Dedicated Page Complaint
Right of Reply - RAC
22 October 2003

Dear Mr Frost

Thank you for your comments regarding RAC Motoring Services which we have
received through

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

I have now fully investigated your complaint and would like to confirm the

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

RAC welcomes all feedback from our customers. Thank you for the opportunity to
resolve this complaint to an appropriate conclusion.

Yours sincerely

Gale Hartry
Customer Relations Executive

Dedicated Page Complaint