Help us to get it right

RAC has been trusted by customers since 1897. We pride ourselves on getting it right; however, we appreciate that sometimes things will go wrong. When this happens we want to hear about it so we can try to put things right.

What you can expect from us

Our dedicated customer service advisers will try to resolve your concerns as soon as possible, usually before the end of the next working day.

If this isn't possible we will contact you within 5 working days to explain what we are doing and when you can expect a resolution.

Within 8 weeks we will write to you either with a final response letter advising you of our findings, or an update on our investigations and confirmation of when we expect to be able to provide a final response, if appropriate.

Getting in touch with us

Please choose how you'd like to let us know about your concerns:

Online:

• For complaints concerning Breakdown, click here
• For complaints concerning Legal Services, click here
• For complaints concerning Membership, and anything else, click here

Telephone:

For concerns about a vehicle breakdown: 0800 731 1104

For concerns about anything else: 0844 891 3111

Email:

For a complaint about a breakdown:
breakdowncustomercare@rac.co.uk

For a complaint about the sale or administration of your RAC Membership: membershipcustomercare@rac.co.uk

Post:

If you want to write to us about a breakdown:

Breakdown Customer Care
RAC House
Brockhurst Crescent
Walsall
WS5 4QZ

If you want to write to us about anything else:

Membership Customer Care
RAC Motoring Services
Bradley Stoke
Bristol
BS32 4QN

If you remain unhappy

In certain circumstances, if you are unhappy with our final response or we do not issue you with a final response in writing within 8 weeks of you contacting us with your concerns, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). Details of your rights will be provided to you as appropriate in your case.

If you wish to refer your complaint to the FOS, this must be done within 6 months of our final response letter.

Here are their contact details:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

If your complaint is not one which the FOS can assist with, and it relates to our referral of your case to a firm of Solicitors you may be able to raise your complaint with the Claims Management Regulator (CMR). Details of which will be provided to you as appropriate to your case.

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

Telephone: 0845 450 6858

Email: info@claimsregulation.gov.uk

In our final response letter we will indicate whether in our view your complaint may be suitable for consideration by the FOS or CMR.