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    Complaints

    DO YOU NEED TO MAKE A COMPLAINT?

    At Green Flag, we always want to give our customers the best service. However, if you need to make a complaint, we'll do our best to resolve it quickly and fairly.

    We'll do our best to make sure you're happy with the outcome. If you're not happy, we'll let you know what to do next.


    How to make a complaint

    Things don't always go to plan, so please tell us if we haven't delivered.

    Here are the ways to make a complaint:

    1. Call us on 0345 246 1558.

    2. Fill out our complaints form.

    3. Write to us at:

    Customer Relations Manager
    Churchill Court
    Westmoreland Road
    Bromley
    BR1 1DP


    WHAT ARE THE NEXT STEPS?

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

    Once we’ve completed our investigation, we’ll let you know our decision. If we can’t resolve your complaint within eight weeks, we'll tell you why and when you can expect it to be resolved.


    GET AN INDEPENDENT REVIEW

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