At WCF Chandlers 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: WCF
Chandlers, Warren Way, Grantham, Lincolnshire, NG31 9SE
Telephone: 01476
576200
Email: complaints@wcfchandlers.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:
WCF Chandlers
Warren Way
Grantham
Lincolnshire
NG31 9SE
Or via complaints@wcfchandlers.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.
With our domestic heating oil services for homeowners, bulk fuel solutions for farms and businesses, and local village buying groups with thousands of members across Lincolnshire, Nottinghamshire, Yorkshire, Norfolk, Northumberland, and the East Midlands, WCF Chandlers ensures you never run out of fuel, whether it’s home heating oil, gas oil for your farm, or diesel for your commercial operations.
Whether you need heating oil for your boiler, red diesel for farm machinery, or commercial fuels and diesel for your business fleet, we have you covered. Across all our depots, we are committed to providing exceptional value and exceeding expectations with our award-winning service. From affordable heating oil to bulk fuel supplies, WCF Chandlers delivers the right solution for your needs.
Get an instant heating oil quote 24/7 with our easy-to-use and secure online ordering system. Simply enter your postcode to see live heating oil prices near you and place your order anytime.
Emergency
Heating Oil: If you run low, we offer express deliveries and kerosene boxes that can be collected directly from our Grantham depot, giving you peace
of mind when you need fuel quickly.
We also
support local Village Buying Groups, allowing you to benefit from more
competitive prices by grouping deliveries in your area. With thousands of
members, our buying groups reduce distribution costs, and we pass those savings
directly to you. Find your local group and join today.
For
complete convenience, we can even manage your fuel levels with the WCF
Chandlers Tank Smart Monitoring service. And if you’d prefer to spread the cost of
your heating oil, consider our flexible Heating Oil Payment Plans, which allow you to secure the best available price and spread the cost over time.
