|
|
|
|
|
|
Frequently asked questions
Click here to download a PDF version of our frequently asked questions.
Q. Where is my nearest
fuel site?
A. To find your nearest site, log on to our site locator at: www.thefuelcardcompany.co.uk/site-locator and enter your town, city or postcode and
select your card from the drop down box. Click ?Search? to find desired sites.
Q. My local site is
not right / convenient for me!
A. Please contact our customer service team and they will be happy to look
at the fuel sites in your area and match them to one of our 11 fuel cards, to better
suit your needs.
Q. What type of products
can I purchase on my card?
A. Product purchases are limited by pre-set restrictions on your particular
card. Most cards allow the purchase of fuels, lubricants and some also allow you
to purchase shop goods, car wash credits and vehicle related accessories. To change
or find out what purchase options you have, please contact our customer services.
Q. Is the card linked
to a driver or a vehicle?
A. The card can be linked to:
Q. What happens if
I forget my fuel card / it won't work and I need to refuel?
A. We strongly recommend that you keep your card with you at all times, but
if you do mislay it, call us from the site during office hours on 0845 456 1400
with your account details and be prepared to answer security questions. If you've
forgotten your card and require us to process a manual transaction, this will be
subject to a small charge.
Q. How often are invoices
sent?
A. Invoices are sent on a weekly basis mainly by e-mail (unless otherwise
agreed). Alternatively, they can be sent via fax or post, which is subject to a
small charge.
Q. I want to see details
of my driver's transactions every week - can I do this?
A. We will send you a detailed invoice providing individual transactional
information grouped by card or vehicle. Most customers sign up to receive invoices
via email. You can also access this information 24/7 via online account management.
Q. What is online account
management?
A. Online account management allows you to access your account details and
monitor card activity 24/7, and includes services such as; requesting copy invoices,
ordering new cards, stopping lost/stolen cards and downloading fleet management
reports. These reports can be exported to Excel and incorporated into your own reporting
system. To set up online account management, please visit the quick start guide:
www.thefuelcardcompany.co.uk/welcome
Q. How do I order
additional card(s)? How do I cancel card(s)?
A. You can process all of the above (once signed up) within online account
management. Alternatively send details of your account and relevant cards to customer
service and we will process your request for you.
Q. What happens when
an employee with a card leaves the company?
A. If an employee leaves you must cancel their card as soon as possible because
you're liable for any spend made on your fuel cards (see T&C's). You can do so by
using your online account or by emailing us with your account and card details.
Q. What if my cards
are lost or stolen?
A. You must notify us as soon as you think that your cards have been stolen
or lost. You can log on to your online account and cancel the card immediately,
or email your request to customer service and include; your company name, account
number and card number.
|
|
© 2007 The Fuelcard Company