Who to escalate complaint to after RAC?

Oakdene

IndieSinger wrote: »

The original RAC operator told us we had been labelled a priority case and would be seen within 30 minutes, but we weren't seen for over an hour. The second recovery worker looked on his system and said the RAC had never labelled us a priority in the first place.

The contractors lied, too - the most distressing one being that we would be collected from (one of) the service station(s) straight away, then within 20 minutes, but it was an hour and a half later.

There is much more to the complaint than the lies, and I was after advice on who to escalate the issue to.

If you really need to keep going with the complaint over 1 & 1/2 hours & being paid your premium (plus extra) back then try going to the CEOs office. Personally I would accept the cheque, move recovery firm & move on. Life is far to short.

RoonilWazlib_2

http://www.rac.co.uk/complaints


You can escalate it to an ADR body to see if they will mediate but this will be voluntary (i.e. RAC are not obliged to participate in ADR with you if they don't want to).


Your next best step is to perhaps determine what you want to achieve and tell RAC clearly what you want and why you think that is reasonable. Bear in mind if you escalate RAC will probably withdraw their offer and a dispute body (or a court) might determine you should get less

bris

You can only escalate it to the courts as the RAC believe you're at deadlock, there is no regulator that covers your complaint.
If you believe your owe more that £100 then you need to prove this and make that the claim amount.


You are not entitled to a refund for the service as that was carried out, you are entitled to consequential losses as a result of the breach of this service, these losses need to be proved, you can't just make them up. I don't believe there was a breach of service just an inconvenience which is being compensated for.


You don't actually have much of a claim in law, deducting the 20 minutes you were told an hour and ten minutes isn't exactly a big deal to me.


Cancel your RAC, join one of the others and get on with your life.

IndieSinger

RoonilWazlib wrote: »

http://www.rac.co.uk/complaints


You can escalate it to an ADR body to see if they will mediate but this will be voluntary (i.e. RAC are not obliged to participate in ADR with you if they don't want to).


Your next best step is to perhaps determine what you want to achieve and tell RAC clearly what you want and why you think that is reasonable. Bear in mind if you escalate RAC will probably withdraw their offer and a dispute body (or a court) might determine you should get less

Very helpful, thank you so much.

Blackbeard_of_Perranporth

You get the cover you pay for. I rather guess that the RAC provided the care that was in the agreement, like roadside assistance.


In this case, what is the complaint? If it is about recovery, then the recovery firm needs to be contacted.


Further, I work a distance from my home, and sometimes have to travel to get to work. My car is on a service contract and is regularly serviced. It includes recover and replacement should some idiot run into me. I need the car to get to work, hence I pay for this.


I have a colleague on the same, who has an old banger that plays up weekly. He lives in it by the bit of his teeth. I can count at least one day a fortnight his car does not make it in. He loses money on these days and he is already past his holiday limit. Guess what. He scrapes a living as well by doing this, yet he is marginally on a little bit more than me! Though his takehome is now less than mine.

IndieSinger

Blackbeard_of_Perranporth wrote: »

You get the cover you pay for. I rather guess that the RAC provided the care that was in the agreement, like roadside assistance.


In this case, what is the complaint? If it is about recovery, then the recovery firm needs to be contacted.

Thanks for replying. I'm agree that you get the cover you pay for, but I shouldn't have to put up with an awful service just because I don't have a premium membership.

The complaint spans many issues about the service and the recovery from the RAC and the company they chose to work with.

Also, I'm not sure whether I should contact the other company, as it's RAC who I pay for the service. It could be an avenue to explore, however I guess their response would be to contact the RAC, as my cover is with them!

meer53

I cant see the issue really. You broke down, you were towed home, you were asked to wait at a service station for the recovery company. They were delayed. At least you were somewhere warm, with toilets and access to food and drink for your family, an hour and a half isn't really a long time to wait. You could have been left at the side of the road, i think they did the right thing, the delay by the recovery company isnt RAC's fault.

You chose basic breakdown cover so you knew you would have to pay anything on top of this, i think £100 is more than fair.

IndieSinger

meer53 wrote: »

I cant see the issue really. You broke down, you were towed home, you were asked to wait at a service station for the recovery company. They were delayed. At least you were somewhere warm, with toilets and access to food and drink for your family, an hour and a half isn't really a long time to wait. You could have been left at the side of the road, i think they did the right thing, the delay by the recovery company isnt RAC's fault.

You chose basic breakdown cover so you knew you would have to pay anything on top of this, i think £100 is more than fair.

Hi, thanks for your comment. As mentioned above, I haven't gone into the details of most of my complaint here, so it wouldn't be possible for you to work out if their offer is fair. The intention of my request was to ask if anyone knew who to escalate a complaint to, if the response received from the RAC is unsatisfactory. Sorry for any confusion.

CardinalWolsey

Who did you actually pay for the recovery - did you pay the RAC and they sub-contracted the work to a local recovery firm, or did you pay the recovery firm, and the RAC acted as an agent calling them out for you?

IndieSinger

CardinalWolsey wrote: »

Who did you actually pay for the recovery - did you pay the RAC and they sub-contracted the work to a local recovery firm, or did you pay the recovery firm, and the RAC acted as an agent calling them out for you?

Paid the RAC and they chose to send out a sub-contracted local firm.