Who to escalate complaint to after RAC?

OlliesDad

Were you broken down on the motorway? If so this will explain why you were taken to the service station as they will use a local company to get you somewhere safe first and then get you on your way from there.

You say that the RAC have told you that your case isn't covered by FOS, however without telling us the full complaint we can't tell you to escalate it to. From what you say it appears you have had poor customer service, for which you should vote with your feet and move to another provider when the time allows, however this is not a legal matter.

IndieSinger

OlliesDad wrote: »

Were you broken down on the motorway? If so this will explain why you were taken to the service station as they will use a local company to get you somewhere safe first and then get you on your way from there.

You say that the RAC have told you that your case isn't covered by FOS, however without telling us the full complaint we can't tell you to escalate it to. From what you say it appears you have had poor customer service, for which you should vote with your feet and move to another provider when the time allows, however this is not a legal matter.

More great advice and information, thank you We broke down on an A road - we were taken to a service station because the first guy's shift was about to become overtime and the company didn't want to pay him more.

OlliesDad

Out of interest, what do you feel would be fair compensation for this?

IndieSinger

OlliesDad wrote: »

Out of interest, what do you feel would be fair compensation for this?

Most, if not all, of what I paid for the service on the day. Getting us home 55 miles took 6.5hrs.

Oakdene

IndieSinger wrote: »

Most, if not all, of what I paid for the service on the day. Getting us home 55 miles took 6.5hrs.

What you need to do then is get a quote from the company who towed you so you can show the RAC it should have cost this, then claim the difference if there is any as you have already stated that you had basic cover. However you have also stated that the cost of towing you isnt the issue.

lovinituk

IndieSinger wrote: »

Most, if not all, of what I paid for the service on the day. Getting us home 55 miles took 6.5hrs.

What were your actual financial losses? You can't include the £230odd you had to pay for towing as you would have had to pay that even if it had all gone smoothly.

A small claims court will only consider actual losses. Any compensation for distress, inconvenience, etc is purely good will and £100 sounds like the best you'll get.

IndieSinger

lovinituk wrote: »

What were your actual financial losses? You can't include the £230odd you had to pay for towing as you would have had to pay that even if it had all gone smoothly.

A small claims court will only consider actual losses. Any compensation for distress, inconvenience, etc is purely good will and £100 sounds like the best you'll get.

Very helpful, thank you.

[Deleted User]

I don't think your complaint you were "lied" to based on time estimates you were given has any validity. It seems obvious to me that circumstances beyond their control meant that you waited longer than they were initially aware of. What you were told was the truth as they knew it at the time.

You also complain that the first tow left you because his shift was ending, but his company's policy on overtime is irrelevant. It was the end of his shift and that's just the bad luck timing of your breakdown.

As others have said (repeatedly), this really isn't worth time and effort pursuing. Cash the cheque, cancel your RAC membership and perhaps consider taking out more than basic policy with another roadside assistance company.

IndieSinger

Moneyineptitude wrote: »

I don't think your complaint you were "lied" to based on time estimates you were given has any validity.

The second recovery colleague told us that the first colleague had lied to us about the second one's whereabouts and told us he'd promised us something they could never have delivered on.

Again, I haven't gone into the details of the complaint, because my question is about who to pursue a complaint with. I have the information now. Thank you for your pointers and advice.

[Deleted User]

IndieSinger wrote: »

The second recovery colleague told us that the first colleague had lied to us about the second one's whereabouts and told us he'd promised us something they could never have delivered on.

You are relying on "hearsay" information only allegedly provided by these employees. You say the first tow would not take you further because his company would not pay overtime-but you cannot prove this was the case. You say another employee said you were not put on their system as a priority by the RAC, but again you have no proof or hard evidence of this.

Basically, you make a whole lot of unsubstantiated allegations for which you have already been compensated by a goodwill payment of £100. From what I can see, you aren't legally entitled to anything more than you've already received.


But carry on, by all means...