When you hire a car, you expect a smooth, transparent process – but for many consumers, that isn’t always the case. Complaints about unexpected charges, unclear terms, or poor customer service are common, which raises an important question: who regulates car hire companies, and who ensures they operate fairly and responsibly?
Understanding which organisations oversee the industry can help you know your rights, recognise when something isn’t right, and take appropriate action if issues arise. Let’s take a closer look at who’s responsible for keeping car hire companies in check and protecting consumers.
Ostensibly, there are two organisations that you need to be aware of here: the BVRLA and the ECRCS.
The BVRLA
The British Vehicle Rental and Leasing Association (BVRLA) began in the 1960’s and at the their main aim is to ‘provide customers with the reassurance that the company they are dealing with adheres to the highest standards of professionalism and fairness’.
That is to say, if the company you’re dealing with is a member of the BVRLA (and you should ask them if there are, if it isn’t already apparent) then they are at the very least a trusted and valued company by an impartial trade body.
Each member of the organisation if therefore under strict compliance of their code of conduct and should act accordingly when problems arise.
There are over 900 members of the BVRLA, too many for us to list here, but here are some of the big UK based ones:
- Thrifty
- Hertz
- Europcar
- Avis
- Enterprise
- Sixt
- Zipcar
- Arrow
Crucially, you can complain to the BVRLA via their conciliation service, if you feel you have been mistreated by a car hire company (within the UK). The BVRLA will independently rule on whether the car hire company broke their codes of conduct. For extra information on what specific advice they can give and anything else you may need to know, they’ve handily put together an area that outlines the codes of conduct that car hire companies are required to adhere to.
The ECRCS
The European Car Rental Conciliation Service is essentially the EU version of the BVRLA. If you have rented a car in an EU country, then you can use their services to get to the bottom of any complaints you have. Check out their website, but make sure you have a read through their stipulations and requests before you launch your complaint, as there are certain exclusions to their procedures.
It is also worth noting that whilst there are 900 members of the BVRLA, the ECRCS has only these companies in its ranks:
- AVIS
- Alamo
- Budget
- Europcar
- Hertz
- National
- Sixt
- Firefly
- Enterprise
Bearing this in mind, we would definitely suggest hiring from a company within the remit of the ECRCS to make sure you have the best chance of not having to claim for any problems. Hire from a company that is not under the ECRCS and you could risk not being able to fully have the company investigated if you do have any problems.
Final Thoughts
Knowing who regulates car hire companies – and how to contact them – gives you valuable peace of mind when booking your next rental. Choosing a provider that’s a member of the BVRLA (in the UK) or the ECRCS (in the EU) means you have a trusted, independent organisation to turn to if things go wrong.
However, even with reputable companies, disputes can still arise, particularly around damage charges and excess fees. That’s why it’s wise to consider taking out car hire excess insurance before you travel. This affordable cover can protect you against unexpected costs if your rental car is damaged or stolen, saving you potentially hundreds of pounds.
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