Complaints Policy

How to inform us of your complaint

You can contact us by calling 0344 8802468 (Monday-Friday 08:30-17:00 excl. bank holidays), email us at customerservices@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 our Customer Service team, we will refer your concerns to our Head Office Complaints department.  They will be responsible for seeing your complaint through to a final resolution.

• They will complete a thorough investigation into your concerns, doing what they can to resolve it over the phone or email within five working days.
• The complaints team will contact you within two working days of escalation and keep you informed on the progress of the investigation throughout.
• If your complaint is successfully resolved, the complaints team will confirm the resolution via email within 2 working days.

• If you wish to make a formal complaint directly you can email the details to Headofficecomplaints@radius.com.

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service can only deal with complaints about regulated activities, and on some occasions, they can’t help with your complaint as not all Radius products are defined as a regulated activity. To find out more please visit https://www.financial-ombudsman.org.uk/consumers/complaints-cant-help