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Frequently Asked Questions.

Here are some of the most commonly asked questions about our products, services, and policies. We understand that making a purchase or choosing a service provider can be a significant decision, and we want to make sure that you have all the information you need to make an informed choice.

Craggs Energy provides a range of vehicles in varying sizes. Most vehicle types are available in most of Craggs Energys deliverable area, however in some areas that the Craggs Energy Web Order platform will provide you with the vehicle options when you generate your quote, alternatively your Home Heating Advisor can discuss what vehicle options are available to you over the phone on 01422 882500.

Our vehicles types include:

Standard Tanker

This is the standard sized fuel tanker that operates in the UK. Vehicle sizes can vary but most are a minimum of 8.7m long x 2.45m wide and 3.4m high.

Baby Tanker

This vehicle is much smaller than standard sized tankers and is primarily used for deliveries to properties where access is a little tight. The use of this vehicle carries a PPL (pence per litre) surcharge. Sizes of Baby Tankers vary slightly but are approximately 6m long x 2.2m wide and 2.75m high.

4×4 Custom Ranger

This option is only available in a selection of postcodes. The Craggs Energy 4×4’s are Ford Rangers with custom fuel tanks. These vehicles vary slightly in delivery capacity all have a maximum delivery capacity of 900L of Heating Oil. The 4×4 delivery option carries with it a premium and should only be chosen if your property is inaccessible by a tanker.

No, you don’t need to be at home when your fuel arrives, but please make sure that you give us any special delivery instructions – such as the location of your tank and any security measures or key codes when you place your order.

A failed delivery charge may be applied to your account if the delivery driver is unable to access your property/fuel tank.

In most areas, we offer a custom delivery window based on your individual needs. Standard delivery is within 5 working days (Mon-Fri), although faster delivery is available upon request or via the Craggs Energy Web order system (including an emergency delivery option).

“Standard tanker” hoses are approximately 45 metres (150 feet). This allows our drivers to efficiently deliver Heating Oil to tanks that are situated away from the roadside.

Craggs Energy primarily supply Heating Oil to the North West and Yorkshire although UK Wide delivery can be made via our sister company

Craggs Energy regularly supply Heating Oil to a number of Buying Groups across the North of England. If you would like a quote for your Buying Group or help on how to create a new local group please contact our Domestic Heating Team on 01422 882500.

At Craggs Energy we are proud that the price you see (or hear over the telephone) is the price you pay. There are no hidden surcharges. Selecting a delivery on a longer delivery window has the benefit of providing you with a cheaper pence per litre than a next day emergency delivery.

Please be aware that if a driver is unable to gain access to your property or fuel tank a failed delivery charge may be applied to your account if for example; your fuel tank is locked when the driver attempts delivery.

If you run out of Heating Oil, please contact our Domestic Heating Advisor Team on 01422 882500 and we will endeavour to arrange a delivery as soon as possible. If you require a delivery outside of standard working hours please contact the aforementioned telephone number and leave a voicemail on our “Out of hours” emergency line and a member of our team will make contact with you. Please be aware that an emergency delivery may incur a call-out charge.

Take care to order only the amount of Heating Oil that you can store – if you do not take delivery of the full amount of fuel ordered, you may have to pay a surcharge.

Please note that a Heating Oil tank should only be filled up to around 80-90% of capacity to avoid spillage.

Yes, each order must be for at least 500 litres of Heating Oil for bulk fuel delivery. Smaller quantities can be collected from our Cragg Vale (West Yorkshire) and Padiham (East Lancashire) depots during standard opening hours.

Yes. Ordering a higher volume of Kerosene can give you access to pence per litre price breaks. However, take care not to over order your Heating Oil as this can result in a none delivery surcharge.

Yes. All credit card transactions are subject to a 2.4% surcharge. To avoid this, we recommend that you pay with a personal debit card. If this is not an option, please contact us on 01422 882500 to arrange an alternative electronic payment method.

We accept the following payment methods:

Debit and credit cards (please note that all credit card / company debit card transactions are subject to a 2.4% inc Vat surcharge).

BACS – please contact us on 0800 038 4437 for details on how to pay this way.

You can purchase your Heating Oil online at 24 hours a day, 7 days a week.

However, if you would prefer to speak to our Heating Advisor team, please call us on 01422 882500 Monday to Friday, 8.30am and 5.00pm.

Craggs Energy is a proud member of the UK and Ireland Fuel Distributors Association (UKIFDA) and as so follow the UKIFDA code of conduct, see: Effective from 1st September 2013.

This Code of Practice is mandatory for all UKIFDA Members offering domestic Heating Oil supply. Members may display the logo of the UKIFDA on their company documents and may promote this Code by using the logo on advertising materials and on tankers.

Members must make available to consumers copies of this Code of Practice on request and a notice to this effect must be included in any information available to consumers.

UKIFDA Members have agreed to be subject to the complaints process, redress provisions and disciplinary criteria which accompany Code of Practice.

Consumer bodies and representatives have been consulted in the drafting of this Code. The UKIFDA will consult these representatives during its planned bi-annual review of the Code or where a major change is required. A list of the bodies is available from the UKIFDA.

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