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Complaints

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'll 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're 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'll 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 make a complaint

We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

There are a few ways you can get in touch.

You can call us on 0345 246 1558.

Or, if you’d prefer to write to us, you can send a letter to:
Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

Our staff are empowered to support you and will aim to resolve most issues within three working days, following receipt of your complaint.

If your complaint can’t be resolved within three working days, we’ll contact you to let you know who will be dealing with it and what the next steps are.

We will keep in regular contact with you. You’ll also receive the following written communication from us depending on how long it takes us to resolve your complaint.

Communication Type

  • Summary Resolution Communication

    When will you get this?

    If we’ve been able to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

    What will it tell you?

    It will let you know your complaint has been resolved and tell you about the Financial Ombudsman Service.

  • Acknowledgement

    When will you get this?

    If we’ve been unable to resolve your complaint to your satisfaction within 3 working days, following receipt of your complaint.

    What will it tell you?

    It will let you know our complaint handling process and information about the Financial Ombudsman Service.

  • Unable to reach resolution within 8 weeks

    When will you get this?

    If we’ve been unable to resolve your complaint within 8 weeks.

    What will it tell you?

    It will let you know why we are not in a position to give you our final response and when we expect to be able to provide this. We’ll also let you know about your right to contact the Financial Ombudsman Service.

  • Final Response

    When will you get this?

    If we’ve been unable to resolve your complaint within 3 working days, we’ll send you our Final Response when we’ve completed our investigations. We’ll do our best to send this at the earliest opportunity.

    What will it tell you?

    This is a detailed response, which will outline:
    - our investigation
    - the decision
    - Next steps, if applicable

    It will also provide information about the Financial Ombudsman Service.

Independent Review

If we don’t complete our investigations within 8 weeks of receiving your complaint or you’re unhappy with our response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free and independent service. If you decide to contact them, you should do so within 6 months of our response letter. Referring your case to the FOS 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