Complaints Handling Procedure

COMPLAINTS HANDLING PROCEDURE

Last Review: August 2016

Our Complaints Procedure
Wrong Fuel Recovery is committed to providing exceptional quality wrong fuel services and customer care. We acknowledge however, there are times when you may not be completely satisfied with our services. To deal with this and help improve our quality of service, we have an Official Complaints Handling Procedure.

We Will Deal With Your Complaint
We will not ignore a complaint. In fact, your feedback allows us to see where our services or procedures could be improved. If you feel we have undertaken something which you found unsatisfactory, let us know even if you do not think your particular concern amounts to a “complaint”.

How to Complain
In all cases, the address for correspondence is:
WF Recovery Group, 3 Herga Court, Stratford Road, Watford, WD17 4PA.

If you have initially made your complaint verbally – whether in person or over the phone – you will be required to send a written summary of your complaint to the address above or to our email address (wrongfuelrecovery@wfrecoverygroup.co.uk).

Once we have received your written complaint (either via email or post), we will contact you in writing or via email within seven days. At this stage, we will give you our understanding of your case and may ask you for further information or evidence. We will also invite you to make any further comments that you may have in relation to this.

Within twenty-one days of receipt of your written complaint, we will write to you informing you of the outcome of the investigations into your complaint and let you know what actions have been or will be taken.
Conclusively, we aim to resolve and close all written complaints within a twenty-one-day period.

Please remember to leave your contact details when you contact us.


We have no governing bodies which will take any liability or involvement in our customer handling procedures.