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.
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.
Simply find the AA product and service your complaint is about and get in touch in the way that suits you best.
Please quote your complaint case number, or if you don't have this, your membership, policy or reference number.
AA Loans existing customers (AA Personal Finance Limited)
AA Loans existing customers (in partnership with The Co-operative Bank)
AA Loans existing customers (in partnership with Creation Consumer Finance Limited)
AA Spend and Earn Card and AA Travel Currency Card
AA Credit Cards
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
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.
Consumer disputes relating to goods or services sold online can also be submitted to the European Commission Online Dispute Resolution website.
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.