At Allan Stobart Lubricants & Fuels we strive to offer excellent customer service at all times.
However, we recognise that on occasions we may not live up to our high standards.
To ensure we deal with any concerns you may have as effectively as possible we have produced our Complaints Procedure.
All complaints will be dealt with and investigated in a timely manner. We aim to respond to all complaints within two working days. The information will be handled sensitively and in line with any data protection requirements.
Aims of the Complaints Procedure
Our Complaints
Procedure aims to:
1. Provide a fair and simple process for handling
complaints.
2.
Publicise the existence of our complaints
procedure so that people know how to contact us to make a complaint.
3.
Make sure everyone at WCF Chandlers knowns what
to do if a complaint is received.
4.
Make sure all complaints are investigated fairly
and in a timely manner.
5.
Make sure that complaints are, whenever
possible, resolved and that relationships are repaired.
6.
Gather information which helps us to improve
what we do.
How to contact us
Post: Allan Stobart Lubricants & Fuels, Low Currigg, Raughton Head, Dalston, Carlisle, Cumbria CA5 7DX
Telephone: 016974 76575
Email: adminoffice@allanstobart.co.uk
STEP 1
We will always look to resolve your complaint at the first point of contact. The person answering your call will attempt to resolve matters with you whilst you are on the call.
However, if necessary, your complaint will be escalated to a manager.
If a letter or email is sent, the relevant staff member will
acknowledge receipt within two working days and aim to resolve your complaint
within five working days.
STEP 2
We would like to resolve your complaint at STEP 1. However, if you do not receive a satisfactory response then you can raise the issue with our Customer Service Manager who can be reached at:
Allan Stobart Lubricants & Fuels, Low Currigg, Raughton Head, Dalston, Carlisle, Cumbria CA5 7DX
Or via adminoffice@allanstobart.co.uk
A response will be sent in writing via letter or email to
acknowledge the complaint and indicate when you can expect a reply. An internal review team will aim to reach a
resolution as soon as possible on the complaint within 30 working days.
For over four decades, Allan Stobart Fuels has
been your trusted local fuel supplier and we take pride in delivering
exceptional customer service and competitive prices. Proudly serving homes,
farms, and businesses across Cumbria and southern Scotland, we provide reliable
fuel solutions tailored to your needs. Please take advantage of our Savers Plan Direct
Debit scheme, where you can pay a manageable monthly amount and build credit
for future heating oil deliveries. This flexible plan ensures you're always
prepared, making it easier to budget for your heating needs throughout the
year. Allow us to track your fuel levels and schedule deliveries as needed with
our tank monitoring service so that you can focus on what matters most without
worrying about your tank running low.
Use our fuel cards nationwide at a wide network of UK Fuels sites to streamline your fuelling process and benefit from
competitive prices and monthly invoicing.
In addition to fuel, we also offer a wide range
of fuel tanks, lubricants and additives, and our dedicated team is always on
hand to assist you, ensuring you receive the best products and service every
step of the way. Whether you're heating your home, fuelling your farm, or
powering your business, Allan Stobart Fuels is here to ensure you receive
top-quality fuel with a commitment to excellence.
