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Complaints

How we can help?

Green Flag is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly. The information provided here will show you how to:

  • Make a complaint
  • Contact the right person quickly
  • Take further action if you are unhappy with the outcome

Our commitment to you

Should there ever be an occasion when you feel that we have failed to honour our promise, we will do everything possible to ensure that your complaint is dealt with quickly and fairly. The quickest way to have your complaint addressed is to follow the procedure detailed below.

How to complain

The easiest way to complain is simply to give us a call on 0800 051 0636.

We will try to resolve your complaint immediately. If we can't, or if we need to investigate further, we promise to let you know within five business days. In the unlikely event that your complaint hasn't been resolved within four weeks of its receipt, we will write to tell you what actions we are taking. Within eight weeks of its receipt we will either send you a final response letter with the outcome of our investigation and our decision, or a letter confirming when we expect to conclude our investigation.

E-mail us

To e-mail us regarding a complaint, please use the following links to reach the relevant department.

Complaints relating to claims: member-queries@greenflag.com

When sending e-mails you should include an incident number and vehicle registration number. You should not include any personal, financial or other confidential details as this method is not a secure way of supplying information.

Write to us

If you wish to write, please use the most appropriate option below to ensure your complaint is dealt with promptly:

If you wish to make a complaint in writing please address this to:

The Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
Kent
BR1 1DP.

The Financial Ombudsman Service (FOS)

If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service. Please note that if you wish to refer your complaint to the FOS this must be done within 6 months of our final response letter. The address for the FOS is:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 0801 800