Complaints form
Tell us about a new complaint
We'll acknowledge your complaint within 5 working days. If things do take a little longer, we'll respond fully within 8 weeks, or explain our position and tell you how long a full response will take.
If you're still unhappy with our final response, or if we've not given you a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice. This only applies to certain AA products, so please check the terms and conditions or policy document for details, or talk to us.
For non-regulated services, you may be entitled to refer to an Alternative Dispute Resolution (ADR) provider.
We've subscribed to ADR mediation with the National Conciliation Service (NCS) which you can access – free of charge – provided you do so within 12 months of the date of your correspondence.
You can contact the NCS through their website. Or, you can:
- Email: [email protected]
- Write: National Conciliation Service, PO Box 6562, Rugby, CV21 9QP
A dispute relating to goods or services sold online can also be submitted to the European Commission Online Dispute Resolution website.