A consumer guide to oil fuel costs, suppliers and payment plans
How to use this guide
Customer Charter and Code of Conduct for UKIFDA members
UK and Ireland Fuel Distribution Association (UKIFDA) is the trade association for the liquid fuels distribution industry. Amongst other roles, the UKIFDA provides a voluntary regulatory service that requires their members to sign up to a Code of Practice and Customer Charter. These documents seek to improve the profile of the oil supply sector by formalising good practice and delivering high standards of service to domestic oil customers. A summary of their commitments are as follows:
- Provide a service consistent with fairness, integrity and best practice
- Take special care in dealings with customers who are vulnerable due to age, disability or economic circumstances
- Provide accurate information to their customers around their products and services
- Provide annual statements to customers on monthly payment plans
- Assist customers unable to meet payment deadlines with alternative payment arrangements they can adhere to. Court action must be a last resort.
- Provide minimum levels of information for contracted deliveries including timescales, price and payment commitments.
- Resolve complaints quickly via an in-house complaints procedure; ideally published on their websites. Complaints must be dealt with in a 30-day period. Unresolved complaints can be referred to the UKIFDA.
The customer charter sets out in more basic terms these commitments and also provides guidance on managing oil supplies and suppliers effectively. Both can be accessed at https://www.fpsonline.co.uk