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 January to 30th June 2024.
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 | 9,218 | 10,413 | 15% | 84% | 32% | Other General admin / customer service | 0.77% per 1000 policies in force |
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 January to 30th June 2024 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.