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 2021 - 31st December 2021

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 7,209 6,583 20% 74% 42% General admin  / customer service 0.84%
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 2021 - 31st December 2021 there were policies in force across the RAC companies covering:

  • Breakdown cover (personal and vehicle-based & European)
  • Car insurance (including Black Box, Electric, Pay by Mile, Van, Motorbike)
  • Home insurance (buildings and contents)
  • Travel insurance
  • Legal Expenses Insurance

What we're doing for our members:

  • We’re continually reviewing our products and services to ensure they remain market leading, and offer our members complete peace of mind – whatever their driving needs
  • We’re always continuing to improve our service at the roadside, particularly ensuring our members are kept fully informed at every point of the breakdown journey
  • We continue to invest in technology and service innovation to meet the needs of our members at the roadside and respond to changes in vehicle technology
  • We’re evolving our processes and procedures to support our vulnerable customers
  • We’re also reviewing and updating our complaint handling process and procedures to ensure we always meet our members’ expectations

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.