[saraj]

Hi,
We had a breakdown on 1st December 2025. During this breakdown we were wrongly told that I needed to pay for towing (£400), we were not offered on ward travel so had to spend out on taxis and trains to get ourselves and my toddler home. The tow company then took 5 days to tow our car back to us!

I have had no acknowledgement of my complaint, I call RAC frequently to be told that my case handler, Lee will call and he doesn't. It has now been over 6 weeks!

Can i go to the ombudsman at this stage? No-one at RAC seems willing to help!

[Lily]

Hi @saraj, welcome to the Community!

I am sorry to hear you've had a bad experience, could you please send me a DM with your case number, your registration number and your membership number so I can raise your case with the wider team?

Wishing you a great weekend!

[NMNeil]

Advice on how to complain?
I'll ask the wife, she's an expert. 😎

[saraj]

@NMNeil Advice on how to complain when my complaint with RAC is not being looked at at all!

[saraj]

@Lily Hi Lily, I responded to you on the 17th of January. I'm still in the same position with my complaint. It feels like perhaps you just respond to these messages on the forum to look like RAC care when in fact you do not.
I am continuing to chase my complaint which started on the 2nd December 2025. I look forward to hearing from you or anyone from the RAC.

[Lily]

Hi @saraj! I’m so sorry to hear you haven’t had an update from our team.

By the way, thanks for sending all the information via DM. As you requested, I’ve asked the wider team to look into this; they usually respond quite quickly. I'll give them a little push.

Unfortunately, I don’t have access to individual case details from here, so I’m a bit limited.

Have you heard from our Customer Service team at all? Any emails or calls?

[saraj]

@Lily thanks for replying. I am yet to hear from the Customer Service Team. I am calling them weekly. It took around 5 weeks for my case to be even given a case manager. Multiple times I've been assured that Lee, my case manager is going to call me but he has not. Today when I called I was told that he had attempted to call me on the 12th January. Looking back on my call log though there is no sign of a missed call? And no message was left. And he has not been in touch again despite being told in my call to customer care on the 16th January that Lee would be in touch that afternoon or the following Monday. I'm sure you can see why I am so frustrated with the whole situation!

I've asked my case to be escalated but been told that it will be escalated to Lee! Who, so far doesn't seem to be doing his job at all. The call handler today then told me that Lee had been off work but surely the RAC customer care team have procedures in place so that if a staff member is off, their case load is covered? That is certainly what has happened in my previous employments.

I am honestly at a loss as to what I am supposed to do. So far customer care haven't had any ideas either as to who I can go to. I'm now having to look into the small claims route to see how I can go about getting the £552.21 returned to me that I was wrongly charged. I used to think that the RAC were a company I could trust and rely on to help but it is clear that sadly this is not the case at all.
Sara

[Lily]

@saraj No problem at all. The person I escalated your case to confirmed yesterday that they’ve contacted the Customer Service team to look into this as a priority.

I completely understand why you feel at a loss. Hopefully our intervention will help move things forward and lead to a resolution for you. Please do let me know when they get in touch!

[GRa]

@saraj Ive just spoken to the Ombudsman about my own complaint, RAC are not covered by any governing body so you cannot escalate your complaint beyond the RAC themselves. So basically they can do what they like and do! Daylight robbery, paying premiums for no service.

[GRa]

@saraj Ive just spoken to the Ombudsman about my own complaint, RAC are not covered by any governing body so you cannot escalate your complaint beyond the RAC themselves. So basically they can do what they like and do! Daylight robbery, paying premiums for no service.