At UK Fuels we want you to have an excellent customer experience, therefore it is important to us that we know when you feel the product or service you have received does not meet with your expectations. We value your feedback and have an Internal complaint handling procedure designed to help us resolve any customer complaints in a timely fashion, and to use the feedback to introduce improvements to make your experience even better. 

How to inform us of your Complaint

You can contact us by calling 0344 8802468, email us at info@ukfuels.co.uk or write to us at: 

Customer Services Department
UK Fuels Limited
Eurocard Centre
Herald Park
Herald Drive
CREWE
CW1 6EG

Complaints Procedure

If we can’t resolve your complaint immediately through your Account Manager or usual point of contact, we’ll refer your concerns to our Customer Services department.  They’ll be responsible for seeing your complaint through to a final resolution. 

 

 

 

 

 

Your Rights

If you’re not happy with our final response or if eight weeks has passed since you first let us know about your complaint, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) – depending on the structure of your business and if it falls within the jurisdiction of the service, the details of which can be found here.

We will let you know if we believe the FOS can review your complaint when we send you either our final response, or confirmation that we’ll not be able to respond within eight weeks. 

If you wish to contact them directly, you can find more information about FOS referral rights by visiting www.financial-ombudsman.org.uk. Alternatively, the FOS can be contacted by telephone on 0800 0234567, by email at complaint.info@financial-ombudsman.org.uk, or by letter at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.