Hertz Conciliation Service

To direct you to the correct team, please indicate if your enquiry/complaint
is relating to a Hertz vehicle rental in the UK or another country in Europe
by selecting an option below.

Renting in the UK

British Vehicle Rental And Leasing Association (BVRLA) At Hertz UK, we are proud to offer our customers access to a range of additional services to fully satisfy and exceed their expectations. This is just one of the reasons we have received a number of prestigious awards for customer service.

On occasion, our high expectations are not met which results in negative customer feedback. Although we encourage all feedback, we prefer the positives, which is why we aim to resolve all negative feedback quickly and fairly in each case.

If a customer is still not satisfied an independent conciliation service is available for assistance and is open to all customers who have rented with us in the United Kingdom.

The BVRLA’s conciliation service is free to use for all Hertz UK customers and their decision is binding on Hertz. Customers are still free to pursue other avenues after the conciliation service, like court proceedings if they so wish.

This service is NOT available to customers who have booked a car through an intermediary, for example a rental broker or travel agent. This applies even if the vehicle is actually owned and operated by Hertz.

How can you complain?
The conciliation service may only be used after a complaint has been submitted to Hertz and a final decision has been made. If the customer is still not satisfied, Hertz will advise the customer of their right to refer the matter to the BVRLA conciliation service.

The customer can agree to have the complaint forwarded to the conciliation service by Hertz or can forward the complaint themselves by completing the Customer Complaint Form and sending it to complaint@bvrla.co.uk.

The conciliation service is operated by the British Vehicle Rental and Leasing Association (BVRLA) - www.bvrla.co.uk 

BVRLA
complaint@bvrla.co.uk

Download the BVRLA Customer Complaint Form

Renting in Europe

European Car Rental Conciliation Service (ECRCS) At Hertz, we are proud to offer our customers access to a range of additional services to fully satisfy and exceed their expectations. This is just one of the reasons we have received a number of prestigious awards for customer service.

On occasion, our high expectations are not met which results in negative customer feedback. Although we encourage all feedback, we prefer the positives, which is why we aim to resolve all negative feedback quickly and fairly in each case.

If a customer is still not satisfied, Hertz subscribes to an independent conciliation service which is available for assistance and is open to all customers who have rented outside of their home country.

The conciliation service is free to use for all Hertz customers and their decision is binding on Hertz. Customers are still free to pursue other avenues after the conciliation service, like court proceedings if they so wish.

This service is NOT available to customers who have booked a car through an intermediary, for example a rental broker or travel agent. This applies even if the vehicle is actually owned and operated by Hertz.

How can you complain?
The conciliation service may only be used after a complaint has been submitted to Hertz and a final decision has been made. If the customer is still not satisfied, Hertz will advise the customer of their right to refer the matter to the conciliation service.

The customer can agree to have the complaint forwarded to the conciliation service by Hertz or can forward the complaint themselves by completing the Customer Complaint form and sending it to complaint@ecrcs.eu.

The conciliation service is operated by the European Car Rental Conciliation Service (ECRCS).

ECRCS
complaint@ecrcs.eu

Download the ECRCS Customer Complaint Form