Our aim at Fuel Included Limited is to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients. The procedure below explains how we will deal with any complaints, and details further steps you can take if you think your complaint has not been resolved satisfactorily.

If you have a complaint:

If you are unhappy with any part of our service then we want to hear from you. Please contact us by telephone or in writing and your complaint will be investigated and resolved in the shortest possible time. To help us act as quickly as possible, you should initially contact the department with which you have been dealing.

We will always try to resolve your complaint immediately; however, sometimes, this may not be possible. If we are not able to resolve your complaint by the end of the next business day, we will keep you informed of our progress and provide our final response in writing giving you our conclusions and any subsequent steps for you to take.

To register a complaint please contact us by either:

  • email us at support@fuelincluded.com
  • call us on 01908 90-40-20
  • or write to us at Unit 18, Codlin Close, Northampton NN3 9TG

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, which you must do within six months of our final response. If it is appropriate, when we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at Unit 18, Codlin Close, Northampton NN3 9TG.

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