Who can I escalate my RAC complaint to?

steampowered

The FOS only has the power to look into regulated financial contracts (such as car insurance).

It may well be that your contract with the RAC was not a regulated financial contract, in which case the FOS does not have any power to look into your complaint.

It may be that there is no Ombudsman you can use.

If so, then you only have two options:

1) RAC's internal complaints procedure (which it sounds like you have exhausted).

2) Issuing a small claim in the county court.

I agree that RAC have treated you shockingly. However it is unclear whether you have a valid "legal" claim that would support issuing a small court claim. It may well be that a judge would have sympathy with you and would award compensation, but that is a gamble - plus you would have to pay court fees to start a small claim, and attend court if the RAC contests the case.

Unfortunately there may be nowhere else you can escalate your complaint to.

You could always try using resolver but I wouldn't hold my breath.

Gavin83

georgie_p wrote: »

All I wanted to know was how to escalate my complaint further, due to the fact that the RAC ignored 80% of my complaint, and were the ones who told me in the first place to get a taxi so they could refund it (that's not a resolution). I have taken the advice to write a LBA and will go from there.

What exactly are you claiming for and for how much? It costs to take them to court so it's worth ensuring you've actually got a case.

hollydays

Moneyineptitude wrote: »

That's a little unfair.

Resolver is just an E-Mail template, while the Ombudsman is an official agency empowered to arbitrate in such disputes.

If the RAC is ignoring FOS, then it's more than doubtful MSE's template will be successful.

It costs nothing, and I have read accounts on here where people said they were ignored by a company and resolver worked for them, hence why I suggested it, as that was the title of the thread"Who can I escalate my RAC complaint to"
In the absence of many suggestions, I made one.
Those consumers would have been told the same on here.

[Deleted User]

hollydays wrote: »

It costs nothing

It introduces an unnecessary third party which ( albeit anonymously) harvests personal data, so there is certainly a "cost" of sorts.

hollydays wrote: »

I have read accounts on here where people said they were ignored by a company and resolver worked for them,

Since MSE owns Resolver, I'd be very wary of such "accounts".

pmduk

Does MSE own resolver? I believe that ML helped fund the startup, but I think it's independent. I can only say when I dealt with Resolver complaints as a complaint-handler we ignored Resolver totally and continued the complainant's original complaint.

agrinnall

pmduk wrote: »

Does MSE own resolver? I believe that ML helped fund the startup, but I think it's independent.

Ownership is not entirely clear although it does seem to be independent, but it does say this:


Resolver in association with MoneySavingExpert.com

Resolver is working with MoneySavingExpert.com, the UK's biggest consumer advice website, bringing together their awesome campaigning power with Resolver's focus on helping consumers raise and resolve issues.

hollydays

Moneyineptitude wrote: »

That's a little unfair.

Resolver is just an E-Mail template, while the Ombudsman is an official agency empowered to arbitrate in such disputes.

If the RAC is ignoring FOS, then it's more than doubtful MSE's template will be successful.

Yes, I must apologise to the op for not attacking her and offering a suggestion that fits her question. Unforgiveable.

foxtrotoscar_2

MoneySuperMarket who own MSE has a 24pc stake in Resolver.

marliepanda

hollydays wrote: »

Yes, I must apologise to the op for not attacking her and offering a suggestion that fits her question. Unforgiveable.

I didn't attack the OP and I told her that the small claims court would be her next escalation route if they dont listen to the FOS...

chrissycn

Moneyineptitude wrote: »

It introduces an unnecessary third party which ( albeit anonymously) harvests personal data, so there is certainly a "cost" of sorts.

Since MSE owns Resolver, I'd be very wary of such "accounts".

I can vouch for Resolver! I have resolved an issue with Hoseasons, who have now agreed to give me a refund after turning me down the first time.

It's worth a punt in my opinion.