Motorway Breakdowns: Safety & RAC Mishap

Breaking down on a busy motorway is a frightening experience, and knowing the correct procedure can be the difference between a minor inconvenience and a dangerous situation. Recent events highlight the importance of understanding safety protocols and the recourse available to consumers when things go wrong with breakdown services. This article delves into the critical steps to take if your vehicle stops on a motorway, examines a concerning incident involving the RAC, and explains the power of Subject Access Requests (SARs) in resolving consumer disputes.

Motorway Breakdown Safety: Your First Priority

When your car breaks down on a motorway, your immediate instinct might be to call your breakdown provider. However, the correct first step, especially in a precarious location, is to contact the emergency services, usually the police. This is because breakdown recovery vehicles are not equipped to manage traffic or secure a scene on high-speed roads. The responsibility for making the area safe falls to the police or the relevant highways authority.

Here's a breakdown of essential safety measures to follow:

• Stay Calm and Assess: Try to remain calm and think about the safety of yourself and other road users.
• Move If Possible: If your vehicle can still move, steer it as far left as possible, ideally onto the hard shoulder. Turn your wheels towards the verge to prevent your car rolling back into traffic if it's on a slope.
• Hazard Lights: Switch on your hazard lights immediately to warn approaching traffic.
• Exit Safely: If you must leave your vehicle, exit via the passenger side door to avoid oncoming traffic.
• Hi-Vis Jacket: If you have a high-visibility jacket, put it on.
• Visibility: If visibility is poor (e.g., at night or in fog), switch on your side lights or fog lights.
• Do NOT Use Warning Triangles: On high-speed roads like motorways, placing a warning triangle behind your vehicle is dangerous and prohibited. It can cause further accidents.
• Find a Safe Position: Get as far away from moving traffic as possible. If there's a safety barrier, climb over it. If not, stand to the rear of your vehicle, but well away from the carriageway. This positioning ensures that if another vehicle collides with yours, you are less likely to be hit by flying debris.
• Contact Authorities: Use your mobile phone to call the emergency services (999 or 112). If you are on a motorway, look for emergency telephones, which are typically located approximately every mile. Once the scene is deemed safe, contact your breakdown service.

A Harrowing RAC Experience

A recent case highlighted by Sky News involved Jason, who experienced a lengthy and distressing breakdown on the M275. Jason's vehicle lost power in a fast lane, forcing him to coast to the hard shoulder on an elevated section of the motorway. He contacted the RAC, informing them of his unsafe position, but faced an agonizing wait of nearly four hours for assistance. During this time, two other vehicles were involved in collisions while attempting to avoid Jason's stranded car, underscoring the extreme danger of the situation.

When the RAC patrol eventually arrived, the engineer reportedly expressed disbelief at the prolonged wait in such a hazardous location. Adding to Jason's ordeal, he had to pay an additional £148 for a taxi to his final destination, as the patrol car's shift was ending and could only tow the vehicle to a local garage.

Jason's complaint to the RAC resulted in an offer of a two-month policy extension, valued at just £8, which he felt was wholly inadequate compensation for the distress and inconvenience caused. This incident raises questions about the service standards and complaint handling procedures of breakdown providers.

RAC's Response and Improved Compensation

Upon being contacted by Sky News, the RAC acknowledged failings in their service. They stated that while they rescue thousands of drivers daily, they are not an emergency service and cannot control traffic. They emphasized that they can only attend live-lane breakdowns once the scene is secured by the police or highways authority.

The RAC issued a direct apology to Jason, admitting they had let him down both during the incident and in their complaint handling. They confirmed that due to the media attention, the matter was being reviewed internally to prevent future occurrences. Crucially, the RAC subsequently offered Jason £250 in compensation, which he accepted.

The Power of a Subject Access Request (SAR)

Jason's experience also shed light on the utility of a Subject Access Request (SAR). Under Article 15 of the UK General Data Protection Regulation (UK GDPR), individuals have the right to request and obtain a copy of any personal data a company holds about them. This data can include records of interactions, service history, and internal notes.

Making a SAR can be a powerful tool for consumers in disputes. Companies have one month to comply with a SAR. While they can redact certain confidential information, any unjustified redaction can be challenged by complaining to the Information Commissioner's Office (ICO).

In Jason's case, the SAR revealed crucial information that had not been communicated to him at the time, such as a patrol car initially declining to attend his breakdown. This evidence significantly bolstered his complaint, even though external intervention was ultimately required to achieve satisfactory resolution. Had the Money team not intervened, Jason's next step would have been to escalate the matter to the Financial Ombudsman Service, a resource that breakdown providers typically provide details for on their websites.

Comparison of Breakdown Assistance Providers

While this article focuses on a specific incident, it's useful to have a general understanding of what different breakdown providers offer. The cost and level of service can vary significantly. Here's a simplified comparison:

Note: Costs are estimates and can vary based on vehicle type, age, mileage, and specific policy terms. Always check the provider's website for the most up-to-date information and policy details.

Frequently Asked Questions

Q1: What should I do if my car breaks down on a motorway?
Always prioritise safety. Turn on hazard lights, exit the vehicle via the passenger side, put on a hi-vis jacket if you have one, and move to a safe location away from traffic, preferably behind a safety barrier. Call the emergency services first, then your breakdown provider.

Q2: Can I put out a warning triangle on the motorway?
No, it is dangerous and illegal to place a warning triangle on a motorway due to the high speeds of approaching traffic.

Q3: What is a Subject Access Request (SAR)?
A SAR is a legal right under GDPR that allows you to ask a company what personal data they hold about you. This can be useful for understanding a company's actions and supporting complaints.

Q4: How long does a company have to respond to a SAR?
Companies typically have one month to respond to a SAR.

Q5: What if my breakdown provider doesn't resolve my complaint?
If you are unsatisfied with a company's response to your complaint, you can escalate the issue to the relevant ombudsman service, such as the Financial Ombudsman Service for financial services and related products.

Navigating breakdowns on motorways requires a clear understanding of safety procedures and consumer rights. By staying informed and knowing how to act decisively, you can significantly improve your safety and ensure fair treatment when seeking assistance.