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COVID-19 and your fuel supply: Certas Energy commercial customers FAQs

As the UK’s largest fuel distributor, we want to reassure all our customers we’re here, fully operational and that we are continuing to serve our customers safely and reliably with heating oil, fuel and lubricants.

We’ve put a range of new measures in place to ensure we can continue to look after our customers over the phone and online and with safe fuel deliveries. Our priorities continue to be:

  • keeping our team, our customers and our suppliers safe
  • assuring fuel supply to businesses and homes nationwide
  • supporting the essential and emergency services
  • looking after our vulnerable customers

Here, we answer commercial customers’ most frequently asked questions around how we’re adapting, supporting and delivering during this time.

Are you still delivering fuel?

Yes. Fuel and oil distribution is classed as an essential service under Government guidelines, and therefore we remain fully operational. Our strong supply chain means we are able to assure supply of fuel to our commercial and domestic customers.

Rest assured, with our resilient infrastructure of over 130 depots, 900 tanks and 2,300 employees, we’re working around the clock to keep your business moving.

What measures has Certas Energy taken to protect customers and its workforce?

Our key priority remains the health, safety and wellbeing of our team, customers, and suppliers. We continually review our health, safety and wellbeing policies as well as our business continuity plans and revise appropriately as the situation and/or Government guidance and measures change.

To keep our customers safe, we have taken additional measures to protect our drivers’ safety. All our drivers are equipped with the appropriate personal protective equipment (PPE), and we maintain contactless deliveries to our commercial customers.

Our 26 bunker sites nationwide are unmanned and follow social distancing guidelines, with several metres in distance between each pump and payment station. We have also requested that all customers continue to wear gloves while refuelling their vehicles.

Will Certas Energy’s fuel supply be disrupted?

We have a robust business continuity plan in place to prevent disruption from events such as the coronavirus. As the situation changes, we are reviewing and updating this regularly to reflect the latest Government guidance and adapting our extensive network of facilities and resources to ensure the highest levels of customer service remains.

Strong relationships with local refineries mean that we are able to assure fuel supply nationwide.

What is Certas Energy doing to support businesses?

We continue to deliver fuel and fuel management solutions across the country to keep businesses moving. Under the current circumstances, we recognise it’s not business as usual for many organisations – but we’re here to fuel and support you in any way we can.

Our account managers and service teams are classed as key workers and remain on hand to support with any enquiry you may have about your order or account.

As your fuel partner, we’ve got you covered with a range of fuel supply options to suit your changing requirements. To help keep the nation moving, we will continue to prioritise deliveries to essential services and vulnerable customers during this time.

I need fuel immediately - can I place an urgent order?

If you have an immediate fuel requirement, please call 0345 600 4040, email your dedicated account manager or click here to complete an online form.

For instant access, our 26 HGV refuelling sites located across the UK’s strategic road network can help. Accepting all major fuel cards, our refuelling bunker sites are unmanned, open 24/7/365. Certas Energy fuel card customers are also able to receive a discount on all diesel purchases from our bunker sites. For a full map of our bunker refuelling site network click here.

If you aren’t passing by any of our bunker sites, Certas Energy fuel cards can also be used to purchase fuel at over 3,000 refuelling sites across the UK.

Where is my delivery?

While we will endeavour to get fuel delivered to your business as quickly as possible, we are currently prioritising deliveries to essential services. As a result, there may be a longer lead time than usual on your delivery.

If you have a question about your delivery, please contact our commercial sales team or your business account manager, who continue to support commercial customers with any order and account enquiries. Alternatively click here to complete an online enquiry.

We also have live chat available on our website during office working hours.

I have an urgent enquiry about my account - who can I contact?

Our business account managers are classed as key workers and are on hand to respond to your enquiries as usual. In case of an urgent enquiry, please get in touch with your dedicated account manager directly or click here to complete an online enquiry.

We also have live chat available on our website during office working hours.

Where can I find the latest updates?

We are proactively reviewing our business continuity plans and revising appropriately as the situation and/or Government guidance changes. Stay updated here.

The results of our overall risk assessment can be found here.

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