Car rental - Branch closed when should be open
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If this does happen and you don’t agree with the claim, resolver recommends that you contact the rental company, for an explanation and, if appropriate, a refund. You should do this in writing to the customer services department of the rental company, and give them as many details of your problem as possible. Further, you should include copies of any information you have (e.g. photos) which will refute their claim as to damage or mileage.
If you are unhappy with the company’s response, resolver recommends that you contact one of the bodies that deal with car rental disputes. If you booked your car direct with a hire company, the European Car Rental Conciliation Service (ECRCS) provides a free service to deal with Europe-wide disputes. There is also the European Consumer Centres Network which will investigate any breaches of European contract law free of charge. For UK rentals, the British Vehicle Rental and Leasing Association (BVRLA) provides free assistance with complaints about companies which adhere to its own code of conduct. resolver recommends that you submit your concern in writing to any of these organisations (see their websites for contact details) and resolver can assist you in submitting, recording and reminding you when and who to escalate to.
Further, if the car hire branch is closed when its opening hours say it should be open you should make a complaint to the customer services department of your rental company. This should be done in writing, and may result in an apology or nominal compensation. As a minimum, it should prevent the same thing happening to anyone else!
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