Flagstone: most-reported complaints
Automated analysis of 467 public Trustpilot reviews published 2025-11-26 to 2026-09-17. TrustScore 4.7 from 5,899 total reviews — see the Trustpilot page. Quick answer: is Flagstone legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, which accounted for 59% of the 59 complaints identified in the 467 reviews analyzed. Support unhelpfulness was the next most common issue, cited in 12% of complaints, followed by misleading pricing and other concerns, each representing 10%. The trend for account and app problems is rising, while support unhelpfulness and other issues are falling. Misleading pricing complaints are also on a rising trend.
How to reach Flagstone
These are the contact details Flagstone publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 020 3745 8130, email [email protected], address 26-27 Oxendon Street, London, SW1Y 4EL, GB.
The company claimed its Trustpilot profile on 2021-02-18, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-16. Trustpilot ranks it 46 of 108 in Financial Institution. We last checked this profile on 2026-09-24 and found 20 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: FLAGSTONE GROUP LTD (no. 08528880), active, incorporated 2013 (13.3 years); next accounts due 2026-09-30, 1 registered charge. 5 current officers (10 on record historically); 77 filings in the last 12 months (528 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Elsewhere: 3.3★ on Google (27 reviews) — a 1.4-star gap between its Trustpilot and Google scores.
TrustScore over time
4.7 → 4.7 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (98%, 0.9d) · 2026-08-15 (100%, 0.9d) · 2026-08-18 (100%, 0.9d) · 2026-08-21 (100%, 0.9d) · 2026-08-24 (100%, 0.9d) · 2026-08-27 (100%, 0.9d) · 2026-08-30 (98%, 0.9d) · 2026-09-02 (98%, 0.9d) · 2026-09-08 (100%, 0.9d) · 2026-09-11 (100%, 0.9d) · 2026-09-14 (100%, 0.9d) · 2026-09-17 (100%, 0.9d) · 2026-09-20 (100%, 0.9d) · 2026-09-24 (100%, 0.9d).
Severity: 7% of this company’s 59 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2024, 30% of 10 one-to-three-star reviews were 1★; in June 2026, 23% of 13.
Counted from January 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (474 reviews record both dates).
What their policy promises
complaint process: 15th business day
“We usually aim to resolve issues by the 15th business day following receipt of the complaint”
complaint process: by the 15th day
“we will notify you of the anticipated timeframe by the 15th day”
complaint process: 15 days
“In the unlikely event that you have not had an initial response from us within 15 days”
complaint process: 35 days
“or a final response within 35 days”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 493 negative reviews that received a public reply, the median wait was 1.5 days — the company profile reports an average of under a day.
Reply quality: of 493 company replies to negative reviews analysed, 38% engaged with the specific problem and 47% were generic templates.
19% of its 381 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 59% of this company’s complaints vs a 15% median across 112 ranked companies in its sector.
Review velocity: 1,886 of this company’s 5,899 Trustpilot reviews (32%) were written in the last 12 months.
What are the most common complaints about Flagstone?
Account/app problems
35 reports · 59% of complaintsrising since 2026-07“For over the last month, every time I attempted to log into the site I receive a "sorry this page does not exist"”
The company replied on 2025-12-22: “Thank you for posting a review and we are sorry to hear that your experience was not up to the standard you expected. We really appreciate your patience and for taking the time to speak with us…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“There was no provision of an opportunity to consent each individual bank's T & S despite downloading pdfs”
The company replied on 2026-05-19: “Dear Geoff, Thank you for sharing your recent experience with us, though we're really sorry to see you had troubles opening a savings account. We've located the misleading information which caused…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“I always find it difficult to to get logged into flagstone using the website”
The company replied on 2026-02-24: “Dear Sarah, Thank you for posting a review and we’re sorry to hear that you find it difficult to log into your Flagstone account using the website. We'd like the opportunity to investigate your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
7 reports · 12% of complaintsfalling“For over the last month, every time I attempted to log into the site I receive a "sorry this page does not exist"”
The company replied on 2025-12-22: “Thank you for posting a review and we are sorry to hear that your experience was not up to the standard you expected. We really appreciate your patience and for taking the time to speak with us…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I have had gtrreat difficulty in investing the money I transferred too u”
The company replied on 2026-01-05: “Dear Simon, Thank you for posting a review and we are sorry to hear that your experience was not up to the standard you expected. We'd like the opportunity to investigate your feedback further. We…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Instead of helping me solve a simple problem, your customer service chose to blame me for not receiving the code.”
The company replied on 2026-07-03: “Dear Lene, Thank you for taking the time to share your feedback. We’re sorry to hear that your recent interaction did not match your expectations on this occasion. We understand you've had…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Misleading pricing
6 reports · 10% of complaintsrising since 2026-07“I have an existing account and was informed that the interest rate will reduce from 3.61% to 3.22% as of 1 Jun 2026.”
The company replied on 2026-05-29: “Thank you for sharing your recent experience with us. We understand you have spoken to our Client Services team in relation to this which we hope helped. The rate change you experienced was due to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I feel conned. Despite the flagstone reply, I can assure you that I did not receive the offer”
The company replied on 2026-09-07: “Dear Simon, Thank you for taking the time to share your recent experience with us at Flagstone. We're sorry to hear about your concerns regarding the introductory rates offered when you opened your…”
Our classifier read this reply as a substantive response.
“The process of the money moving out to a third party needs to be explained more.”
The company replied on 2026-08-17: “Dear Caroline, Thank you for taking the time to share your feedback. We appreciate that moving large sums of money can feel daunting, particularly when navigating savings products for the first time.…”
Our classifier read this reply as a substantive response.
Other
6 reports · 10% of complaintsfalling“Every time I choose a different savings bank account, YOU STOPPED IT!!!!”
The company replied on 2025-12-09: “Dear Andrew, Thank you for sharing your feedback. We truly appreciate your perspective and understand how important ease of use is in these matters. We hope the information we provided directly has…”
Our classifier read this reply as a template response.
“far too complicated”
The company replied on 2026-06-18: “Dear Leon, Thank you for posting a review and we are sorry to hear that your experience was not up to the standard you expected. We'd like the opportunity to investigate your feedback further. We…”
Our classifier read this reply as a template response.
“Your site is not easy to negotiate”
The company replied on 2026-06-18: “Dear Sue, Thank you for taking the time to share your feedback. We’re really sorry to hear that you’ve found the platform difficult to navigate, particularly when it comes to reinvesting. We…”
Our classifier read this reply as a template response.
Billing errors
5 reports · 8% of complaintsrising since 2026-07“Flagstone have had my investment for 4 months without paying any interest at all.”
The company replied on 2026-01-16: “Dear Helen, Thank you for taking the time to share your feedback. We're sorry to hear about your experience. Funds on the Flagstone platform must be actively placed into a savings product in order to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Money held by Flagstone for 5 months with no interest paid and no notification that no interest was being paid”
The company replied on 2026-01-19: “Dear Helen, Thank you for taking the time to share your feedback with us again. We are again, very sorry to read about your experience and we do appreciate your frustration. We understand you have…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Disappointed that I lost a weekends interest before my deposit was returned”
The company replied on 2026-08-10: “Dear N Farmer, Thank you for your review. We're sorry to hear that this experience did not meet your expectations. We understand how frustrating it can be when you're waiting for funds to be returned…”
Our classifier read this reply as a substantive response.
Compare Flagstone with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.