Question or complaint? Get in touch

We’re always happy to hear your feedback

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 Condition

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 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

    The email form is secure, 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

 

Insurance products

  • phone us on: 0844 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 us on: 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 us on: 0845 603 6302 (Mon–Sat 8am–8pm, excluding public holidays)

 

AA Loans existing customers (AA Personal Finance Limited)

  • phone us on: 0845 606 1651 (Mon–Fri 8am–10pm, Sat 8:30am–6pm, Sun 9:30am–5:30pm)

 

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

  • phone us on: 0800 731 5647 (Mon–Fri 8am–9pm, Sat–Sun 9am–6pm)

 

AA Spend and Earn Card and AA Travel Currency Card

  • phone us on: 0845 872 0822 (Mon–Fri 9am–6pm)

 

AA Credit Cards
If your credit card number starts with 456072, 490918 or 528682 please call:

  • Customer services: 0845 300 4706 (Mon–Fri 8am–10pm, weekends 8am–7pm)

 

For all other card numbers please call:

  • Customer services: 0800 917 8612 (24 hours)

 

Legal services

  • phone us on: 0845 607 6406
  • write to: The Senior Partner, Parabis Law LLP, 8 Bedford Park, Croydon, Surrey CR0 2AP
  • email: support@aalegaldocuments.co.uk

 

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Step 3: Referral

If you are still not satisfied with our final response or after eight weeks, you can contact the Financial Ombudsman Service. However, 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 complaint.info@financial-ombudsman.org.uk

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

Feedback

We always like to hear your feedback – good or bad.

Tell us what you think