As the UK's favourite online heating oil supplier, we strive to bring our customers the best experience possible; from the moment they log on to our website, to after their oil has been delivered.
However, we understand that things don't always go as planned. From time to time issues can arise, for example problems with delivery access, weather-related delays, issues with your oil tank or other complications with your order. If something does happen, please don't panic - we're here to help.
Our friendly team of Customer Service agents aim to respond to any concerns or complaints in a helpful and timely manner. To enable us to do so, please complete the form below and submit it to start the process.
Working with a network of over 100 trusted oil suppliers means that sometimes, situations arise that are unfortunately outside of our control.
However, we are available to support you with any issues you may have relating to your delivery - whether that means contacting suppliers on your behalf, or mediating discussions to help you reach a satisfactory conclusion.
Fill out our Customer Contact Form. To help us with your enquiry, please provide as much detail as possible.
Please Note: Due to data protection rules and our own commitment to confidentiality, we are only able to communicate with the person whose name appears on the original order details. If you would like to appoint a representative, written permission must be provided.
Most complaints can be dealt with by our front-line team, who will do their best to resolve the matter quickly, to your satisfaction. If we can't resolve your complaint immediately, it will be assigned to a member of our Customer Services team.
Your Customer Service Representative will contact you by email to confirm that they have received your complaint, and provide you with an estimated response time.
Our team will carry out an investigation into the complaint you have raised. Once a conclusion has been reached, your Customer Services Representative will provide you with a response to your complaint.
If the issue has not been settled, your complaint will be passed on to one of our Customer Service Managers, who will contact you directly by phone or email.
If the Customer Service Management team are unable to resolve your complaint, it will be passed on to the Head of Customer Services, who will contact you by phone or email to resolve the issue.
If you would prefer to write to us, our address for correspondence is:
St Ives Business Park,