Thank you for your comments regarding RAC Motoring Services
which we have
received through Click2Complaints.co.uk
Firstly, I would like to offer my sincere apologies for the
manner in which we
responded to your recent enquiry. I assure you we work hard
to ensure we listen
to our customers and respond in a way that is appropriate to
their particular
circumstances. Clearly we failed to achieve this in our recent
dealing with
you.
I have now fully investigated your complaint and would like
to confirm the
following:
In the past RAC had dedicated team who provided Travel Information,
however,
this service ceased in
December 2002.
Our Customer Service Advisors are trained to provide our customers
with
assistance with regard to their RAC membership. The advisors
do not receive
training on providing travel information nor have immediate
access to road /
motorway information.
In the event of a breakdown, please be assured that all our
Control Centre
operators have full access to the latest technology, which enables
them to
locate our customers in the event of a breakdown.
As a result of these findings I accept that your recent experience
was not to
the standard for which we are renowned. If you could forward
me your full
membership number, I will as a gesture of goodwill extend your
membership by one
month, free of charge. I believe this to appropriately resolve
the complaint.
RAC will consider the complaint closed if we do not hear from
you within 8 weeks
from the date of this e-mail. If you are dissatisfied with this
recommendation
you may write to Robert West, Customer Relations Manager, at
the following
address: RAC Motoring Services, Great Park Road, Bradley Stoke,
Bristol, BS32
4QN.
RAC welcomes all feedback from our customers. Thank you for
the opportunity to
resolve this complaint to an appropriate conclusion.
