Complaints Data

The FSA requires us to publish regulated complaints data for RAC Motoring Services / RAC Insurance Limited / RAC Financial Services Ltd.

Period covered: July to December 2011.
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 & Pure Protection:
RAC Motoring Services	676	719	99.7	34
RAC Financial Services Ltd	-	-	-	-
RAC Insurance limited	607	635	93	24
Decumulation, Life & Pensions	0	0	0	0
Investments	0	0	0	0

Putting this data into context:

For the period of 1 July 2011 to 31 December 2011 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

We listen to our Members:

What are doing to improve our products, services and customer experience?

• To make sure we give our members the best level of service we ask for two forms of ID
• Where policy cover starts at a future date we have changed our processes to provide our customers with ‘welcome pack’ information earlier
• Changes have been made to our website to improve clarity over the types of vehicle which may be excluded from cover
• Talk-type contact numbers for hearing impaired members is in the process of being added to our policy booklets

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