Concern or complaint? Get in touch

Your views are important to us

If you have a question or a problem with our service then we really want to hear from you.

Your feedback can help us improve the way we do things in future.  To keep things simple, we've set up a three-step procedure to resolve your complaints and queries.

Terms and Conditions

Step 1: Get in touch

You can easily give us your feedback by telephone, post, fax or email using the contact details in your terms and conditions or policy document.

Hopefully any issue you have will be resolved by the end of the next business day. If this isn’t possible we will always write to you within five working days to:

tell you how we’ve resolved the problem, or let you know when you can expect a full response and how to contact the person or team dealing with your case.

If things do take a little longer, we will either respond fully within four weeks, or give you an explanation of our position, with timescales for a full response.

If you’re unhappy with how we’re handling things at any stage, our customer support teams will be happy to help, as described in step 2 below.

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Step 2: Contacting customer support

Simply find the AA product and service your complaint is about and get in touch in the way that suits you best.

Breakdown cover

  • phone: 0344 209 0556
  • write to: Member Relations, The Automobile Association, Lambert House, Stockport Road, Cheadle, Cheshire SK8 2DY
  • fax: 0161 488 7544
  • Text users can contact us on any of our published telephone numbers via the Next Generation Text (NGT) service (formerly Text Relay).
  • email: customersupport@theaa.com

Please quote your complaint case number, or if you don't have this, your membership, policy or reference number.

 

Risk management solutions

 

Insurance products

  • phone: 0344 209 0556
  • write to: Member Relations, The Automobile Association, Lambert House, Stockport Road, Cheadle, Cheshire SK8 2DY
  • email: customersupport@theaa.com

    Please have your policy number available if you have one.

 

Driving School

  • phone: 0800 607080 and select the option for customer services
  • write to: Customer Services, AA driving school, 3rd floor, St Patrick's House, Penarth Road, Cardiff CF10 5ZA
  • email: drivings@theaa.com

 

Savings

  • phone: 0345 603 6302 (Mon–Sat 8am–8pm, excluding public holidays)

 

AA Loans existing customers (AA Personal Finance Limited)

  • phone: 0345 606 1651 (Mon–Fri 8am–10pm, Sat 8:30am–6pm, Sun 9:30am–5:30pm)

 

AA Loans existing customers (in partnership with The Co-operative Bank)

  • phone: 03457 212 212 (Mon–Fri 8am–9pm, Sat–Sun 9am–6pm)

 

AA Loans existing customers (in partnership with Creation Consumer Finance Limited)

  • phone: 0845 241 1308. Calls cost 2p per minute, plus your phone company’s access charge. Cost of access will vary, please check with your phone provider (Mon–Fri 8am–9pm, Sat–Sun 9am–6pm)

 

AA Spend and Earn Card and AA Travel Currency Card

  • phone: 0345 340 3177 (Mon–Fri 9am–6pm)

 

AA Credit Cards

  • Customer services: 0800 917 8612 (24 hours)

 

Legal services

 

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Step 3: Referral

If you remain unhappy with our final response or we have not managed to provide a final response within eight weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice.

You can contact them by:

Phone: 0800 023 4567 or 0300 123 9 123

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Please note: This only applies to certain AA products. Please check the terms and conditions or policy document for details, or ask our customer support advisers.

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Publication of complaints data

Automobile Association Insurance Services Limited is an insurance intermediary, authorised and regulated by the Financial Conduct Authority (FCA), firm reference number 310562.

You can check their register or call the FCA on 0800 111 6768.

Automobile Association Insurance Services registered office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Registered in England and Wales, number 2414212.

The FCA requires AA Insurance Services to publish its complaints data. If you have an enquiry about the complaints data, then please contact customer support as described in step 2 above.

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Are you a member of the press?

You can contact the

AA Press Office