“I pay for Green Flag Recovery Plus because I expect a reliable nationwide recovery service when I genuinely need it. Unfortunately, my recent experience fell well below what I believe any customer should expect.
At around 2:30 pm, my vehicle suffered a diesel particulate filter fault on the M25. After checking the engine oil, it was obvious diesel had contaminated the oil, making the vehicle unsafe to drive. I reported this through the Green Flag app, but found the reporting process far from intuitive. The nearest option was an amber warning light, which appeared to cause the incident to be treated as a low priority.
Despite clearly stating that the vehicle could not be driven and that, as it is a pickup truck, it required a flatbed recovery vehicle, Green Flag sent a small Transit van. Predictably, the patrol could neither repair nor recover the vehicle. This wasted around an hour and a half before the correct recovery vehicle was even requested.
I then waited another three and a half hours for a flatbed to arrive, leaving me stranded on the M25 for approximately five hours in total.
Trying to speak to Green Flag was equally frustrating. On two separate occasions I spent around 45 minutes waiting for my call to be answered. I was repeatedly told my vehicle would be taken into storage while I continued home in a courtesy car. I explained that I would have preferred the vehicle to be recovered directly, but eventually had no option other than to accept their arrangements.
I was then assured my vehicle would be delivered to my local Mitsubishi dealer within five working days. I booked the garage accordingly. Yesterday I was told the vehicle had reached Bristol and would be delivered today. Today I have been informed that it will not arrive until Monday after all. Green Flag has therefore failed to meet the delivery timescale it promised, causing further inconvenience and forcing me to rearrange plans.
What disappoints me most is that every stage of the process seemed to involve unnecessary delays, poor communication or broken promises. The wrong recovery vehicle was dispatched despite clear information being provided, telephone waiting times were unacceptable, recovery took far longer than it should have, and the promised delivery date has not been honoured.
For a premium Recovery Plus policy, I expected a professional, efficient service. Instead, I received a service that was slow, poorly coordinated and ultimately failed to deliver what was promised.
Based on this experience, I cannot say that Green Flag has justified the premium I pay, and I will be seriously reconsidering whether to renew my policy.”
“My daughter has been left on the motorway for 4 hours and when chased they had the wrong motorway absolute joke. She now has to pay £195 to get taken off as green flag cannot recover”
“Despite our insurance company authorising breakdown recovery, Greenflag refused to pick up our stranded 18 year old son, in 30 degrees of heat and 150 miles away from home. As a father I am gutted about this and had to arrange safe travel home ourselves....really shocked by this”
“Carl from Green Flag, quickly and politely sorted out my starting problem on my Ford Fiesta.
Did a quick electrics diagnosis, and then replaced my exhausted battery.
Was then able to drive off on our planned holiday, trouble free.”
“Locked out of car and they sent someone who couldn't open the car. If I need a dentist I don't expect you to send a cobler. What is the point of sending someone who cant do the job - you knew what the problem was and what was required. Aghast at this appalling service.”
“On Friday afternoon I was driving from Harrogate back home to near Saffron Walden on the A1 M. I broke down and managed to pull onto the hard shoulder and get behind the barrier. I was a retired woman on her own.
I called Green Fag.
From that call till when I got home (Recovery with car as could not be repaired roadside) I had exceptional kindness, care and professionalism. It was an exceptionally busy time so of course some time waiting but the 3 different Recovery Drivers weee all without doubt a pleasure to meet under stressful circumstances.
I can never recall names but wanted to say a big thank you to them all for getting me and my car home.
Thank you. You do a great job in what can be very dangerous circumstances. I am very appreciative.
Please if possible pass on this review to them.”
“15th April 2026 I called Green Flag on behalf of my brother. His Motorhome would not start. B44 area I am quite elderly hence my hearing is not as good. From start to finish the gentleman I spoke to was so caring and understanding and took his time explaining everything and recording the fact on my brothers notes (be patient hearing?, for any future calls)! He had organized for the call out and within 40 minutes the green flag engineer attended and sorted the problem. Spot on! that's a 'SERVICE' GOOD LISTENING SKILL, PROMPT SERVICE ! THANK YOU GREEN FLAG. Life is stressful enough atm ! Service like this is needed for all.”
“Green flag have given me excellent service, prompt call out times etc. Today mechanic Ryan sorted my battery problem which I had phoned Greenflag about and as a bonus sorted my malfunctioning dashboard displays. After poor service from previous breakdown company’s ( the so called big 2 ) it’s a pleasure to find a company so efficient. Thank you Green Flag and Ryan who gave top notch friendly and helpful advice and service. Brian Duffin 7/4/2026”
“Daughter and son broke down at 2am today. Still waiting for car recovery . Also a car to get them to get them home which they are covered for. Now 9pm and have just been informed they will pay for a taxi. The journey will take 2 hours to get to where they r going, no car neither which they should have got. Disgusting service.”
