[lonestanger]

On 24/04/2025, I had one of the Distressing recovery experiences with RAC.
My car had a clutch failure, and I requested recovery to a known garage.
Despite the serious mechanical fault, RAC used a tow pole instead of a flatbed, which I believe was unsafe given my car’s condition.
The patrol instructed me to sit inside and steer without braking, even though I was uncomfortable.
During recovery, the driver made a sudden, unsafe left turn after a red light and braked sharply, causing my car to collide with the RAC van towing it.
My car suffered severe front-end damage, including the bumper, light, and bodywork.
The patrol initially accepted responsibility for the incident, but then wrongly accused me of causing it deliberately to claim a new car, which was extremely offensive and upsetting.
I have full video and audio recordings proving what happened.
A formal complaint has been raised, but the response so far has been disappointing and slow.
I believe RAC’s method of recovery and the patrol’s conduct were completely unacceptable.
Has anyone else experienced anything similar?
I would appreciate any advice or suggestions as I continue pushing for a proper resolution.
Thanks for reading.

[Nick]

Hi @lonestanger - apologies for the delayed reply here. I've spoken to the team at the RAC and can see that you're case is being dealt with and referred to the insurers. My recommendation is to keep in contact with the team dealing with your case as that is the most direct route for information and progress. I totally understand how this situation is frustrating for you but please know that the team are working through your case and will look to get to a resolution as soon as is possible.

[lonestanger]

Thank you for your response. I appreciate you checking with the team, but I’ve already made multiple attempts to contact them directly over several weeks without a proper resolution or written confirmation.
The delay and lack of communication have caused me considerable inconvenience and out-of-pocket expenses. I’ve now formally submitted a reimbursement request and expect a proper response without further delays.I haven’t even been allowed to speak to my case handler, every advisor I’ve spoken to has refused to put me through to her. It’s been nearly 3–4 weeks, and I’ve still heard nothing directly from her, despite multiple follow-ups. This lack of communication is extremely frustrating. Even after RAC verbally accepted liability on 1st MAY 2025, my request for a written confirmation has been ignored. Initially, I was told my case handler was off for a week, but now that she’s supposedly back, every advisor refuses to let me speak to her. I haven’t heard a single word directly from her. This feels like clear neglect and obstruction, and it’s extremely frustrating not to receive basic communication or updates.

[lonestanger]

Originally Posted by Nick

Hi @lonestanger - apologies for the delayed reply here. I've spoken to the team at the RAC and can see that you're case is being dealt with and referred to the insurers. My recommendation is to keep in contact with the team dealing with your case as that is the most direct route for information and progress. I totally understand how this situation is frustrating for you but please know that the team are working through your case and will look to get to a resolution as soon as is possible.

Thank you for your response. I appreciate you checking with the team, but I’ve already made multiple attempts to contact them directly over several weeks without a proper resolution or written confirmation. The delay and lack of communication have caused me considerable inconvenience and out-of-pocket expenses. I’ve now formally submitted a reimbursement request and expect a proper response without further delays. I haven’t even been allowed to speak to my case handler — every advisor I’ve spoken to has refused to put me through to her. It’s been nearly 3–4 weeks, and I’ve still heard nothing directly from her, despite multiple follow-ups. This lack of communication is extremely frustrating. Even after RAC verbally accepted liability, my request for a written confirmation has been ignored. Initially, I was told my case handler was off for a week, but now that she’s supposedly back, every advisor refuses to let me speak to her. I haven’t heard a single word directly from her. This feels like clear neglect and obstruction, and it’s extremely frustrating not to receive basic communication or updates.

[Rolebama]

FWIW: I towed cars collectively for hundreds of miles, on a tow pole, and can only say that if your car came into contact with the towing vehicle, it is because you were not following in his path. As far as I am aware, the AA, during my time with them, never paid out for this kind of incident.

[olduser]

But as lonestanger mentions, the towing vehicle made a sudden turn, it's driver may have forgotten there was a car on the pole.

