Help us to get it right

COVID-19 update: We’re following the latest government advice, so we can keep our colleagues safe while continuing to support you. This means it could take a bit longer than usual for us to respond to you. We appreciate your patience during this time. 

If you’d like to make a complaint, please contact us online wherever possible. We ask that you don’t post anything to us – unless you need to post any documents to use (for example, quotes or receipts).

What you can expect from us

Our dedicated customer service advisers will try to resolve your concerns as soon as possible, usually before the end of the next working day.

If this isn't possible we will contact you within 5 working days to explain what we are doing and when you can expect a resolution.

Within 8 weeks we will call or write to you either with a final response advising you of our findings, or an update on our investigations and confirmation of when we expect to be able to provide a final response, if appropriate.

Getting in touch with us

Please choose how you'd like to let us know about your concerns:

Online Enquiries:

  • If you need help with a general enquiry, please get in touch.
  • If you would like to submit any praise or commendations, please get in touch.

Online Complaints:

  • For complaints concerning your Breakdown Membership, click here
  • For complaints concerning Legal Services, click here
  • For complaints concerning Membership, click here
  • For complaints concerning Business cover, click here
  • For complaints concerning Insurance cover, click here

Telephone:

If you need to speak to us, we’re still here to help.

For concerns about your Breakdown Membership: 0330 159 0360

For concerns about Business cover: 0330 159 1441

For concerns about your Insurance cover, please see your policy booklet for the appropriate telephone number.

Post:

If you want to write to us about a breakdown:

Breakdown Customer Care
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN

If you want to write to us about anything else:

Membership Customer Care
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN

If you want to write to us about Business cover:

RAC Motoring Services
SME Business Team - Feedback
RAC House
Thomas Street
Stretford
Manchester
M32 0HX

If you remain unhappy

In certain circumstances, if you are unhappy with our final response or we do not issue you with a final response in writing within 8 weeks of you contacting us with your concerns, you may be able to refer your complaint to the Financial Ombudsman Service. Details of your rights will be provided to you as appropriate in your case.

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]

Alternative Dispute Resolution

If you’ve been in touch and are unhappy with our decision, please let us know.

If you remain unhappy with our final decision, we’re legally required to make you aware of an independent alternative dispute resolution (ADR) scheme certified by the Chartered Trading Standards Institute (CTSI). For example, the National Conciliation Service.

However, please note that the RAC doesn’t currently subscribe to the National Conciliation Service or any other ADR scheme. This is because we always aim to resolve complaints courteously with our customers directly. For this reason, they won’t be able to look into your concerns or engage with us on your behalf.

Online Dispute Resolution

A dispute relating to goods or services sold online can also be submitted to the European Commission Online Dispute Resolution Service (“ODR”) via their website: http://ec.europa.eu/consumers/odr/. The ODR is a platform which helps customers who have purchased goods or services online in the EU if a dispute arises. The ODR platform will send your complaint to a certified Alternative Dispute Resolution provider who works with the parties to solve the problem. For qualifying financial services products purchased in the UK this will be the UK’s Financial Ombudsman Service, and RAC does work with the Financial Ombudsman Service in connection with qualifying financial services products purchased in the UK.

If your complaint is not one which the Financial Ombudsman Service can assist with, and it relates to our referral of your case to a firm of Solicitors you may be able to raise your complaint with the Legal Ombudsman. Details of which will be provided to you as appropriate to your case.

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333

Email: [email protected]

In our final response letter we will indicate whether in our view your complaint may be suitable for consideration by the Financial Ombudsman Service or Legal Ombudsman.

Complaints Data

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.