“Green flag recovered my vehicle and dumped it in a hotel carpark with the key in the ignition and unlocked . It was 48hrs later before we discovered it had not been delivered to the garage 😡
Do not use Green Flag they don’t care about your car and use dishonest third party recovery companies who tell you where it’s going when they pick it up but dump it insecure in car parks rather than take it to its promised destination.
Lucky for Green Flag it wasn’t stolen or vandalised !”
“If I could give zero I absolutely would. Husband broke down 4:45 and the side of the motorway.
Complete faff to book the rescue then numerous text messages changing the time.
Finally sent someone who couldn’t do the job as his tacigraph was up. No explanation as to why somebody else didn’t come?
Sat at the services for 3 hours. Called back finally agreed to a taxi and pick the car up at 10 to bring home.
Car not picked up til 2. Again zero communication had to ring constantly to find out what is going on.
Sat here writing this review at 4 and still no car.
Scam of company AVOID at all costs.”
“Broken down on a slip road of the motorway, was told I would be recovered within 50 to 90 minutes. SEVERAL hours later I was still waiting!! I appreciate that they might have a lot of calls but this is joke. One of the main reasons I chose Greenflag was their “ fast recovery time” wish I saved my policy money and went with an independent recovery team.”
“I broke down on my motorbike 6+ hrs ago I broke down at 4:30pm and the Recue turned up at 23:03pm So my rescue is attending after 6hrs of waiting in the Rain. This is my 1st and my last time I use Greenflag . 6 years I paid for their service 1st time im using them I have to wait 6hrs for a rescue. I will never use greenflag again ever.”
“I am a member through my bank. I have only had to use the service once, but my experience was excellent. Reported the problem through the app, was promptly given an ETA. James from Green Flag Patrol in Glasgow arrived less than an hour after my report. He was extremely helpful, kind and professional. My issue was fixed by James in a matter of minutes. Wouldn't hesitate to reccomend.”
“I have Breakdown Cover through my Virgin Money Club M account. I called today because my car broke down in Wales while my friend was driving it (I was at home in Plymouth).
I was incredibly clear with the initial call handler about the "material facts"—specifically that I was not with the vehicle. The handler confirmed this was fine, accepted the claim, and we arranged for the vehicle to be recovered to Plymouth. I was given the option to recover to a garage locally in wales or I asked if it can be back to Plymouth, I was happy with this news. Based on this promise, we stopped looking for other help, as most people would do.
Hours later—after we had relied on their confirmation—they called back to retract the offer. They suddenly decided that because the vehicle wasn't listed on the policy, it fell under "Personal Cover," which requires me to be present. They refused to recover the car, leaving my friend stranded miles from home. Bare in mind nobody had ever told me my car had to be registered on the policy, it’s a benefit that’s happily handed out to customers and not disclosed, in fact they used an excuse that they could at most cover a vehicle I called up about previously (which was a query for recovery that never happened) over a year and 8 months ago.
My issue isn't just the small print; it is the incompetence of the service. You cannot confirm cover when presented with the full facts, allow a customer to rely on that promise, and then pull the rug out from under them hours later. This is dangerous and unfair. It seems they’ll do anything to wiggle out of a claim. When I asked to speak to a manager this was unavailable, I had to lodge a complaint which “someone will try to get back in 72 hours”, I am extremely lucky no one was stuck at the roadside or needed help we wasn’t in the fortunate position to be able to wait around longer than most for.
If you have Club M insurance, do not trust their first answer. They might leave you stranded halfway through a rescue. I couldn’t imagine if I this was on the side of a motorway or with my family.”
“Stuart was very friendly, well informed and professional.when he arrived to assess the problem with my fiat Ducato campervan. Sorted in no time. Joe from Horsforth.”
“If I could give a zero star review I would.
Having paid for both roadside and home start cover I called them on a Monday morning to say my car would not start, then again in the afternoon, again on Tuesday morning.
Come Thursday they had not rung me so I had to get a local garage to come out.
Still no call back from Greenflag so I raised a complaint asking for a full refund.
They eventually called me back 5 days after I originally called them, its a good job I was not sat broken down on the roadside.
Once my refund hits the bank I will be joining the AA.”
“OK have calmed down enough now to be polite.
Firstly I am deeply grateful for my car being recovered and taken home.
On the down side the "technician" that came to my car didn't have a clue about my car and the fact even though I showed him from the Internet that it couldn't be started in neutral because my vehicle doesn't have a starter motor his frustration at this culminating in a £250 key being snapped in half and being told ohhhh that happens just use tape to fix it. Bought a years policy but hopefully it if used again a qualified tech service agent comes.
Again though happy my car got delivered to my drive.”
“Bought road side assist broke down it was dark in pouring rain on my own female they refused said recovery only I said don't need recovery as car started I just needed reassuring still refused to send roadside assistance that I paid for PLEASE JOIN AA OR RAC better service I complained got nothing not even an apology I am going to the OMBUDSMAN now”
