Complaints against BSL

There may be times when consumers, fuel registrants or associated organisations feel dissatisfied with the service provided by BSL or a member of our staff. We will always endeavour to assist in resolving any concern received and take appropriate steps to improve our processes. 

Please note that, whilst all efforts will be made to arbitrate any complaint, there may scenarios where the nature of the complaint falls outside of the purview of BSL. Where this is the case, we will endeavour to provide you with the correct body or association to forward the complaint.

A Word document version of this complaint form can be downloaded here.

The complaints process can be viewed here.

Please add where applicable

Complaint Process

When a complaint is received, it will be assigned to the appropriate manager and allocated a unique reference number. The complainant will be acknowledged and made aware of the person dealing with their complaint together with an indication of how long it will take to investigate and report back to them. It may be necessary to contact the complainant a number of times to ensure that we have all the necessary information and that they are kept up to date.