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Coronavirus (COVID-19) update

Last Updated: 15th April 2020

You will have seen there is much uncertainty around the impact of Coronavirus (COVID-19) and as your fuel payment provider we are committed to supporting you and your business.

We are doing everything we can at the moment to ensure that we are continuing to deliver our usual service to you and want you to be aware that you can:

Over the coming weeks we will need to take precautions to maintain the health of our employees and of the wider community. In particular following Government guidelines our employees are not travelling for business, employees travelling to high risk countries for personal reasons are undergoing 14 day self-isolation and where possible employees are working from to home to reduce any risk of potential spread of the virus. As a result our response times may on occasion be slower than usual.

We will continue to follow advice from the World Health Organisation (WHO), Public Health England (PHE) and The Foreign & Commonwealth Office (FCO) in the UK, and will communicate further as the situation develops.

Coronavirus FAQs

We know things are uncertain at the moment, so we want to reassure you that we’re here to continue to support your businesses. We’ve listed out some of the questions are customers are asking us and we’ll keep this page updated regularly as new advice is provided.

1. Payment and account queries

Q - Can I cancel my Direct Debit and pay by BACS or Faster Payments instead?

A – No, your business does need to have a live direct debit in place. If you cancel your direct debit, we’ll need to temporarily suspend your account until the direct debit is back in place

Q - I don’t think that I will be able to pay my bill. What do I do?

A - Please get in touch with us by phone as soon as you can – we’ll discuss different options with you. In the meantime, please don’t use your card(s).

Q - Can I increase my credit limit?

A - We’ll consider each request on an individual basis. We’ll need to ask you some questions about your business, finances and who you trade with. In some circumstances, we may ask you to pay a security deposit to support the increase.

Q – I'm concerned about potential fraud on my account. What should I do?

A – There may be a rise in fraudsters trying to take advantage of the current situation, so please be aware that we will never call you asking for your full PIN, password or payment details. If you are ever concerned about your account please contact us straight away. Remember, keep your PIN safe and don’t write it down. If you think your PIN has been compromised, please either use your online account to cancel and replace the card or call us so we can issue you with a new card.

2. Service queries

Q - How are you mitigating the risk to downtime in your services?

A - We are doing everything we can at the moment to ensure that we are continuing to deliver our usual service to our customers. Keep yourself up-to-date on our product and services using this page.

Q - What’s the best way to manage our account during this time?

A - The fastest way to manage any general requests on your account at this time is through online which gives you 24/7 access to:

• Order new and cancel existing cards

• Viewing transactions and generating reports

• And much more

If you have any queries that cannot be managed online, please email us at customerservice@fuelcards.co.uk and a member of the team will respond as soon as possible.

Q - Do you foresee any issues with your fueling network?

A - We are not experiencing any material reduction in the availability of our fuelling network so you can be confident your fuel cards should work as normal. We will keep our site locator tools on our website as up to date as possible throughout this period also.

Q - What is the best way to make a booking through Service+ at this time?

A - During the Coronavirus crisis, we’re asking Service+ users to please call us on 0808 250 3321 to book any service, maintenance or repair work.

At the moment, there are fewer garages and workshops open because of the lockdown. So when you call us, we’ll help you find the nearest location where you can get work carried out and talk through the jobs you need completing, pre-authorising them with you, if that is your preferred option.

Calling us is especially important for key worker fleets who are under extreme pressure at the moment, with many working around the clock. We will do everything that we can to support you at this time.

If you have any questions, please do not hesitate to contact your Service+ Account Manager.

3. Government support and information for businesses

Q – How do I find out about the support being provided by the Government?

A - For any customers wanting more general business support during this time, the Government have provided a range of guidance here. There are many other useful resources to access such as the support and advice available via the Federation of Small Businesses (FSB) here and also more details about the new ‘Coronavirus Business Interruption Loan Scheme’ (CBILS) here.

Q – Do I need to book in my vehicle for its MOT test?

A - MOT tests on cars, motorcycles and vans due on or after March 30th 2020 have been suspended for six months by the Government. However, you should bear in mind that it remains a legal requirement for vehicles to be in a roadworthy condition. Click here for more information.

4. General Information

Q – Will the Ultra-Low Emission Zone (ULEZ), Congestion and Low Emission Charges in London still apply during the current restrictions on travel?

A - TfL has suspended all road users charging schemes to help critical workers at this time. This is in operation from Monday 23rd March until further notice. More information can be found on TfL's website.