On Tuesday evening (15th December 2015) my daughter broke down on the A11 in the middle of Thetford Forest. She was trapped in the middle of Thetford Forest in the inside lane of a major road which runs from Norwich to Cambridge. The area was totally unlit and there were no Houses for miles. Because the car was in a dangerous position she had to leave it and stand at the side of the road in the cold.
When she telephoned the RAC just before 7pm (I have a screen shot to confirm the time) she was in a distressed state. Basically she was alone in the middle of a forest miles from anywhere in a totally unlit position. During the first telephone call because of her distressed state she was told by the operator they had talked to the recovery vehicle and they would be with her in 15 minutes. The recovery vehicle arrived nearly 90 minutes later without any contact in the meantime. The operator knew she was very frightened and yet no contact was made during that 90 mins.
When I took out my cover many years ago I thought I was dealing with an organisation that would provide a better service. When I raised the complaint with the RAC I feel it was not taken seriously and the gesture of a goodwill payment of £10 to me shows they do not appreciate the danger my daughter was put in. I tried to take the complaint to a higher level but it was refused. I have now asked for a final decision letter.
Anyone could have stopped where my daughter was and attacked her and she would have not been able to defend herself or call for help.
I think it is bad enough not to attend for 90 mins when someone urgently requires assistance but not to telephone to update her and check how she was is just unacceptable. Even today she is still shaken by the experience
When she telephoned the RAC just before 7pm (I have a screen shot to confirm the time) she was in a distressed state. Basically she was alone in the middle of a forest miles from anywhere in a totally unlit position. During the first telephone call because of her distressed state she was told by the operator they had talked to the recovery vehicle and they would be with her in 15 minutes. The recovery vehicle arrived nearly 90 minutes later without any contact in the meantime. The operator knew she was very frightened and yet no contact was made during that 90 mins.
When I took out my cover many years ago I thought I was dealing with an organisation that would provide a better service. When I raised the complaint with the RAC I feel it was not taken seriously and the gesture of a goodwill payment of £10 to me shows they do not appreciate the danger my daughter was put in. I tried to take the complaint to a higher level but it was refused. I have now asked for a final decision letter.
Anyone could have stopped where my daughter was and attacked her and she would have not been able to defend herself or call for help.
I think it is bad enough not to attend for 90 mins when someone urgently requires assistance but not to telephone to update her and check how she was is just unacceptable. Even today she is still shaken by the experience