ECRCS is a free conciliation service run by the industry body Leaseurope for cross-border car rentals in Europe.
- It checks disputed rental charges against an industry code and its decisions bind the participating companies, not you.
- You can only use it after the company's own complaint procedure, if you booked directly with a participating brand and rented in another country than where you booked.
Your objection to a large rental brand went nowhere, and the company is based in another country. Before you think about court, there is a free route built for exactly this. The European Car Rental Conciliation Service (ECRCS) checks disputed rental charges, and participating companies must follow its decision. But it has strict conditions, and many travellers do not meet them without knowing.
What ECRCS is
ECRCS is run by Leaseurope, the European association of leasing and rental companies. According to Leaseurope, it has operated since 2010 and helps customers resolve unresolved complaints about cross-border car rentals in Europe. It checks whether the rental company breached Leaseurope's Code of Best Practice and its guidelines, which cover subjects such as advertising, customer information, vehicle condition, pre- and post-rental inspections and billing.
Konsumentverket and Which? both describe the service as free for consumers.
Who takes part
Leaseurope lists the participating companies: Alamo, Avis, Budget, Dollar, Europcar, Enterprise, Firefly, Hertz, Maggiore, National, Sixt and Thrifty. If your rental company is not on that list, ECRCS cannot help, and you use the European Consumer Centre or a national route instead.
The conditions, one by one
| Condition | What Leaseurope says |
|---|---|
| Cross-border | The country where you booked must differ from the country where you rented. You do not have to be an EU citizen or resident |
| Booked directly | Bookings through an intermediary, such as a broker or travel agent, are not eligible, even if a participating company provided the car |
| Complaint first | You can only use ECRCS after the company's own complaint procedure is exhausted |
| Disputed charges only | It can consider disputed rental charges, not compensation for inconvenience or other losses |
| Within the code | Criminal matters and subjects outside the Code of Best Practice are excluded |
The broker rule surprises many people. If you booked on a comparison site or through a travel agent, ECRCS is not your route, even if the car came from one of the big brands. Read who to complain to when you booked through a broker.
Finish the company's complaint procedure
Send a written objection to the company and wait for its final answer. Leaseurope adds that the rental company should tell you about your right to refer the matter to conciliation. If the company stops answering, document that. Our guide on what to do when the rental company does not reply helps you set deadlines.
Prepare your file
ECRCS looks at evidence from both sides. Prepare:
- your booking confirmation, showing where you booked;
- the rental contract and terms;
- pick-up and return reports;
- your photos and video;
- the claim, invoices and card statement;
- your objection and the company's answer.
Our article on which evidence you need shows how to order it.
File the complaint
According to Leaseurope, you can either ask the rental company to forward the complaint to the service, or submit it directly through the ECRCS website linked from Leaseurope's page. ECC-Net notes that you can file in English.
The decision
Leaseurope says participating firms must follow the service's decisions, while you are not bound and can still go to court. ECC-Net describes the same balance: the decision binds participating companies but does not limit your right to go to court. Which? notes that the service can secure refunds for incorrect charges.
ECRCS or the European Consumer Centre?
| ECRCS | European Consumer Centre | |
|---|---|---|
| Who runs it | Industry association Leaseurope | Public bodies, co-funded by the EU |
| Which companies | Only participating brands | Any trader in another EU country, Iceland or Norway |
| Brokered bookings | Not eligible | Can be handled |
| Outcome | Binding on the company | Mediation, not binding |
| Cost | Free | Free |
ECC-Net suggests going to your national ECC first and to ECRCS or a national dispute body if the ECC cannot resolve it. You can also choose ECRCS directly when you meet its conditions. Read how an ECC complaint works and use the ECC finder.
Rentals in the UK
For rentals in the UK with members of the British Vehicle Rental and Leasing Association, the BVRLA runs its own government-approved ADR service. For rentals in the EU, BVRLA points customers to ECRCS. See our guide on car hire damage claims in the UK.
Before you file, check the basics
Many ECRCS cases are won or lost on the same points as any damage dispute: whether the damage was on the pick-up report, whether the return was inspected with you, and whether the amount and fees are explained. Read what a damage claim should contain and check the amount with the amount check.
Frequently asked questions
Does ECRCS cost anything?
No. Konsumentverket and Which? both describe it as free of charge for consumers.
Can ECRCS award compensation for a ruined holiday?
No. According to Leaseurope it can only consider disputed rental charges, and cannot award compensation such as for inconvenience or other consequential losses.
Do I lose my right to go to court if I use ECRCS?
No. Leaseurope says the participating companies must follow the service's decisions, but the complainant is not bound and can still go to court. ECC-Net says the same.
In which language can I file?
ECC-Net notes that you can file with the ECRCS in English.