We set up the RAC Approved Dealer network to help you find a used car you can trust, at a fair price. And to make sure our approved dealers meet the high standards we demand, we audit every dealer 6 times a year.
For added peace of mind, we also offer a service to help customers resolve any disputes. So, if you’re unhappy with your experience with an RAC Approved Dealer, we’re here to help get it sorted.
Our Alternative Dispute Resolution (ADR) service is completely impartial. And it’s been fully approved by the Chartered Trading Standards Institute (CTSI).
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How do I make a complaint?
If you’re unhappy with the service you received from an approved dealer, or with a product you purchased from them, here’s what to do:
Step 1. Contact the dealer with your complaint
Please contact them in the first instance to give them the chance to resolve the matter for you. You should explain your concerns in detail and let them know what you’re looking for them to do to resolve your complaint. Once you’ve raised your concerns with them, they have up to 8 weeks to confirm their final position to you.
Step 2. Decide whether to escalate the complaint
If you still feel they haven’t resolved the issue, or if you haven’t received a response from them after 8 weeks, you can turn to our ADR service. The service is completely impartial and free to use, and has been approved by the Chartered Trading Standards Institute. It can assist with disputes that may arise between a consumer and one of our approved dealers. For more information on our ADR service, please see the
RAC Used Vehicle Code of Practice.
Step 3. Send us a dealer enquiry form
To contact us please download, print and fill out the enquiry form. Once completed you can post or email it to us using the information below. You should include:
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The full details of your complaint.
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Confirmation of what you’re expecting from the approved dealer to resolve your claim against them.
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Copies of all invoices and supporting evidence that you’d like us to consider, including a copy of their final response to you.
Please see our
Scheme Rules for further information. You can obtain legal advice or be represented by a third party if you wish.
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