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RAC

Complaints Data

The Financial Conduct Authority (FCA) requires us to publish regulated complaints data for RAC Motoring Services and RAC Insurance Limited.

For the period: 1st January to 30th June 2015 - all complaints fall under General Insurance & Pure Protection heading

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking 0 0 0 0
Home Finance 0 0 0 0
General Insurance & Protection:
RAC Motoring Services 3,341 3,872 95% 54%
RAC Insurance Limited 1,271 1,379 93% 36%
Decumulation, Life & Pensions 0 0 0 0
Investments 0 0 0 0

Putting this data into context:

For the period of 1st January to 30th June 2015 there were policies in force across the RAC companies covering:

  • Breakdown cover (personal and vehicle-based)
  • Car insurance (including motorbike, day, caravan and motor home)
  • Home insurance (buildings and contents)
  • Legal Expenses Insurance
  • Personal accident
  • Warranty

What we're doing for our members:

  • Updated and reviewed our policy terms and conditions to ensure they’re clearer for our members.
  • Improved our Breakdown Extra products, making exclusions clearer and improving the benefits, for example Key Replace now covers broken keys.
  • Continuously reviewing our processes and systems to ensure that we’re acting in the most efficient and prompt way for our members.
  • Greater understanding of our customers’ feedback and responding to their concerns through root cause analysis.
  • Improved our website to make the web journey clearer and more effective for our customers.
  • Focused more Patrol resource into areas of the country where demand is highest to ensure we are meeting our customers’ expectations.

We value your feedback:

We are always trying to improve our customer experience, products and service - that’s why we would like to hear from our members. If there is any feedback you would like to give, simply contact us.

Are you unhappy with our service?

Because we are always trying to improve our customer experience we would also like to hear from our members if they’re not satisfied. Doing this is easy - if you are unhappy with any aspect of our products or service, please contact us and tell us what the problem is. We’ll do everything we can to put things right.