Object in writing as soon as possible.
- Say that you disagree, explain why, attach your own photos and documents, and ask the company to prove that the damage happened during your rental.
- Give a clear deadline, ask them to stop collection meanwhile, and say that you will go to the European Consumer Centre if they do not respond.
You received a damage claim and you do not agree with it. The European Consumer Centres all describe the same route: first a written objection to the company, then the consumer centre, then a dispute body or court. This article covers the first and most important step.
Step 1: read the claim carefully
Before you write, check:
- Are your name, the booking number and the rental dates correct?
- Which damage is claimed, and where on the car?
- Is there a photo from the return inspection with a date and time?
- Is there a repair invoice, a quote or a reference to a price table?
- Which extra costs are added, such as admin fees or loss of use?
Our article what a damage claim should contain lists what to look for.
Step 2: collect your evidence
- Your rental contract and the terms you accepted.
- The signed pick-up form and, if you have it, the return form.
- Your own photos and video from pick-up and return.
- Earlier emails with the company.
- If an amount was already charged: the card or bank statement.
Step 3: write the objection
The template letter of ECC Nederland is a good model. Your letter should:
- State that you object to the claim and the amount.
- Explain why, point by point. For example: the damage was already on the pick-up form, the return photos show no damage, or there is no invoice.
- Put the burden of proof where it belongs. Ask the company to show, with documents, that the damage occurred during your rental.
- Ask to stop collection while the matter is open.
- Set a deadline. The ECC Nederland letter uses 14 working days.
- Name the next step. Say that without a satisfactory answer you will contact the European Consumer Centre.
- List the attachments.
Keep the tone factual. Do not accuse; describe what is missing. Our free letter templates give you a starting point in several languages.
Step 4: send it so you can prove it
Use the complaint address from the claim email or the company's website, and send it by email so you have a dated copy. Keep everything in one folder. Use the deadline calculator to note when the company's deadline ends.
Step 5: if there is no answer or a refusal
- Remind once, with a short new deadline.
- Contact your bank if the amount was charged; see damage charged to your credit card.
- Go to the European Consumer Centre in your country if the company is in another EU country, Iceland or Norway. The ECC helps for free; see how an ECC complaint works.
- For some large brands there is also the European Car Rental Conciliation Service (ECRCS).
The Czech consumer centre also mentions the European Small Claims Procedure for cross-border claims up to €5,000, as a last step through a court.
A letter outline you can follow
A short objection is easier to answer than a long one. This outline fits on one page:
Subject: Objection to damage claim, booking 12345, rental 3–10 June
I object to your claim of €620 dated 2 July for damage to the rear bumper. The pick-up form of 3 June already shows a scratch on the rear bumper (attachment 2). My photos at return on 10 June, 09:12, show no new damage (attachment 3). Your claim contains no repair invoice. Please send the dated return inspection photos and the repair invoice, and withdraw the claim if you cannot show the damage arose during my rental. Please put collection on hold while this is open. I look forward to your answer within 14 days. Without a satisfactory answer, I will contact the European Consumer Centre.
Common weak points in a claim
| What you see in the claim | What you can ask |
|---|---|
| Photos without date or time | Original files or a report with date and time |
| An estimate, no invoice | The repair invoice, or why there is none |
| A fixed admin fee | What the fee covers and where it is in the terms |
| Loss of use for a long period | How the period and the daily rate were calculated |
| Damage on a part already on the pick-up form | An explanation of how this damage differs |
If an estimate was used instead of an invoice, read charged on an estimate instead of a repair invoice.
If you partly agree
Sometimes you accept part of a claim, for example a small chip you noticed yourself, but not the fees on top. Say so clearly: accept the part you agree with, explain why you dispute the rest, and ask for a corrected invoice. A partial acceptance shows good faith and narrows the dispute to what is really open. Before you pay any part, check whether your excess insurance or card covers it; see claim your excess back from your insurer.
Mistakes to avoid
Phoning without a written follow-up, missing the card deadline and paying quickly for a discount are the most common errors. Our post on mistakes when disputing a damage claim lists them with what to do instead. If the company does not reply at all, see the rental company does not reply.
Frequently asked questions
In which language should I write?
Writing in the language of the rental office and in your own language helps: the office can read it, and you know exactly what you sent. Scratchfair writes both versions.
How long should I give the company?
The ECC Nederland template letter uses 14 working days. A clear deadline of around two weeks is common.
Should I call instead of writing?
You can call, but always confirm in writing. A written objection is what you can show later to your bank or the ECC.