Can a car rental company charge me for damage I didn't cause?

No — the burden of proof is on them. Always take timestamped photos at pickup and return. If you have evidence of pre-existing damage, dispute the charge in writing.

Do I need the rental company's insurance?

No — you can decline their insurance and use standalone excess insurance, which is often much cheaper. However, check the T&Cs as some companies require a larger deposit without their insurance.

How do I get my deposit back?

Deposits should be returned within 14 days of return if no damage is found. If it's being withheld unfairly, send a formal complaint and escalate to your card provider.

Complain to Avis

Car rental company — part of Avis Budget Group

Car-rental

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Common Avis Complaints

Unfair Damage Charge

Charged for pre-existing damage or minor wear and tear

Hidden Fees and Charges

Unexpected insurance, fuel, or admin charges added at pickup

Poor Vehicle Quality

Car not as booked, dirty, or with mechanical issues

Deposit Not Returned

Security deposit withheld without valid reason

Laws That Protect You

Consumer Rights Act 2015

Car rental services must be performed with reasonable care and skill. Vehicles must be of satisfactory quality.

Section 9Section 49

Consumer Contracts Regulations 2013

Protection for bookings made online including pre-contractual information requirements.

Tips for Avis Complaints

Photograph the car from all angles (including the roof and underside) at pickup AND return
Record a video walkround with timestamp before driving away
Check the rental agreement carefully for insurance excess and fuel policy
Never accept pressure to buy additional insurance at the counter
Get the return inspection done in your presence and request a signed condition report

If Avis Doesn't Respond

1
Customer Service
Allow 14 days
Contact the rental company's customer service team with evidence
2
Formal Written Complaint
Send a formal complaint citing the Consumer Rights Act and attaching photographic evidence
3
BVRLA
If the company is a BVRLA member, escalate through their conciliation service
Visit website
4
Chargeback / Section 75
Dispute charges with your credit card provider
5
Small Claims Court
File a claim for unfair charges via Money Claims Online
Visit website

Contact Emails

customerservice@avis.co.uk

Customer Service

complaints@avis.co.uk

Complaints

Expected Response Time

14 days

Car rental companies should respond within 14 days. Keep all photographic evidence and the rental agreement.

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Frequently Asked Questions

Other Car-rental Companies

Enterprise Rent-A-Car

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Avis or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.