A family eating breakfast around their kitchen table

Complaints

Making a complaint

We do our best to ensure that we provide a seamless experience

For both our existing and prospective customers

But sometimes we get it wrong. And this may give you cause to complain. We will handle complaints quickly, efficiently and in a fair and caring way. We take all complaints seriously and will use the lessons learned from our investigations to help us improve the service we provide.

If you would like to complain, please follow this procedure.

Our complaints procedure

How you can make a complaint

In the first instance, please contact your local Calor Centre as all of our customer service representatives are able to deal with complaints. If necessary, they will escalate your complaint to the on-site management team. You can contact your local Calor Centre via email, telephone or post using the contact details that can be found on your Calor statement. If you have not received a satisfactory response from the local team, please use the complaints form which can be found at the bottom of this page. Alternatively, please contact our Customer Standards team using the form below or via post at: Calor Gas Limited, Athena House, Athena Drive, Tachbrook Park, Warwick, CV34 6RL.

How we handle complaints

When we receive a complaint, we will endeavour to resolve it within five working days; if that is not possible, we will contact you to acknowledge receipt of the complaint and to give you a timescale for resolution.

Further steps

If you are a domestic or non-business customer and we are unable to reach a mutually agreed resolution to your complaint, you can refer your complaint to the Utilities ADR, a division of the Retail Ombudsman, who is authorised by the Government under the Alternative Dispute Resolution service for customer disputes.

They provide an independent review of complaints and dispute resolution services. You will need to refer your complaint to Utilities ADR within twelve months of our final response. Their contact details are: 12 - 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW. T: 0203 598 7390 W: https://www.cdrl.org.uk or www.utilitiesadr.co.uk

Complaints form

To help us understand how we can resolve this issue, please fill in the form below

We will use the information submitted to respond to your current enquiry only, unless you opt in to receive marketing from us. We may keep your information for a limited amount of time for quality assurance and to improve our services.

For more details on the way we process your personal data, please see Calor’s Privacy Statement, which also includes details of how to access your data subject rights and the contact details of the Privacy Officer.