Complaints

    Do you need to make a complaint?

    If you just have a question about your cover or need to update your details, we can help you get to the right place:

    • If you have an urgent enquiry or need to make changes to your policy, chat to our Web Support Team. You can use the chat icon on the bottom right corner (when available) or call 0345 877 6334. The team are available Monday to Friday - 8am to 9pm, Saturday - 9am to 5pm, and Sunday - 10am to 5pm.
    • Want to switch from automatic to manual renewal? You can use this form.
    • Need to change the vehicle on your policy? Let us know here.
    • Have a question about our breakdown cover? Check out our FAQs.

    If you do need to make a complaint, follow the steps below and we'll do our best to resolve it quickly and fairly.


    How to make a complaint

    We always aim to provide the best service possible, but we know that things don’t always go to plan. So, if you feel that we haven’t met your expectations we’d like the chance to put things right. Here’s how you can get in touch and let us know:

    1 - Call us on 0345 246 1558.
    2 - Fill in and submit the online complaints form.
    3 - Write to us at:

    Green Flag Customer Relations
    PO Box 882
    Surrey Street
    Norwich
    NR7 7NG

    Registered office:
    Green Flag
    8 Surrey Street
    Norwich
    NR1 3NG


    What happens next?

    Once we've received your complaint, we'll aim to resolve it within three working days. If we can't resolve your concerns at that time, we'll continue our investigation and keep you updated.

    When our investigations are complete, we’ll let you know our decision. If we’re unable to resolve your complaint within eight weeks, we’ll explain why and let you know when you can expect a resolution.


    Independent review

    If your complaint hasn’t been resolved within eight weeks, or if you remain dissatisfied with our response, you can ask the Financial Ombudsman Service to review your case. This is a free and impartial service. If you choose to contact them, please do so within six months of our response letter. Referring your case will not affect your legal rights.

    You can contact them by:

    Email: complaint.info@financial-ombudsman.org.uk

    Phone UK: 0300 123 9123 or 0800 023 4567

    Abroad: +44 20 7964 0500

    Writing to:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Their website also has a great deal of useful information:
    www.financial-ombudsman.org.uk

    Unacceptable behaviour policy

    At Green Flag, we aim to provide exceptional service for our customers.

    We’re dedicated to building an inclusive environment and believe that everyone should be treated with respect and dignity. Nobody should be subjected to abuse, threats, discrimination or any other form of unacceptable behaviour.

    While we recognise that customers may be stressed, upset or frustrated when they contact us, we will not tolerate unacceptable behaviour towards our staff.

    Examples of unacceptable behaviour include, but are not limited to:

    • Making threats towards our staff or business
    • Behaving in a harassing or discriminatory way towards our staff
    • Making abusive or offensive comments
    • Using inappropriate or offensive language
    • Making racist, sexist, homophobic or other discriminatory remarks
    • Demanding a response or action within an unreasonable timeframe
    • Insisting on speaking to a particular member of staff when that is not possible or appropriate
    • Making unreasonable or excessive demands on the time and resources of our staff

    How we manage unacceptable behaviour:

    Before we make any decisions under this policy, we will conduct a thorough review of the situation and always consider the individual circumstances.

    If we decide the behaviour is unacceptable, we will take action which may include, but is not limited to:

    • Letting the customer know about our concerns
    • Restricting how the customer can contact us
    • Notifying the relevant public authorities and/or taking legal action

    Making a complaint

    If you’re a customer and feel we haven’t met your expectations, please contact us using the steps at the top of this page.