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Complaints Procedure

What to do if you're not satisfied with our service

If you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve AA service. We want to deal with your concerns as quickly as possible, so we've set up a three-step procedure to resolve your complaints.

Step 1: Let your usual point of contact know

We need to know the nature of your complaint and how you think the problem should be resolved. You can do this by using the contact details in your Terms and Conditions or Policy document to contact us by telephone, post, fax or email.

We will try and resolve any complaint by the end of the next business day. If we are not able to do this we will write to you within five working days to either:

  • tell you what we have done to resolve the problem, or
  • acknowledge your complaint and let you know when you can expect a full response. We will also let you know how to contact the person or team dealing with your case.

If our investigations take longer, we will either provide a full response within four weeks, or give you an explanation of the AA's position, with timescales for a full response.

If at any stage you are still not happy for any reason, then this is what you need to do next:

Step 2: Follow up with our Customer Support teams

Use the following contacts for these AA products and services.

Breakdown cover

  • ask the person you raised the complaint with to do this for you
  • phone us on: 0845 607 6727
  • write to: Customer Support, AA, Fanum House, Basingstoke, Hampshire RG21 4EA
  • fax: 0161 488 7544
  • text phone: 07900 444999
  • email: Please use the email us form

    Security symbol The email form is a secure site so your details are both safe and protected.

Please quote your Complaint Case Number, or if you don't have this, your membership, policy or reference number.

Risk management solutions

  • phone us on: 0800 52 10 72
  • write to: Customer Support, AA Risk Management Solutions, Lambert House, Stockport Road, Cheadle SK8 2DY
  • fax: 0161 488 7103
  • email: AARiskManagementSolutions@TheAA.com

Insurance products

  • phone us on: 08705 33 22 11
  • write to: The Customer Care Unit, AA Insurance Services, PO Box 2AA, Newcastle upon Tyne, NE99 2AA
  • fax: 0292 072 5018
  • text phone: 0870 600 1303
  • email: Custcare@theAA.com

Please have your policy number available if you have one.

Driving school

  • phone us on: 0800 607080 and select the option for customer services
  • write to: Customer Services, AA driving school, 15th floor, Castlemead, Lower Castle Street, Bristol BS1 3AG
  • fax: 0117 930 8338
  • email us via our website

Loans

  • for Regulated Issues (relating to payment protection insurance), phone: Customer Services on 0845 606 1651
  • write to: Customer Care, 4th Floor, Premier House, City Road, Chester CH88 3AN

Savings

  • phone us on: 0845 603 6302
  • write to: AA Savings Team, PO Box 81, Pendeford Business Park, Wobaston Road, Wolverhampton, WV9 5HZ

Credit cards

  • phone us on: 0845 300 4706

Step 3: Referral

(please note that this only applies to certain AA products)
If you are still not satisfied with our final response or after eight weeks, then for some AA products (check the Terms and Conditions or Policy for details, or ask Customer Support), you can contact the Financial Ombudsman Service. The Financial Ombudsman Service will review your complaint, if for any reason you are still dissatisfied. The Financial Ombudsman will only consider your complaint once you have tried to resolve it with us. They can be contacted at:

Insurance Division
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Telephone 0845 080 1800
Email enquiries@financial-ombudsman.org.uk