- [ECC-Net: Car rental, your rights](https://www.eccnet.eu/consumer-rights/what-are-my-consumer-rights/travel-and-passenger-rights/road-travel-rights/car)