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 email@example.com or write to us at:
Customer Services Department
UK Fuels Limited
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.
- They’ll complete a thorough investigation into your concerns, doing what they can to resolve it over the phone or email within three working days. If it can be resolved, they will send you written confirmation and explain what to do if you remain unhappy with the resolution.
- If not resolved inside that time, they will send an acknowledgment of your complaint in writing, within eight days.
- The Customer Services team will keep you updated on the progress of the investigation, and once completed they will be in touch to discuss the outcome of your complaint, and deliver the findings in writing within eight weeks, and explain what you can do if you remain unhappy with our resolution.
- If the team can’t respond inside eight weeks, they will let you know why and when to expect a response. Typically, however, complaints are dealt with inside four weeks.
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 firstname.lastname@example.org, or by letter at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.