Calor: most-reported complaints
Automated analysis of 760 public Trustpilot reviews published 2026-06-08 to 2026-09-23. TrustScore 4.7 from 25,755 total reviews — see the Trustpilot page. Quick answer: is Calor legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Calor's support is unhelpful, with 25 complaints representing 26% of identified issues. Delivery delays are the second most common concern, cited in 20 instances or 21% of complaints. Billing errors were reported 17 times (18% of complaints), and support being unreachable was noted in 15 cases (16% of complaints).
How to reach Calor
These are the contact details Calor publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0800 626 626, email [email protected], address Athena House, Athena Drive, Warwick, CV34 6RL, GB.
The company claimed its Trustpilot profile on 2017-09-27, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 20 of 29 in Gas Company. We last checked this profile on 2026-09-23 and found 42 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: CALOR GROUP LIMITED (no. 02099146), active, incorporated 1987 (39.5 years); next accounts due 2027-09-30, last accounts filed 2026-08-20, 3 registered charges. 3 current officers (47 on record historically), 6 resignations in the last 24 months; 9 filings in the last 12 months (293 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 2,379 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. Recent thread titles: “Best online calorie/food tracker?”, “E: 26/03 - Win a two month supply of slimming formula”, “Calor LPG Tricks”.
Elsewhere: 2.3★ on Google (64 reviews) — a 2.4-star gap between its Trustpilot and Google scores.
TrustScore over time
4.7 → 4.7 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 (100%, 0.4d) · 2026-08-14 (100%, 0.4d) · 2026-08-18 (100%, 0.4d) · 2026-08-21 (100%, 0.4d) · 2026-08-24 (100%, 0.4d) · 2026-08-27 (100%, 0.4d) · 2026-09-01 (100%, 0.4d) · 2026-09-04 (100%, 0.4d) · 2026-09-07 (100%, 0.4d) · 2026-09-11 (100%, 0.4d) · 2026-09-14 (100%, 0.4d) · 2026-09-17 (100%, 0.4d) · 2026-09-20 (100%, 0.4d) · 2026-09-23 (100%, 0.4d).
Severity: 41% of this company’s 97 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In March 2026, 71% of 66 one-to-three-star reviews were 1★; in September 2026, 80% of 15.
Counted from March 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (532 reviews record both dates).
Measured reply time: across 582 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 582 company replies to negative reviews analysed, 56% engaged with the specific problem and 32% were generic templates.
Review provenance: 478 company-invited reviews in the recent window average 4.88★, while 232 organic (uninvited) reviews average 4.37★.
22% of its 630 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: support unhelpful makes up 26% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 6,177 of this company’s 25,755 Trustpilot reviews (24%) were written in the last 12 months.
What are the most common complaints about Calor?
Support unhelpful
25 reports · 26% of complaintsrising since 2026-09“We also need communication in advance about a delivery so as to unlock a farmer’s gate which has not happened”
The company replied on 2026-07-29: “Hi Paul, Please accept my apologies for the communication issues regarding your recent delivery. I've located your account and can see that the order was placed with specific instructions to call due…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“unable to move to another supplier, facing higher prices, and still waiting for Calor to resolve the issue preventing us from leaving.”
The company replied on 2026-09-23: “Hi Jamie, Please accept my apologies for any switching issues which you've advised has affected your current pricing. I've requested your details so that this can be investigated. - Gary”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I wanted to contact calor and their website blocks you from contacting unless you have an online account.”
The company replied on 2026-09-21: “Hi, Thank you for taking the time to leave us a review. Please accept my apologies for the frustration and disappointment you have experienced. I’m particularly sorry to hear that you have been…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery late
20 reports · 21% of complaintsfalling“We also need communication in advance about a delivery so as to unlock a farmer’s gate which has not happened”
The company replied on 2026-07-29: “Hi Paul, Please accept my apologies for the communication issues regarding your recent delivery. I've located your account and can see that the order was placed with specific instructions to call due…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“the most recent incident today the 7 th July 2026 has been unacceptable”
The company replied on 2026-07-08: “Hi, Thank you for taking the time to leave a review. We're truly sorry to hear about your experience and to learn that, after so many years as a loyal customer, you feel let down by the service…”
Our classifier read this reply as a template response.
