AVOIDING HIRE CAR PITFALLS

The biggest complaints about car hire come from firms claiming minor bumps or scrapes require major repairs. You won’t be surprised to hear that some firms don’t even get these repaired and repeatedly claim every hirer caused the same damage.

Be meticulous and check the tyres, alloys, fuel gauge, windows and every panel for minor scratches and dents. Take plenty of photos and a walk-round video before and after.

Check the vehicle report and make sure that any pre-existing damage is clearly recorded. Pay particular attention to the wheels as these are prone to scuffs and damage. Note any damage (even very minor marks), take photos and point out any damage to the staff, if possible, before you leave.

Also check the fuel gauge and mileage and take a photo of the dashboard before setting off and when you return it.

And make sure the car has everything you need – a spare tyre, jack, breakdown cover and make a note of the contact details for the rental firm and breakdown company.

Check the clutch is in good working order

This is something that is not so obvious. Ensure that the clutch is in good working order, as car hire firms will charge you for a replacement even if you have only driven a few miles before it fails.

Check the fuel gauge and policy

There are usually two options:

• Full to full – you get a full tank of fuel and are expected to return it full (I prefer this).
• Pay for what you use – you are expected to return the vehicle with the same amount of fuel it had when you collected it.

Know your consumer rights

You are entitled to be treated fairly, and Section 49 of the Consumer Rights Act 2015 states that a service must be carried out with reasonable care and skill.

If a firm tries to rely on Key Terms buried in the small print, remind them that Section 62 of the Consumer Rights Act 2015 states that an unfair term or notice is not binding on the consumer and Section 68 has a requirement for transparency. Statutory consumer law overrides any spurious terms in contracts – it’s not optional.

Evidence is key, especially with car hire disputes. Keep copies of your booking confirmation, paperwork, photos and receipts.

If you feel you have been unfairly treated, follow the complaints process and don’t accept the first offer unless you are happy with it. And don’t be fobbed off or be afraid to dispute decisions you don’t agree with.

Trade Association Memberships

If you hire a car in the UK, check to see if the firm is a member of the British Vehicle Rental Leasing Association (BVRLA). [add link]

If you are hiring a car in Europe, make sure you use firms who are members of the European Car Rental Conciliation Service (ECRCS). [add link https://www.ecrcs.com/ This gives you additional rights and another avenue to seek redress. The BVRLA and ECRCS offer free alternative dispute resolution schemes (ADR) for member companies if you cannot resolve your dispute. Adjudicator’s decisions are binding for co