How to complain

We’re here to listen

  What you can 
expect from us

We pride ourselves on doing our best to give you a great service – but sometimes things go wrong. If you’d like to complain, our dedicated customer service advisers will try to resolve your concerns as soon as possible.

Our response times:

  • You’ll usually get a response before the end of the next working day.
  • If this isn’t possible, we’ll contact you within 5 working days to explain we’re investigating your complaint, and when you can expect a resolution.
  • We’ll always aim to resolve your complaint quickly. But if further information or investigation is required, it may take longer. If we’re unable to resolve it within 8 weeks, we’ll give you another update on the progress of your complaint. We’ll also provide an estimate for when you’ll get a final response, if appropriate.


 
  How to 
get in touch

We appreciate your feedback – online, through the post or on the phone.



To complain about a breakdown experience, please write to:

Breakdown Customer Care
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN

To complain about anything relating to your membership, please write to:

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

To complain about business cover, please write to:

RAC Motoring Services
SME Business Team - Feedback
RAC House
Thomas Street
Stretford
Manchester
M32 0HX

To complain about anything legal helpline-related, please write to:

Legal Customer Care
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN

To complain about your van, home or black box insurance, please write to:

RAC Insurance Customer Relations Team
Europa House
Midland Way
Thornbury
Bristol
BS35 2JX

To complain about your standard motor insurance, please write to:

The Customer Relations Manager
RAC Insurance
Fusion House
Bretton Way
Peterborough
PE3 8BG


Breakdown-related experience
Please call us on 0333 202 1877.

Membership experience
Please call us on 0330 159 0360.

Legal & accident care services
Please call us on 0330 159 0610.

Business breakdown and membership
Please call us on 0333 202 1877.

Van insurance
Please call us on 0333 070 2663.

Black box insurance
Please call us on 0333 070 2563.

Home insurance
Please call us on 0333 070 2669.

Standard motor insurance
Please call us on 0330 159 1031.

Breakdown, membership and business lines open Monday to Friday – 09:00 to 16:00.

Van, home or black box insurance lines open Monday to Friday – 09:00 to 18:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00.

Standard motor insurance lines open Monday to Friday – 08:00 to 20:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00.

03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.


If you're still unhappy


If you aren’t happy with our final response, or if you don’t get a final response in writing within 8 weeks of first making your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Details of your rights will be provided to you as appropriate.

Financial Ombudsman service

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

Here are their contact details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR


Telephone: 0300 123 9123

Email: [email protected]

Alternative Dispute Resolution

If you’ve been in touch and are unhappy with our decision, please let us know.

If you remain unhappy with our final decision, we’re legally required to make you aware of an independent alternative dispute resolution (ADR) scheme certified by the Chartered Trading Standards Institute (CTSI). For example, the National Conciliation Service.

However, please note that the RAC doesn’t currently subscribe to the National Conciliation Service or any other ADR scheme. This is because we always aim to resolve complaints courteously with our customers directly. For this reason, they won’t be able to look into your concerns or engage with us on your behalf.

Complaints Data
The Financial Conduct Authority (FCA) requires us to publish regulated complaints data for RAC Motoring Services, RAC Financial Services Limited and RAC Insurance Limited. To see this information, please click here.