“No stockist anywhere near me has had a delivery for 6 weeks”
The company replied on 2026-06-29: “Hi David, Demand for LPG cylinders increases significantly during the summer months, particularly for BBQs, camping and outdoor leisure activities. This seasonal surge can occasionally outpace local…”
Our classifier read this reply as a substantive response.
Billing errors
17 reports · 18% of complaintsfalling“Overfill in February- still not removed and still trying to charge me.”
The company replied on 2026-09-16: “Hi Sam, I do apologise. I've requeted your details so that I can look into this for you. - Gary”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“LPG was delivered again in August, resulting in approximately £500 of additional cost for us.”
The company replied on 2026-09-11: “Hi, Thank you for taking the time to leave us a review. I’m very sorry to read about your experience and completely understand why you have been left feeling frustrated and disappointed, especially…”
Our classifier read this reply as a template response.
“The outstanding payment was referred to a credit management company in May 26”
The company replied on 2026-08-17: “Hi, Please accept my apologies if you feel the communication has not been good enough. I've located your account and can see that you've raised an official complaint, which is sat with the Metered…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
15 reports · 16% of complaintssteady“I wanted to contact calor and their website blocks you from contacting unless you have an online account.”
The company replied on 2026-09-21: “Hi, Thank you for taking the time to leave us a review. Please accept my apologies for the frustration and disappointment you have experienced. I’m particularly sorry to hear that you have been…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“delivered our gas in error to our son on 31st July”
The company replied on 2026-08-21: “Hi Jane, In reference to the review by Chris that you've included in your review, I requested his details so that I could investigate the issue further. Despite Trustpilot allowing a 72-hour response…”
Our classifier read this reply as a deflection.
“I ordered and paid for cylinders and a changeover valve in May. Returned from holiday 10th July to find an invoice requesting payment.”
The company replied on 2026-07-16: “Hi, Thank you for taking the time to leave us a review. I'm very sorry to hear about your experience and completely understand how upsetting and frustrating this must have been. Having already…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Delivery failed
14 reports · 14% of complaintsfalling“delivered our gas in error to our son on 31st July”
The company replied on 2026-08-21: “Hi Jane, In reference to the review by Chris that you've included in your review, I requested his details so that I could investigate the issue further. Despite Trustpilot allowing a 72-hour response…”
Our classifier read this reply as a deflection.
“Never got stock of the bottles you need to sell for each season”
The company replied on 2026-08-06: “Hi Andy, I do appreciate your frustration, and I believe I've responded to a previous Trustpilot review you left back in June regarding the same issue. As advised, during the summer, demand for Patio…”
Our classifier read this reply as a substantive response.
“13kg also cut the order by half from 70 to 35 and finaaly 13kg patio gas ordered 280 recieved 70.”
The company replied on 2026-07-27: “Hi Kath, Due to exceptionally high demand, we are currently experiencing shortages for certain following cylinder sizes. As you're likely aware, supply and demand dictates the market, and due to the…”
Our classifier read this reply as a deflection.
Overcharging
13 reports · 13% of complaintssteady“unable to move to another supplier, facing higher prices, and still waiting for Calor to resolve the issue preventing us from leaving.”
The company replied on 2026-09-23: “Hi Jamie, Please accept my apologies for any switching issues which you've advised has affected your current pricing. I've requested your details so that this can be investigated. - Gary”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“13kg also cut the order by half from 70 to 35 and finaaly 13kg patio gas ordered 280 recieved 70.”
The company replied on 2026-07-27: “Hi Kath, Due to exceptionally high demand, we are currently experiencing shortages for certain following cylinder sizes. As you're likely aware, supply and demand dictates the market, and due to the…”
Our classifier read this reply as a deflection.
“they have filled the tank up, doubling the amount I wanted to pay!”
The company replied on 2026-07-17: “Hi, Thank you for taking the time to leave us a review. I'm very sorry to hear about your experience. I completely understand how worrying and frustrating this must have been, particularly when…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Calor 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 2026-09-23.