Car hire damage complaint letter template

What you need to prepare the letter

Gather the contract, the damage notice, proof of the charge and any document about the condition of the car. Check the name of the company you hired from; the website where you booked may be a broker.

If you do not yet know which damage you are being blamed for or how the amount was worked out, ask for that information first. The guide to reviewing a damage charge helps you identify the right questions.

Free damage complaint letter template

The text below is a starting point. It is not an assessment of your case or an official complaint form. Send your contract details through a private channel of the company, not in a public review.

Subject: Complaint about a damage charge on hire [reference]

For the attention of [company you hired from]:

I am writing about the hire from [pick-up date] to [return date], at [branch or location].

On [date] I received [the notice / the charge / the deduction] of [amount and currency] for [description of the damage]. I disagree with [the whole charge / the specific item or amount] because of the following facts:

1. [Explain what happened and which document shows it.]
2. [Add any other relevant point of disagreement.]

I attach [list of documents]. In particular, [document and the relevant part of it] shows [fact you can prove].

I request a refund of [the amount and currency you dispute, less any refund already received], for the reasons set out above.

To clarify the charge, I also request a copy of the pick-up and return reports, the photographs used to attribute the damage to me, the inspection date, and the breakdown of the amount with its supporting documents and the contract terms applied.

Please reply in writing, addressing these facts and the documents attached.

[Name]
[Contact details]
[Date]

If there is no final charge yet, or you have no basis for asking for a specific amount, replace the refund request with a request for clarification and documents. Do not present an estimated amount as a confirmed charge.

If the company is in Spain and its customer service works in Spanish, you can also send the Spanish version of this template (.txt). Keep the facts, amounts and documents identical in both languages.

How to turn the template into a specific complaint

If the damage was already there when you picked up the car

Identify the report or photo and the exact area. Explain why you believe it is the same damage. If the image does not let you confirm it, say so and ask for a comparison.

If the problem is the amount

Separate the items: repair, handling fee or other costs. Say which amount you dispute and why you cannot check how it is justified. Do not confuse the full deposit with the damage charge.

If you have no photos or the return report is missing

Do not write that the car was documented "with no damage" if you cannot prove it. Explain what you know, attach the documents you have and ask for the ones that are missing. A clear letter can also admit uncertainty.

Where and how to send the complaint

Find the official customer service channel of the company named in your contract. Keep the text you sent, the attachments and the proof or confirmation of sending. Spain's Ministry of Consumer Affairs recommends complaining to the company first (in Spanish) and explains the channels that come after.

The routes available afterwards depend on where the company is and where you live: the European Consumer Centre in your own country if you live in the EU, Iceland or Norway, or the UK International Consumer Centre if you live in the UK. This template does not set a universal deadline or guarantee a refund.

What does a complaint prepared with your documents add?

The template gives you the structure. To use it, you need to decide which facts are supported, which amount is still outstanding and which documents contradict or explain the charge. ReclamaHoy helps you connect that information and, when there is money left to recover, offers a full analysis that includes a personalised complaint if it recommends complaining.

Check your documents for free before you decide. You can also see a fictional example of the full report.

Common questions

Do I have to cite laws in the letter?

Do not invent articles or copy them from a case involving another country or contract. This template focuses on facts, documents and a specific request. Any legal argument needs checking to make sure it applies to your situation.

Does it work for a deposit that has not been returned?

If the deduction is for damage, you can adapt the text. If there is only a block on your card, start by confirming its status and see the guide to getting your deposit back.