Complaints Policy

At UK Fuels we want you to have an excellent customer experience and it is important to us to know when you feel the product or service you have received does not meet your expectations. The Company values your feedback and has in place an Internal Complaints Handling Procedure designed to help us resolve any customer complaints, understand what causes our customers to complain and to use the feedback to introduce improvements to make your experience even better.

Contact

You can contact us by calling 0333 3326665, email us or write to us at:

Customer Services Department
UK Fuels Limited
Eurosales Centre
Herald Park
Herald Drive
Crewe CW1 6EG

Complaints Procedure

When we receive a complaint we aim to resolve the matter quickly and satisfactorily by the end of the third business day.

If the matter is more complex or we need more information, we will acknowledge your complaint in writing and let you know what further information we need to complete our investigations.

We aim to resolve the majority of complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.

In the unlikely event the complaint is not resolved within 8 weeks we will contact you to explain why the process has been extended.

If your business falls under the category of Micro-Enterprise* or a Charity** and you are not satisfied with our final response or if 8 weeks has passed since you first let us know about your complaint, the Financial Ombudsman Service provides an independent review service for unresolved complaints that is free to customers. They can be contacted at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email complaint.info@financial-ombudsman.org.uk Website www.financial-ombudsman.org.uk
Telephone (landline) 0800 023 4 567
Telephone (from a mobile) 0300 123 9 123

From outside the UK +44 20 7964 1000
The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.

You can access the ODR platform by clicking on the following link: https://ec.europa.eu/consumers/odr/
You may use the ODR service if you are an EU resident and have a complaint about a product or service purchased from us online. As the ODR platform will ultimately re-direct your complaint to the UK Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance.

*”Micro-Enterprise” means an enterprise which, at the time these Terms and Conditions of Use are entered into, is an enterprise as defined in Article 1 and Article 2(1) and (3) of the Annex to Recommendation 2003/361/EC which, in summary, is any entity engaged in economic activity, irrespective of its legal form, which employs fewer than 10 persons and whose annual turnover and/or annual balance sheet total does not exceed €2 million ;

**”Charity” means a body whose annual income is less than £1 million and is –
(a) in England and Wales, a charity as defined by section 1(1) of the Charities Act 2006;
(b) in Scotland, a charity as defined by section 106 of the Charities and Trustee Investment (Scotland) Act 2005;
(c) in Northern Ireland, a charity as defined by section 1(1) of the Charities Act (Northern Ireland) 2008;

The new Payment Services Regulations 2017 (also known as PSD2) aim to promote innovation, competition and improved security and reliability. These come into effect from January 13th 2018.


What will these changes mean for you?

A key change makes it possible for you to authorise a regulated third party payment service provider to access your account information.

How can you make use of these new facilities?

You can only grant a third party access to the account information you can view. You need to register for online access to be able to request authorisation of a third party.

In order to request third party account access you must call Card Services, who will be able to assist with your request.

Any third parties you wish to authorise must appear in the European Banking Authority's register of regulated payment service providers.

It is important to emphasise that you must not share your login ID and password with anyone. This important security condition is part of the card agreement we have with you.

You can revoke the authorisation given to a third party for account access by contacting Card Services.

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The Card is issued by Wirecard Card Solutions Ltd ("WDCS") pursuant to license by Mastercard International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051).

Eurocard Centre. Herald Park Crewe. CW1 6EG Company No. 02212080 | VAT Reg Number 473 5230 53