What you can expect from us
We pride ourselves on doing our best to give you a great service – but sometimes things go wrong. If you’d like to complain, our dedicated Customer Care Experts will try to resolve your concerns as soon as possible.
Our response times:
- We’ll contact you within 5 working days to explain we’re investigating your complaint, and when you can expect a resolution.
- We’ll always aim to resolve your complaint quickly. But if further information or investigation is required, it may take longer. If we’re unable to resolve it within 8 weeks, we’ll give you another update on the progress of your complaint. We’ll also provide an estimate for when you’ll get a final response, if appropriate.
RAC member for 6 years
"I had an issue with a continuous payment on my account and the chap that dealt with it was highly efficient and really understanding. He was polite, prompt and sorted the problem for me really efficiently."
How to get in touch online
UK breakdown complaints
For issues with your breakdown, service experience, or cost such as callout fees, towing, or repairs. If you've broken down and need to report your breakdown please call 0333 2000 999.
Mobile mechanic complaints
For concerns with an RAC Mobile Mechanic booking - including the repair, visit or payment.
Membership complaints
For questions or problems with your breakdown policy, such as buying, renewing, or paying for it.
European breakdown complaints
For breakdown service problems while driving in Europe, including how help was provided and any charges.
RAC Insurance complaints
For issues with your insurance, like buying the policy, payments, renewals, or anything else.
Legal helpline complaints
for concerns about the legal advice you received over the phone.
Other ways to get in touch
To complain about a breakdown experience, a European breakdown experience, anything relating to your membership or a Mobile Mechanic experience, please write to:
Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
To complain about business cover, please write to:
RAC Motoring Services, SME Business Team - Feedback, RAC House, Thomas Street, Stretford, Manchester, M32 0HX
To complain about anything legal helpline-related, please write to:
Legal Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
To complain about your home or black box insurance (purchased before the 26/03/25), please write to:
RAC Insurance Customer Relations Team, Regus, Almondsbury Business Park, Redwood House, Brotherswood Court, Bristol, BS32 4QW
To complain about your black box insurance (purchased after the 04/06/25), you can do so via the RAC Black Box app.
To complain about your standard or online car insurance or van insurance, please write to:
The Customer Relations Manager, RAC Insurance, Fusion House, Bretton Way, Peterborough, PE3 8BG
The quickest way to make a complaint is online. Prefer to call? See details below.
Breakdown complaints
Please call us on 0333 202 1877
Membership complaints
Please call us on 0330 159 0360
Mobile Mechanic complaints
Please call us on 0333 202 1877
European breakdown complaints
Please call us on 0333 202 1877
Legal & accident complaints
Please call us on 0330 159 0610
Business membership complaints
Please call us on 0330 159 0975
Car insurance (standard) complaints
Please call us on 0330 159 1031
Online car insurance complaints
Please submit via Web chat once logged into
My Account.
Black box insurance complaints (for policies purchased before the 26/03/25)
Please call us on 0333 070 2563
Black box insurance complaints (for policies purchased after the 04/06/25)
Please start a chat in your RAC Black Box app
Home insurance complaints
Please call us on 0333 070 2669
Breakdown, membership and business lines open Monday to Friday – 09:00 to 14:00.
Van, home or black box insurance lines open Monday to Friday – 09:00 to 18:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00.
Standard motor insurance lines open Monday to Friday – 08:00 to 20:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00.
03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.
To complain about a breakdown experience, a European breakdown experience, anything relating to your membership or a Mobile Mechanic experience, please write to:
Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
To complain about business cover, please write to:
RAC Motoring Services, SME Business Team - Feedback, RAC House, Thomas Street, Stretford, Manchester, M32 0HX
To complain about anything legal helpline-related, please write to:
Legal Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
To complain about your home or black box insurance (purchased before the 26/03/25), please write to:
RAC Insurance Customer Relations Team, Regus, Almondsbury Business Park, Redwood House, Brotherswood Court, Bristol, BS32 4QW
To complain about your black box insurance (purchased after the 04/06/25), you can do so via the RAC Black Box app.
To complain about your standard or online car insurance or van insurance, please write to:
The Customer Relations Manager, RAC Insurance, Fusion House, Bretton Way, Peterborough, PE3 8BG
RAC member for 4 years
"We had a slight problem but customer service quickly sorted it out. They were very good."
If you're still unhappy
If you aren’t happy with our final response, or if you don’t get a final response in writing within 8 weeks of first making your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Details of your rights will be provided to you as appropriate.
If you wish to refer your complaint to the Financial Ombudsman Service, this must be done within 6 months of our final response letter.
Here are their contact details:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9123
Email: [email protected]
If you’ve been in touch and are unhappy with our decision, please let us know.
If you remain unhappy with our final decision, you may be entitled to an Alternative Dispute Resolution (ADR) provider. We've subscribed to the National Conciliation Service (NCS) as they specialise in automotive dispute resolution.
If you are eligible, we'll let you know as part of your outcome, along with the contact details for NCS.
The Financial Conduct Authority (FCA) requires us to publish regulated complaints data for RAC Motoring Services, RAC Financial Services Limited and RAC Insurance Limited. To see this information, please click here.