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.

Firm Name: RAC Motoring Services

Other firms included in this report: RAC Financial Services Limited & RAC Insurance Limited

Period covered in this report: 1st July 2018 - 31st December 2018

Product / Service Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened Percentage of complaints against policies in force
Banking and credit cards 0 0 0 0 0 0 0
Home finance 0 0 0 0 0 0 0
Insurance and pure protection 8,317 7,165 24% 70% 46.09% General admin  /customer service 1.15%
Decumulation and pensions 0 0 0 0 0 0 0
Investments 0 0 0 0 0 0 0
Credit related 0 0 0 0 0 0 0

Putting this data into context:

For the period of 1st July 2018 - 31st December 2018 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

What we're doing for our members:

  • Improving our website to make the customer journey and purchase clearer and easier.
  • A focus on ensuring breakdowns are attended by our branded patrols wherever possible and when contractors do attend, members experience the same level of service.
  • Updating and reviewing our policy & breakdown extra terms and conditions to ensure they're clearer for our members.
  • Continuously reviewing our products, processes and systems to ensure that we're market-leading and keeping our members’ needs at the heart of all we do.

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.