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Making a complaint

We do our best to make sure that you get a seamless experience. But sometimes we get it wrong. And this may give you cause to complain.

If you want to make a complaint, please know that we’ll handle it quickly, and in a fair and caring way. We take all complaints seriously. And the lessons we learn from our investigations help us to improve the service we provide. If you’d like to make a complaint, please follow our complaints process.

Complaints process

I'm a Calor Customer

In the first instance, please contact your local centre about your complaint. If necessary, they’ll escalate it to the on-site management team. You can contact them by email, telephone, or post using the contact details found on your Calor statement.

Complaints form

I have a complaint about...

If you’d prefer to send your complaint by post, you can do so by sending it to:

Customer Standards
Calor Gas Limited
Athena House
Athena Drive
Tachbrook Park
CV34 6RL

How your complaints are handled

How your complaints are handled

When we receive your complaint, we’ll endeavour to resolve it within five working days. If that’s not possible we’ll contact you to acknowledge receipt of the complaint and to give you a timescale for resolution.

Further steps

If you’re a domestic or non-business customer and we’re unable to reach a mutually agreed resolution to your complaint, you can send your complaint to the Utilities ADR, a division of the Retail Ombudsman, who’s 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’ll 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: www.cdrl.org.uk or www.utilitiesadr.co.uk