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: July - December 2013 - 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 2,077 2,015 99% 49%
RAC Insurance Limited 501 534 86% 17%
Decumulation, Life & Pensions 0 0 0 0
Investments 0 0 0 0

Putting this data into context:

For the period of 1 July to 31 December 2013 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:

  • Invested in our patrols by training them in the latest diagnostic software and tools – enabling our Patrols to fix more vehicles at the roadside – ensuring that we don’t just tow our members to a garage, we bring the garage to them.
  • Invested in delivering a more efficient service to members by increasing the number of patrols available and looking at all solutions to enable the quickest service to our members
  • Implemented new systems to centralise and streamline our existing processes for managing our valued members’ complaints and enquiries.
  • Created dedicated, well trained teams to handle all our members’ complaints and enquiries throughout our business, ensuring questions are answered efficiently and consistently in line with our core values.
  • Taken advantage of technology to capture our members’ comments and recommendations so we can ensure we’re acting in their best interests and at all times supporting them as the Motorist’s Champion.
  • Updated and reviewed our policy terms and conditions to ensure they’re clearer for our members.
  • Continuously reviewing processes and systems to ensure that we are tracking and handling complaints quickly and efficiently.
  • Introduced a new product suite to ensure that we are providing the best proposition compatible with our vision of being the Motorists Champion.

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.

RAC products and services:

Breakdown cover:

  • UK Breakdown cover
  • Euro breakdown cover
  • Business cover
  • Motorbike cover
  • Fuel patrol
  • Horse trailer assistance
  • Blue badge cover

Insurance:

  • Car insurance
  • Home insurance
  • Motorbike insurance
  • Caravan insurance
  • Classic car insurance
  • Day insurance
  • Motorhome insurance

Other products:

  • Legal Services
  • Vehicle Warranty
  • Personal Accident
  • Onward Travel