Not upheld: disputed charges for vehicle damage and missing key complaint against Ald Automotive Limited

Decision detail

Summary

Ms M complained about £535 in charges applied by Ald Automotive Limited when she returned a hired car, disputing charges for scratches, chips, and a missing key. Ald maintained the charges were fair and in line with BVRLA guidelines, supported by inspection photographs and a signed delivery note recording two keys were supplied. The ombudsman reviewed the inspection photographs against BVRLA standards and found the scratches penetrated the paintwork and chips exceeded acceptable dimensions, making the charges reasonable. The signed delivery documentation provided sufficient evidence that two keys were originally supplied. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities standard where information was incomplete or contradictory. The inspection photographs demonstrated that scratches penetrated the paintwork beyond BVRLA acceptable limits (25mm surface scratches only) and chips exceeded the 3mm diameter threshold. The signed delivery note contemporaneously recorded two keys were supplied, which outweighed Ms M's later assertion that only one key was provided. The contract terms and BVRLA guidelines did not require Ald to reduce charges based on low mileage or good maintenance. The charges applied were reasonable and in line with industry standards.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website