A Calor customer signing for his delivery for a Calor delivery driver

Customer Reviews

We value our customers, and our customers value us

Our customers have been the driving force behind everything that we have done for over 80 years

But it doesn’t stop there. We will continue to care for our customers; persistently going that extra mile to deliver seamless service all year round. To see what our customers say about our leading service, take a look at our customer reviews below.

We're rated an overall score of 4.4 out of 5

Based on 48,106 independently collected Calor reviews through Rant & Rave © as on Jan 29th, 2019

And we'll continue to do all we can to improve our service to our fantastic customers.

Rant & Rave © provide us with a platform to gather independently collected Calor customer feedback at all touch-points within our wide range of customer journeys; we then monitor and adapt our processes to help ensure that we achieve the highest levels of customer satisfaction. Learn more about Rant & Rave © here.

Rant & Rave logo

Customer testimonial videos

Two of Calor’s customers are sitting down on a sofa in their home. One of the customers is Louis Deacon, a former English professional Rugby Union player
"I wanted to feel like we were on mains gas. It was a simple decision in the end."
Louis Deacon
Two Calor customers sitting comfortably on their sofa in their home
"We were struggling with oil in terms of cost for a while – we had an old oil boiler and it wasn't hugely efficient... We've found the new LPG system to be more efficient"
Bob Sproson and Annie Haskins
A Calor customer is sitting at his dining table, discussing the benefits of LPG for larger properties like his own.
"There are other companies out there, but Calor are nationwide. I think Calor gas are perfect in a situation where there is no mains gas supply"
Mr Buxton
One of Calor’s customers is standing in his kitchen, sharing his experiences with Calor.
We've lost an oil tank that was in the way and not very pretty. The underground LPG tank offers something that's out of sight and something we can depend on.
John Ball

1. INTRODUCTION

Everyone at Calor does their best to ensure that we provide a seamless experience for our existing and prospective customers. Sometimes we get it wrong and may give you cause to complain: if that is the case, please follow this procedure to let us know.

2. MAKING A COMPLAINT

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. 

3. 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 then you can contact our Customer Standards Department via email on quality@calor.co.uk or via post at: Calor Gas Limited, Athena House, Athena Drive, Tachbrook Park, Warwick, CV34 6RL.

You can also contact us.

4. 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. 

5. 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