Record Go complaints: form, deadlines and deposit

Record Go complaints: official channels

For Spain, the company is RECORD GO ALQUILER VACACIONAL, S.A., tax ID A12584470, based in Castellón de la Plana. Record Go also operates in Portugal, Italy and Greece through other companies; if you hired there, choose that country on the form.

We found no dedicated complaints email address on Record Go's official pages. Be wary of "complaints phone numbers" published on other websites: use the channels above and, if the damage report you receive gives a customer service address, reply to that.

What your complaint should include, and when Record Go must reply

According to its procedure for raising and resolving complaints and claims, your complaint should include:

• Your full name, ID or passport number and home address (and those of your representative, if you have one).
• A clear explanation of the reason for the complaint and what you are asking for.
• The office where it happened and your contract or booking number.
• Your evidence, attached.

After that, according to the same procedure:

• If information is missing, Record Go can ask you to complete it within a maximum of 15 working days; if you don't, it closes the complaint without processing it.
• It must complete the complaint within a maximum of one month from when you raised it with customer service, with a justified decision.
• It must communicate the decision within 10 days of making it, ideally by email.

How Record Go handles damage and cleaning

Record Go's general terms and conditions describe the procedure:

• Damage report: after the return, Record Go sends a report with the details of the costs, how they were calculated and the justification for the damage.
• 14 days to dispute: if you disagree, you can send your arguments by email to its customer service and claims department within 14 days. If no agreement is reached, you can take your claim to the consumer authority or the courts.
• Special cleaning: €75 (for example mud or soil, animal hair, sand, rubbish, cigarette butts or ash) or €150 (for example cement or plaster residue, or other more serious soiling).
• Smoking: if the car smells of tobacco smoke, Record Go applies a penalty to cover processing, special cleaning and the time the car is off the road.

How to dispute a Record Go damage charge

1. Note the 14-day deadline from when you receive the damage report.
2. Ask for anything missing: if the report doesn't detail the costs, how they were calculated or the justification for the damage, ask for it in writing, because its terms say the report must include it.
3. Compare with your evidence: photos or video from pick-up and return, the contract and any damage recorded. See our guide to disputing hire car damage.
4. Check the amount against the excess for your car group and your cover (see below).
5. Send your arguments through the channel given in the report, or the official form, with your documents. You can start from our complaint letter template.

Pre-authorisation, excess and cover

Record Go's terms include a table by car group with the excess and the pre-authorisation (the amount blocked on your card). For example, for the MINI group (MBMR) they list an excess and a pre-authorisation of €1,100 with the basic cover, and a €0 excess with its Total Comfort Cover. Check the row for your group in your contract.

On releasing the pre-authorisation, its terms warn that, depending on the bank that issued your card, the release can take up to 30 calendar days after the end of the rental contract to show on your statement. If it is still blocked after that, ask Record Go for written confirmation and see our guides to card holds that aren't released and to the deposit.

If you bought separate cover (from the booking site, an insurer or your card), you usually pay the hire company and then claim from your insurer. Our guide to being charged the excess explains how.

Fuel at Record Go: keep the receipt

Record Go applies a full-full fuel policy, with specific rules worth knowing:

• For the car to count as returned with a full tank, you must show a receipt from a petrol station no more than 10 km from the return office (its English terms say "from the airport"; the Spanish version says the return office).
• The fuel level is measured in eighths of the tank.
• If you don't return it full, Record Go charges a €24 refuelling fee on top of the missing fuel.

If you are charged for fuel after returning the car full, complain with that receipt and a photo of the fuel gauge.

If Record Go doesn't reply or rejects your complaint

• Consumer bodies in Spain: its own procedure and terms say you can go to the consumer authority or the courts if you disagree. Spain's Ministry of Consumer Affairs explains the official channels (in Spanish). Its terms also mention consumer arbitration; ask the regional consumer arbitration board whether it would take your case.
• Official complaint form: according to Spain's Ministry of Consumer Affairs, if a business has official complaint forms (hojas de reclamaciones) you have the right to ask for one, and it must give you a stamped copy. Record Go's procedure also accepts paper complaints at its offices.
• 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.

Record Go states in its terms that it belongs to Spain's national federation of car rental companies (FENEVAL) and follows its codes. Its contact page still links the EU online dispute resolution platform, which closed on 20 July 2025 (in Spanish).

How does Record Go 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 Record Go complaints

How long does Record Go take to reply to a complaint?

Its procedure sets a maximum of one month from when you raise it, and 10 days to communicate the decision.

How long does the Record Go pre-authorisation take to be released?

Its terms say that, depending on your bank, it can take up to 30 calendar days from the end of the contract to show on your statement.

I returned the car full and was charged for fuel. What can I do?

Complain with the receipt from a petrol station within 10 km, which its terms require to treat the tank as full, and a photo of the fuel gauge.

Is there a Record Go complaints email?

We found none on its official pages. Use the customer service form or a written complaint at an office, so there is a record.