How can we 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.
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
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:
The Financial Ombudsman
European Online Dispute Resolution platform
The European Commission has launched the European Online Dispute Resolution platform (ODR platform). The ODR platform is a website which helps customers who’ve bought something online in the EU if a dispute arises.
The platform will send your complaint to a certified Alternative Dispute Resolution Provider who works to solve the problem. In the UK that would be the UK Financial Ombudsman Service. Their contact details are above. The ODR can also offer translation services if your complaint is with a company in a different country.
Access the ODR platform.
You can still send your complaint direct to us using the How to complain section above.