Complaints procedure
Complaints procedure for Wrong Fuel Newcastle, a service by Forecourt Assist. Call 01293 248666 — 24 hours, every day.
Tell us first
Call 01293 248666 and ask for the job reference on your invoice to be pulled up. Most things are resolved on that call.
In writing
Write to Fuel Fixer Ltd, Fairway House, Portland Road, East Grinstead, RH19 4ET. Include the job reference, the date, the vehicle registration and what you want done about it.
What happens then
You get an acknowledgement within five working days and a substantive answer within twenty-eight days. If we need longer — because a technician or a third party has to be spoken to — you are told why and given a date.
If you are still not satisfied
You can take the matter to your local Trading Standards service via the Citizens Advice consumer helpline, and nothing in our procedure affects your statutory rights or your right to bring a claim.
The most common complaint
It is price, and we would rather address it here than pretend otherwise. The call-out is From just £89 misfuel callout fee and the full price is given on the phone before anyone travels. If you were charged something you were not quoted, that is a complaint we want to hear.
Who you are dealing with
Wrong Fuel Newcastle is a service by Forecourt Assist. Forecourt Assist is a trading name of Fuel Fixer Ltd, company no 08520551, a company of Fuel Fixer International. Registered at Fairway House, Portland Road, East Grinstead, RH19 4ET. Fuel Fixer International is owned by Stockbridge Capital Holdings.
Questions we get asked
Can you come to a supermarket forecourt?
Yes, and it is where a good proportion of jobs happen. Tell the cashier a drainer is on the way; they are used to it.
What about a van or a hire car?
Same job. With a hire car, ring the hire company too — some policies cover a misfuel drain and it is worth knowing before you pay.
How long will I be waiting?
Arrival depends where you are across NE1 to NE7, NE12, NE13 and NE15 and what is already running. You get a realistic window on the call rather than an optimistic one.
Is this a garage?
No. Wrong Fuel Newcastle is mobile. A technician travels to the vehicle wherever it is standing.
What if I have already driven it?
Still call. Most vehicles driven a short distance are recoverable. Tell us how far you got, because it changes the kit we bring.
Do you cover all of NE1 to NE7, NE12, NE13 and NE15?
Yes, from one rota — so being at one edge of the area rather than the other changes the arrival window, not the price.
Across the Fuel Fixer network
Wrong Fuel Newcastle is one of the brands operated by Forecourt Assist. The full directory is on the operator site.
- Wrong Fuel Dumfries — Dumfries and Galloway
- Wrong Fuel Carlisle — Carlisle and the border
- Wrong Fuel Whitehaven — Whitehaven and Copeland
- Wrong Fuel Dumfries — Dumfries and Galloway
- Forecourt Assist — the complete network directory
- Fuel Fixer International — the operating group
- Stockbridge Capital Holdings — group owner
Background reading: Waste carrier registration — GOV.UK.