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NatWest Account Benefits - What A Con

On 11th March 2022 my wife and I were travelling to Hull, 120 miles away, we broke down but managed to park at a local car dealership 2 miles outside of Hull. The engine was knocking and we were advised not to drive the car. We managed to find an alternative way home. I rang Green Flag (only the 2nd time we had whilst being with NatWest for 30+ years). I was asked a number of questions. When I explained the vehicle was unfit to drive our description of the problem did not fall into "dropdown" options the agent had - she referred to her Manager - we were then told they were unable to collect our car. I offered to pay to see if this would make a difference. I was told Green Flag were not interested.

Luckily we were not abandoned at the side of a Motorway. If we had how could Green Flag or NatWest stand by their decision? I found my NatWest letter confirming all the account benefits we were entitled to. This is what they said about Green Flag Breakdown Cover "if you break down at home or anywhere in Europe, Green Flag are just a phone call away. All vehicles owned by you & kept at your home are protected". Reality is not quite the same. I've complained to NatWest on their online form, 4 days later no response!

In summary, could it be that if we'd paid Green Flag an annual fee their "dropdown" questions may have been more comprehensive? I think I should rename them RED FLAG!

Replies

  • cx6cx6 Forumite
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    if i were you I would raise a formal complaint with Natwest
  • penners324penners324 Forumite
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    And complain the Green Flag.
  • 400ixl400ixl Forumite
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    Usually the cover it to get your vehicle to the nearest place of repair and you to your destination. Sometimes it could be you and the vehicle to the destination.

    If the car was already at the nearest place of repair and you had already made your way home what were you expecting from the policy? It sounds like you want them to recover the vehicle from the place of repair back to you?

    Has the vehicle been repaired by the garage in Hull?

    If you were stuck by the side of the road with the vehicle, they most likely would have recovered you to the nearest place of repair or home with you, but that isn't what you needed from what I took from your description.
  • dunstonhdunstonh Forumite
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    we broke down but managed to park at a local car dealership 2 miles outside of Hull.
    As mentioned above, recovery services normally take your car to the where they can be repaired and you to your destination.

    In this case, you went to your destination yourself. So, you didn't use that part of the recovery and your vehicle was already at an appropriate place for repair.  So, again, no need for a recovery service.

    Luckily we were not abandoned at the side of a Motorway. If we had how could Green Flag or NatWest stand by their decision?
    In that scenario, they would have recovered you and taken the car to the nearest dealer or repair company and you on to your destination.

     This is what they said about Green Flag Breakdown Cover "if you break down at home or anywhere in Europe, Green Flag are just a phone call away. All vehicles owned by you & kept at your home are protected". Reality is not quite the same.
    What you have quoted has nothing to do with the service provision.   You didn't need recovery as the car was already at the appropriate place and you chose to make your own journey arrangements.


    In summary, could it be that if we'd paid Green Flag an annual fee their "dropdown" questions may have been more comprehensive? I think I should rename them RED FLAG!
    Or could it be that you are mistaken about what a recovery service does?
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • marcia_marcia_ Forumite
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     How is a car dealership a place of repair?
     They sell cars not necessarily repair them dont they? 
  • edited 5 April at 2:27PM
    dunstonhdunstonh Forumite
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    edited 5 April at 2:27PM
    marcia_ said:
     How is a car dealership a place of repair?
     They sell cars not necessarily repair them dont they? 
    Most car dealers have a service department attached to them.   Used car dealers usually dont but the OP says car dealer rather than used car dealer.

    if the op told the recovery agent that the car was at the local dealership then that would infer it was already where it needed to be.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • phillwphillw Forumite
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    Bassini said:
    We managed to find an alternative way home.

    Are you saying you went home before calling green flag?
    I'm pretty sure that most personal break down cover is only valid when you are actually with the car.

    They won't just go out collecting cars that you ask them to.

  • ThrugelmirThrugelmir Forumite
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    Why would you want your car transported home when it's undrivable and already at a place of repair. 
  • ThrugelmirThrugelmir Forumite
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    marcia_ said:
     How is a car dealership a place of repair?
     They sell cars not necessarily repair them dont they? 
    Why did they advise that the vehicle was unfit to drive then? 
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