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How to Complain to Enterprise Rent-A-Car (UK)
Enterprise says a branch unable to resolve a concern will pass it to an Area Manager or regional head office, or you can use its customer service team or website contact option. It aims to give a response or decision within five working days. If it is not put right, you can take it to British Vehicle Rental and Leasing Association (BVRLA).
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Enterprise Rent-A-Car (UK)
How to Complain
Enterprise says a branch unable to resolve a concern will pass it to an Area Manager or regional head office, or you can use its customer service team or website contact option. It aims to give a response or decision within five working days. source
When You Can Escalate
If Enterprise's internal steps do not resolve the issue. Scheme: British Vehicle Rental and Leasing Association (BVRLA). source
Damage Charges
Ask for Evidence
If you are charged for damage, ask to see the evidence of the damage and how the repair cost was calculated before you escalate. Which? reported in July 2026 that 46% of people who paid damage charges said the damage was already there at pick-up. source
What the Company Must Prove
The company must show that the damage existed, was caused during your hire and that the repair cost is reasonable. Ask for the repair invoice. A 'loss of use' charge needs proof of actual loss, such as the repair time and that no replacement car was available. source
Unfair Charges
Unfair or unevidenced charges may be challenged under the Consumer Rights Act 2015. source
Check the Car at Pick-Up
Which? advises inspecting the car inside and out at pick-up, photographing any damage and reporting it to the rep straight away, asking for an inspection at return, and photographing the signed damage report. source
Card Holds
A pre-authorisation hold on your card should be released promptly if there is no damage. One guide says most are released within 7 to 21 days. If a hold is turned into a charge without justification, dispute it with your card issuer. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 daysWrite to the company about a damage chargeWithin 14 days of the charge notice, if you can
- 8 weeksWait before going to the BVRLAUsually about 8 weeks
- 7 to 21 daysCard pre-authorisation hold releasedUsually within 7 to 21 days if there is no damage
- 59 minutesLate pick-up or returnSome firms allow only 59 minutes late for pick-up and 29 minutes for return
- £100 to £30,000Section 75 card claimCredit card payments over £100 and up to £30,000
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Enterprise Rent-A-Car (UK) in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to British Vehicle Rental and Leasing Association (BVRLA).
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Enterprise Rent-A-Car (UK) Complaints
Always start here, in writing.
British Vehicle Rental and Leasing Association (BVRLA)
Once Enterprise Rent-A-Car (UK) has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Enterprise says the BVRLA offers an independent conciliation service.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to Enterprise Rent-A-Car (UK). This guide uses information published by Enterprise Rent-A-Car (UK) and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- enterprise.co.uk/en/help/customer-complaints-procedure.html Checked 4 October 2026
- which.co.uk/reviews/car-hire/article/car-hire-advice/car-hire-scams-auABy0O5rX7M Checked 12 October 2026
- civilhelp.co.uk/travel-consumer/car-hire-disputes Checked 12 October 2026