Re: "Grrrr"eeen Flag..Comments please!

sjane2008

Hi all,

Hope your well. I posted a thread sometime ago. I purchased Green and have since broken down. Upon reporting had no end of problems, they took 3 hrs to turn up and turned up with no tools a tow truck etc, ie with no intention to fix my car! I have since complained as I am within my cooling off period, I have accepted I wont get a full refund as I have claimed.

I was promised countless call back my managers, staff etc to no avail. Have just spoken to customer relations who advised me had I have added it to my D/Line insurance policy there service level agreement is 2 days for a complaint as apposed to 1 week (which it's over) with G Flag!!!. Customer relations have apologised and have admitted to staff not advising me correctly and taking ownership where due.

I have paid £97 for top notch cover and feel I have recieved nothing but agro and it would have been cheaper to call out a local garage!

What can I ask for as I feel I have been 'duuped' I've paid £100 for top level cover and not got was offered on the website at all, however as I have made a claim they will not give a refund, but then If I hadn't of claimed you wouldn't of known what the service was like??!!!


Grr, any thoughts appreciated as they have offered nothing yet, no apology...nought.

x

coco1277_2

Oh God , Let Me Know How How You Get On With Them Please I Have Just Paid £100 Cover With Them Also.
So Sorry To Hear About The Problems You Had With Them And Hope You Get It Sorted.

Oscar_The_Grouch

Hi there

There's nothing worse than standing at the side of the road waiting for someone to arrive!!

Green Flag is owned by UK Insurance. UK Insurance is part of the Royal Bank of Scotland. It's quite interesting (no I'm not Steven Fry) that they also own Direct Line, Privilige and, several other companies!!

The main point is that all of these firms are FSA registered and you are entitled to enter a formal complaint against them to the Financial Ombudsman Service if you do not get satisfaction from the insurer. There are several stages you have to go through first:

1. Complain
You must make a formal complaint (the FSA call it a "sign of dissatisfaction") to the company. I think you have done this already, but it is best to make sure. I suggest you write to Direct Line saying "further to me registering my complaint on XXX (the date you first spoke to Green Flag about the cover) and my conversation with your Customer Relations Department on YYY, I would like to formally complain about the lack of service I received.

Give them all the details, including how cold/wet/windy it was, or how bad your sunburn was if the weather was nice including dates and times. The more information you can give them the better.

End the letter by saying you feel that you have been duped into spending £97 for cover that is worthless and ask them what kind of compensation they intend to offer you.

2. First Response in Writing
Give them a week to respond to you; they have to respond to a formal compalint within 5 working days if they cannot resolve it by the end of the working day after the complaint was received (which has already passed)

3. Regular Updates
You should receive regular updates on the complaint. The rules used to say "after 4 weeks", but some insurers were sending the 1st letter then not even picking up the phone to speak to the customer between weeks 1 and 4.

4. Final Decision or 8 Weeks
The insurer has 8 weeks to resolve the complaint. If they cannot do so, you have an automatic right to get the Financial Ombudsman Service involved. If within the 8 week period they are able to decide they don't want to offer you anything or they are only willing to offer you £10, they have to send you a Final Decision Letter and a little purple booklet from the FOS and advising you have 6 months to complain to them.

5. FOS
Get in touch with the FOS if you are still not happy.

Hope this helps. I have used Green Flag before and not had any problems, so I hope this was just a "blip". Having said that, you should be entitled to some form of compensation. I do agree that you are not entitled to a refund because you have made a claim. This is standard in most insurance policies nowadays.

Mimi_Arc_en_ciel

ive always had green flag assistance (dad got a deal on when he was a miner so he pays for it) but they've always been fantastic with me . . towed us back from scotland when lil fiesta went BANG so dont really know what to suggest to you - hope you get it sorted

sjane2008

Hi guys. Just an update, Green Flag customer relations avdised they had provided really poor service and he said it was a rarity so I've been offered £60 of the £97 punds i've paid, a letter of apology and they are going to see if they can freeze the policy whilst I buy a new car. Couldn't sing the customer relations man praises enough, but he agreed the people I had spoken to in the beginning and the engineers would get feedback. Hurrah!!!!

marcus45

I think green flag are great never had any problems with them.....