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.
How to get in touch
We appreciate your feedback – online, through the post or on the phone.
Breakdown-related complaints
To complain about a breakdown experience, please complete this form.
Membership complaints
To complain about how your policy was sold or managed, please complete this form.
Legal helpline-related complaints
To complain about anything relating to our legal or accident care services, please complete this form.
Business breakdown and membership complaints
To complain about anything relating to a business breakdown cover, please complete this form.
Insurance complaints
To complain about anything relating to your motor, travel or home insurance policy, please complete this form.
To complain about a breakdown experience, please write to:
Breakdown Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
To complain about anything relating to your membership, please write to:
Membership Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
To complain about business cover, please write to:
RAC Motoring Services, SME Business Team - Feedback, RAC House, Thomas Street, Stretford, Manchester, M32 0HX
To complain about anything legal helpline-related, please write to:
Legal Customer Care, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol, BS32 4QN
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
To complain about your standard motor insurance, please write to:
The Customer Relations Manager, RAC Insurance,Fusion House, Bretton Way, Peterborough, PE3 8BG
Breakdown-related experience
Please call us on 0333 202 1877.
Membership experience
Please call us on 0330 159 0360.
Legal & accident care services
Please call us on 0330 159 0610.
Business membership
Please call us on 0330 159 0975.
Van insurance
Please call us on 0333 070 2663.
Black box insurance
Please call us on 0333 070 2563.
Home insurance
Please call us on 0333 070 2669.
Standard motor insurance
Please call us on 0330 159 1031.
Breakdown, membership and business lines open Monday to Friday – 09:00 to 16:00.
Van, home or black box insurance lines open Monday to Friday – 09:00 to 18:00, Saturday – 08:00 to 18:00, Sunday – 09:00 to 16:00.
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.
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.
Breakdown-related complaints
To complain about a breakdown experience, please complete this form.
Membership complaints
To complain about how your policy was sold or managed, please complete this form.
Legal helpline-related complaints
To complain about anything relating to our legal or accident care services, please complete this form.
Business breakdown and membership complaints
To complain about anything relating to a business breakdown cover, please complete this form.
Insurance complaints
To complain about anything relating to your motor, travel or home insurance policy, please complete this form.
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.