Complaints procedure

I have just had to go through complaints to sort out an issue and the decision has come back that the damage was not down to the RAC, however, no-one has come out to look at the damage done so how can they say it was not them? They have looked at the paper work and made the decision, yet not witnessed it first hand.. I thought it was part of the procedure for someone to come and see the car when a claim has been made that a member of the RAC has damaged something?

Can anyone advise...

Thanks