What you can expect from us
We pride ourselves on doing our best to give you a great service – but sometimes things go wrong. If you’d like to complain, our dedicated customer service advisers will try to resolve your concerns as soon as possible.
Our response times:
- You’ll usually get a response before the end of the next working day.
- If this isn’t possible, we’ll contact you within 5 working days to explain we’re investigating your complaint, and when you can expect a resolution.
- We’ll always aim to resolve your complaint quickly. But if further information or investigation is required, it may take longer. If we’re unable to resolve it within 8 weeks, we’ll give you another update on the progress of your complaint. We’ll also provide an estimate for when you’ll get a final response, if appropriate.
We appreciate your feedback – online, through the post or on the phone. Use the sections below to find out how to complain.
Representing another person
If you are representing another person in a breakdown related complaint please complete this form.
Talk to someone
To speak to someone over the phone, please call
Breakdown, membership and business lines open Monday to Friday – 09:00 to 16:00
0333 202 1877
By post
To complain about a breakdown experience, please write to:
Breakdown Customer Care
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN
I am the complainant
To complain about anything relating to our legal or accident care services, please complete this form.
Representing another person
If you are representing another person in a Legal-helpline related complaint please complete this form.
Talk to someone
To speak to someone over the phone, please call
0330 159 0610
By post
To complain about anything legal helpline-related, please write to:
Legal Customer Care
RAC Motoring Services
Great Park Road
Bradley Stoke
Bristol
BS32 4QN
Talk to someone
To speak to someone over the phone, please call
Breakdown, membership and business lines open Monday to Friday – 09:00 to 16:00
0333 202 1877
By post
To complain about a breakdown experience, please write to:
RAC Motoring Services
SME Business Team - Feedback
RAC House
Thomas Street
Stretford
Manchester
M32 0HX
Submit online
Submit an insurance related complaint directly to our dedicated team using our online form.
Talk to someone
To speak to someone over the phone, please call
Standard motor insurance lines open Monday to Friday – 08:00 to 20:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00
0330 159 1031
By post
To complain about your standard motor insurance, please write to:
The Customer Relations Manager
RAC Insurance
Fusion House
Bretton Way
Peterborough
PE3 8BG
Submit online
Submit a van iinsurance related complaint directly to our dedicated team using our online form.
Talk to someone
To speak to someone over the phone, please call
Van insurance lines open Monday to Friday – 09:00 to 18:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00
0333 070 2663
By post
To complain about your van, home or black box insurance, please write to:
RAC Insurance Customer Relations Team
Europa House
Midland Way
Thornbury
Bristol
BS35 2JX
Submit online
Submit a home insurance related complaint directly to our dedicated team using our online form.
Talk to someone
To speak to someone over the phone, please call
Home insurance lines open Monday to Friday – 09:00 to 18:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00
0333 070 2669
By post
To complain about your van, home or black box insurance, please write to:
RAC Insurance Customer Relations Team
Europa House
Midland Way
Thornbury
Bristol
BS35 2JX
Submit online
Submit a black box car insurance related complaint directly to our dedicated team using our online form.
Talk to someone
To speak to someone over the phone, please call
Home insurance lines open Monday to Friday – 09:00 to 18:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00
0333 070 2563
By post
To complain about your van, home or black box insurance, please write to:
RAC Insurance Customer Relations Team
Europa House
Midland Way
Thornbury
Bristol
BS35 2JX
03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.
If you're still unhappy
If you aren’t happy with our final response, or if you don’t get a final response in writing within 8 weeks of first making your complaint, you may be able to refer your complaint to the Financial Ombudsman Service. Details of your rights will be provided to you as appropriate.
If you wish to refer your complaint to the Financial Ombudsman Service, this must be done within 6 months of our final response letter.
Here are their contact details:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9123
Email: [email protected]
If you’ve been in touch and are unhappy with our decision, please let us know.
If you remain unhappy with our final decision, we’re legally required to make you aware of an independent alternative dispute resolution (ADR) scheme certified by the Chartered Trading Standards Institute (CTSI). For example, the National Conciliation Service.
However, please note that the RAC doesn’t currently subscribe to the National Conciliation Service or any other ADR scheme. This is because we always aim to resolve complaints courteously with our customers directly. For this reason, they won’t be able to look into your concerns or engage with us on your behalf.
The Financial Conduct Authority (FCA) requires us to publish regulated complaints data for RAC Motoring Services, RAC Financial Services Limited and RAC Insurance Limited. To see this information, please click here.