RAC Insurance complaints

We are committed to providing excellent service. However, we realise that there are occasions when you may feel you did not receive the service you expected. If you are unhappy with services relating to your RAC Insurance, please contact us using the contact details set out in your policy booklet.

Alternatively, if you would prefer, please complete and submit the online form below.

How our complaint process works

We will aim to resolve your complaint as soon as possible, normally within three business days, at which point we will  send you confirmation in writing that your complaint has been resolved.

Sometimes we will require a bit longer to resolve your complaint and in this case we will send you an acknowledgement letter telling you when we hope to reach a decision. We will keep you updated on the progress of your complaint and will write to you again after around four weeks to keep you advised of our progress.

Once resolution has been agreed we will write to you with our complaint decision (this is called a final response), it will either be to:

  • Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or;
  • If we do not uphold your complaint, we will explain our reasons for doing so

If at the end of the process you remain dissatisfied, you may, in the first instance contact the Financial Ombudsman Service.

The Financial Ombudsman Service can be reached via https://www.financial-ombudsman.org.uk/ or you can write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. 

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