Getting in touch to tell us about a problem is easy. Just start a chat in your RAC Black Box app or at rac.ticker.co.uk/contact. We’ll always do everything we can to solve your problem as quickly as we can and with the least stress possible.
When a problem is a complaint
Insurance is regulated by the Financial Conduct Authority (FCA) and they have a specific definition of when a problem is officially a complaint.
If your problem becomes a complaint and we can't solve it for you quickly, we'll follow the FCA's process to make sure we resolve the issue.
We'll handle your complaint by:
Listening to and understanding your complaint promptly
Assigning a dedicated expert to manage your complaint
Carrying out a thorough and impartial investigation
Keeping you updated on how the investigation is progressing
Doing everything we can to resolve things as quickly
Giving you a written response within eight weeks of receiving your complaint, to either tell you the result of our investigation or explain why we don't have an answer at that point
We always want to solve any issue you're not happy about. If you’re not satisfied with our investigation or you think there’s other information we need, we’re happy to review our response.