I spent nearly 2 hours calling the 0800 731 1104 number several times yesterday and on one call held on for 40 minutes listening to "the very next manager..." I tried again for 15 minutes today - same message.
I have complained via my insurance company about the poor service from the RAC. If the RAC is receiving such high levels of calls on their complaints line that they cannot answer within 40 minutes then that ought to be a red flag to the insurance company. The point is that it is the insurance company's brand that gets compromised when they outsource part of their service and that service supplier performs poorly. They seem to have taken it on board and I hope the suggestion that THEY try calling the complaint line is followed up.
Maybe this is the only way. If breakdown cover is part of your insurance policy and you have a complaint - complain to your insurance company.