I have been towed on a pole once, that was enough thank you, it was probably the only time I have been really frightened in a car, I certainly would not choose to do it again.
The problem is you are so close to the towing vehicle you cannot see what is going on or where you are going, and to add to the trouble, I found I was unable to brace (as you do when driving) for gear changes, braking, acceleration etc.

All of the above is OK if the tow driver makes allowance for all of this, and drives smoothly.

[Drivingforfun]

@Rolebama if the van driver made such a sudden turn as the OP said, would it be reasonable to expect the car driver to follow suit? I've never been towed - I don't know what kind of reaction times you have to work with. Would it be the same as if you were tailgating the van at a distance of the tow pole, or do you have more time?

[lonestanger]

@Thanks for your input. However, in my case, the situation involved a mechanical failure — specifically a seprated clutch — which made using a rigid tow pole highly unsuitable. Despite clearly expressing my discomfort, the RAC driver insisted on using the tow pole.
According to UK road safety guidance, vehicles with drivetrain or seperated clutch should not be towed using a rigid or rope system. This is covered under general UK towing recommendations that emphasize safe and compatible towing based on the vehicle's condition.
I have video and audio evidence showing the RAC driver’s negligent handling after the incident, including stopping in live traffic under a green light to check the connections. After reviewing the evidence, RAC accepted liability over a call, but I’m still waiting for written confirmation.
It’s now been weeks with no response, and my attempts to speak with my assigned case handler are being blocked by advisors who refuse to connect me. This has become not only frustrating but also a matter of neglect and obstruction. Given these guidelines, towing a vehicle with a significant mechanical failure like a separated clutch using a tow pole may not align with recommended safety practices.

[vicyfox]

Sorry that you have to go through this. As a mechanic myself, I can confidently say I would never tow a car using a tow pole if the clutch has separated from the main connection, it’s unsafe and goes against good mechanical practice. With clear video and audio evidence, and verbal acceptance of liability, it’s honestly frustrating that you’re still waiting for written confirmation. I never expected this from RAC. If this is how they handle cases, I definitely wouldn’t recommend them to anyone.

[Rolebama]

Unplanned events happen on the roads constantly, hence the Hazard Perception part of the test, so, as harsh as it may seem, I hold to my belief that blame sits with the OP.
FWIW: In the event of somebody being nervous of being towed on a pole, there was no problem sending another Patrol to drive member's car.

[Rolebama]

@Drivingforfun I can only say that I have been towed on a pole as a stand-in for members, and occasionally as part of refresher training courses. I have also 'ditched' people to await a recovery as some would completely ignore instruction about having to follow the van. Bearing in mind that I was the only Night Patrol on occasion, so didn't have the option of calling for an assist.
I used to mainly work motorways, M25, M40, M4, M3, M1, so towing off for safety was quite common.

[olduser]

Originally Posted by Drivingforfun

@Rolebama if the van driver made such a sudden turn as the OP said, would it be reasonable to expect the car driver to follow suit? I've never been towed - I don't know what kind of reaction times you have to work with. Would it be the same as if you were tailgating the van at a distance of the tow pole, or do you have more time?

I don't think you would ever want to tailgate that close.

For it to work, the towed has to trust the tower, and the tower has to drive making allowance for the vehicle being towed, so smooth predictable driving is the order of the day.

It feels like having a windscreen covered in mud that you cannot wipe it away, in many cars power steering will not work, and you know there is no servo assistance for the brakes - though of course you should not need them.
Sounds easy, but every time you sit in that seat you have been responsible, and in control, and now it's all out of your control.😲
No doubt any driver can get used to being towed on a pole but I still hope my first time was my last.

And on top of that, it looks as though the OP knew the car should not be towed in it's condition at the time, and was expecting the car to be transported.

Probably, the RAC will be investigating who's insurance (they appear to have agreed the OP is entitled to compensation) is going to pay but the OP should not have to wait while that issue gets sorted out, in customer service terms the OP should be compensated at once.