OK Mobility complaints: phone, form and deposit

OK Mobility complaints: official channels

The company in its Spanish legal notice is OK MOBILITY ESPAÑA S.L.U., part of OK Mobility Group, tax ID B57334609, registered in Palma de Mallorca. If you hired in another country, OK Mobility publishes customer service numbers by country and separate conditions for each destination; check the ones for your hire.

Damage: the annex is the key

• The annex: its conditions refer to an annex to the contract that lists all possible damage and losses and the related charges. Ask for a copy and compare the part and the amount you were charged.
• Exclusions: under section 9.3, none of its cover options include damage to structural elements, the undercarriage, or interior and exterior equipment.
• Out-of-hours returns: if you return the car outside the branch's opening hours, photograph and film it in detail when you leave it.

How to dispute an OK Mobility damage charge

1. Open a request on the form and keep the case number they send you.
2. Ask for the annex and the damage documents: where the damage is, when it was found, and images.
3. Gather your evidence: the contract, and photos or videos from pick-up and return. See our guide to disputing hire car damage.
4. Explain what you dispute and what you want, with your documents attached. You can start from our complaint letter template.
5. Keep the messages and the case number.

Excess and deposit: a hold on a credit card

According to section 9.2 of its conditions:

• A hold is placed on your card regardless of the cover you take, for an amount that depends on the car group (groups 1 to 4).
• A physical credit card is always required for the excess hold. If the hold can't be made, OK Mobility can refuse the rental.
• Once the contract has ended and the checks are done, if there are no issues, the amount is released. How long that takes depends on the bank that issued your card.

If it is still blocked after a few days, open a request asking for confirmation of the release, and see our guides to card holds that aren't released and to the deposit.

Fuel: check the tank before you leave

Depending on your rate, OK Mobility applies one of these options (section 15):

• Full/Refund: you pay for a full tank at pick-up and, at the return, it refunds the fuel left according to the eighths on the gauge, minus refuelling handling costs.
• Full/Full: you get the car full and must return it full. If you don't, you pay handling costs plus the fuel needed to fill the tank.

Important: with Full/Full, its conditions say that if the tank isn't full at pick-up you can ask for it to be filled then, and that if you don't raise it at that moment, you are taken to have accepted it. Check the gauge before you drive off and photograph it.

Fines and cleaning

• Fines: you pay any fines from your rental period. On top of that, OK Mobility can charge up to €25 in administrative costs for each case it handles with the authorities. Check that the offence falls within your rental period.
• Cleaning: if the car needs extraordinary cleaning, an additional cleaning fee is charged. Ask for it to be justified.

If OK Mobility doesn't reply or rejects your complaint

• Consumer bodies in Spain: contact the local or regional consumer office. Spain's Ministry of Consumer Affairs explains the official channels (in Spanish). Attach the official complaint form, if you filled one in, and your messages with the case number.
• Arbitration: its conditions submit disputes to the Transport Arbitration Boards and the courts, except consumer matters, which follow their own rules. Ask a consumer office which arbitration route applies to your case.
• If you live in the EU, Iceland or Norway: the European Consumer Centre in your own country can help with a dispute with a trader in another of these countries. If you live in the UK, the UK International Consumer Centre can help.
• Your card issuer: if your card was charged an amount that was not fixed when you authorised the guarantee, and it is more than you could reasonably have expected, you may be able to ask your card issuer for a refund within eight weeks of the charge. This comes from articles 76 and 77 of the EU Payment Services Directive and, for UK cards, regulations 79 and 80 of the Payment Services Regulations 2017.

How does OK Mobility compare with other companies? See our comparison of ten car hire companies in Spain: deposits, deadlines to dispute damage, fuel and conciliation.

Common questions about OK Mobility complaints

What is OK Mobility's complaints phone number?

For customer service in Spain, OK Mobility lists +34 871 055 331, and asks you to have the ticket number from the online form first. +34 871 055 312 is for bookings.

Can I ask OK Mobility for an official complaint form?

Yes. Its conditions say all its facilities have official complaint forms and staff will give you one on request.

Can I hire with a debit card?

Its conditions require a physical credit card for the excess hold, whatever cover you take.

How long does OK Mobility take to release the deposit?

Its conditions don't set a number of days: the hold is released once the contract has ended and the car has been checked without issues, and the timing depends on your bank.