Ford Fuels: most-reported complaints
Automated analysis of 401 public Trustpilot reviews published 2024-02-01 to 2026-09-23. TrustScore 4.9 from 4,018 total reviews — see the Trustpilot page. Quick answer: is Ford Fuels legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, which accounted for 38% of the 63 complaints identified in 401 reviews. Delivery failures were the second most common issue, representing 19% of complaints and showing a rising trend. Customers also frequently cited unhelpful support and poor core service, each accounting for 16% and 14% of complaints respectively, with both trends falling.
How to reach Ford Fuels
These are the contact details Ford Fuels publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01761452222, email [email protected], address The Oil Depot, Farrington Fields, Farrington Gurney, BS39 6UU, GB.
The company claimed its Trustpilot profile on 2021-10-01, uses Trustpilot’s paid features, and last replied to a negative review on 2026-04-21. Trustpilot ranks it 2 of 13 in Heating Oil Supplier. We last checked this profile on 2026-09-24 and found 16 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.5★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (50%, 13.2d) · 2026-08-15 (50%, 13.2d) · 2026-08-18 (50%, 13.2d) · 2026-08-21 (50%, 13.2d) · 2026-08-24 (50%, 13.2d) · 2026-08-27 (50%, 13.2d) · 2026-08-30 (50%, 13.2d) · 2026-09-02 (50%, 13.2d) · 2026-09-08 (50%, 13.2d) · 2026-09-11 (50%, 13.2d) · 2026-09-14 (50%, 13.2d) · 2026-09-17 (50%, 13.2d) · 2026-09-21 (50%, 13.2d) · 2026-09-24 (50%, 13.2d).
Severity: 17% of this company’s 63 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 7.6 days between the experience and publishing their negative review (101 reviews record both dates).
What their policy promises
delivery promise: charged for received litres only
“Yes, you will only be charged for the number of litres you receive.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 64 negative reviews that received a public reply, the median wait was 3.7 days — the company profile reports an average of 13 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 64 company replies to negative reviews analysed, 23% engaged with the specific problem and 73% were generic templates.
6% of its 304 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 38% of this company’s complaints vs a 24% median across 53 ranked companies in its sector.
Review velocity: 2,337 of this company’s 4,018 Trustpilot reviews (58%) were written in the last 12 months.
What are the most common complaints about Ford Fuels?
Delivery late
24 reports · 38% of complaintssteady“delivery was on Mon 16th and I was obliged to shut down 2 of our 3 Boilers on the preceding Friday”
The company replied on 2026-04-21: “Thank you for taking the time to review your experience. We will investigate the matter you mention, and implement any internal changes where necessary, to ensure this problem does not occur again.”
Our classifier read this reply as a template response.
“The top up scheme has failed and they have refused to go today to give her oil .”
The company replied on 2025-03-20: “We are terribly sorry to hear of your recent experience. We hope as a valued customer yourself you know this is not our standard quality of service. Could you please forward me your details directly…”
Our classifier read this reply as a template response.
“It still didn’t arrive until 3.30pm.”
Delivery failed
12 reports · 19% of complaintsrising since 2026-01“I was sent a large tanker which caused damage to my front gate and scored up my driveway.”
The company replied on 2026-03-09: “Thank you for taking the time to review your experience. We will investigate the matter you mention, and implement any internal changes where necessary, to ensure this problem does not occur again.”
Our classifier read this reply as a template response.
“Delivered to wrong address. Promised next day delivery to correct error. Failed to deliver”
“the last 18 months of deliveries have damage my property everytime.”
Support unhelpful
10 reports · 16% of complaintsfalling“it's now 21st March 2026 and the boiler still has the fault E9.”
“The manager of your local depot has been as good as a chocolate teapot and has not responded to my communication”
The company replied on 2025-10-09: “Thank you for taking the time to review your experience, please accept our apologies for failing to meet your expectations on this occasion. Please can you contact us at [email protected] as we…”
Our classifier read this reply as a template response.
“Engineer due to come yesterday, phone call cancelling until next week.”
The company replied on 2024-12-02: “Thank you for taking the time to leave us a review. We have reviewed the problems you've experienced, and will be contacting you with solutions to remedy any outstanding issues. We hope you will…”
Our classifier read this reply as a template response.
Poor core service
9 reports · 14% of complaintsfalling“We have made a complaint and have received no further help with the matter.”
“he walked upstairs into the bedroom with his wet shoes on.”
The company replied on 2026-01-23: “Thank you for taking the time to review your experience, please accept our apologies for failing to meet your expectations on this occasion. Please can you contact us at [email protected] as we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The man who serviced my boiler did not know what he had to do.”
The company replied on 2025-11-25: “Thank you for taking the time to review your experience, please accept our apologies for failing to meet your expectations on this occasion. Please can you contact us at [email protected] as we…”
Our classifier read this reply as a template response.
Overcharging
8 reports · 13% of complaintsrising since 2026-01“my oil delivery was cancelled, and presumably sold to another customer at the higher price.”
“You uplifted your price way too quickly.”
“Rapid price inflation!”
Billing errors
6 reports · 10% of complaintsrising since 2026-01“Their own Order confirmation clearly stated 4 wheel tanker.....”
“when we received the bill it was 8p. more per litre”
The company replied on 2026-01-23: “Thank you for taking the time to review your experience, please accept our apologies for failing to meet your expectations on this occasion. Please can you contact us at [email protected] as we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“you have apologised and cancelled the invoice”
The company replied on 2026-01-23: “Thank you for taking the time to review your experience, please accept our apologies for failing to meet your expectations on this occasion. Please can you contact us at [email protected] as we…”
Our classifier read this reply as a template response.
Compare Ford Fuels with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.