Should be reported

3.2 / 5
58% of users recommend this
  • Customer Service

  • Value For Money

niallcook's review of Auto Europe Car Hire -


“Should be reported”

Written on: 28/03/2016 by niallcook (1 review written)

Auto Europe UK sell what they call a "Refundable Excess" insurance product (their T&Cs say it's not insurance, so they can avoid being regulated by the Financial Conduct Authority in the UK). In the event of a claim, they list amongst the information they require a "police report" (if the damage amounts to more than €300). Despite providing them with all the information they request, as well as a UK Crime Reference Number and copies of all email correspondence with the local police, they refuse to even open a case because I haven't provided a "police report" (the incident happened in a private car park with no witnesses and the damage wasn't noticed until the following day).

Reading other reviews of this company online, it's clear that this requirement is purely there to allow them to deny legitimate claims that do not include this so-called "police report" (their customer service team are now insisting I waste police time asking for this – this is the same customer service team that doesn't even know what a Crime Reference Number is!).

I recommend that anyone in the UK who finds themselves in the same situation reports THEM to their local Trading Standards office, the Financial Conduct Authority, and initiates a claim against them in the small claims court under the Unfair Contract Terms Act 1977.

Avoid this outfit at ALL costs.

  • March 2016

    Date of hire (month/year)

  • Norwich, United Kingdom

    Country & City of hire

Heidelinde's Response to niallcook's Review

Written on: 09/06/2016

I have the same bad experiences with Auto Europe and would be interesting to know where I report them. I am living in Austria but booked on their German website. Any ideas?

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