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 August 2016 - 31st December 2016
|
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 |
6,178 |
6,065 |
39% |
53% |
53% |
General admin /customer service |
0.92% |
|
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 August 2016 - 31st December 2016 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 web journey clearer and more effective for our customers. This includes improvements to our website for mobile and tablet users. An improved App has been launched to include a new Rescue Me function.
-
All our Patrols are now equipped with the most advanced battery testers in the UK.
-
Updating and reviewing our policy & breakdown extra terms and conditions to ensure they're clearer for our members.
-
Continuously reviewing our processes and systems to ensure that we're acting in the most efficient and prompt way for our members, including improved telephone support at point of breakdown and new text message alerts for members who hold Onward Travel cover.
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.