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 aim to resolve your complaint as soon as possible, normally within three business days. At this point, if your complaint has been resolved, we will send you confirmation in writing.
Should the resolution of your complaint take a a bit longer to resolve or if it is not resolved within three business days, we'll send you an acknowledgement letter telling you when we hope to reach a decision. We aim to do this within 4 weeks. We will keep you updated on the progress of your complaint throughout the resolution process. lease note that we have up to eight weeks to complete this process.
Once the investigation is complete, we'll write to you with our complaint resolution (this is called a final response). This will either:
- 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 you aren't satisfied with our final response at this point, you can refer the matter to the UK Financial Ombudsman Service for independent arbitration. I you make a complaint your legal rights will not be affected.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567 / 0300 123 9123
Email: [email protected]
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