Fuel Card FAQs

Fuel Cards

Q: What if I lose my fuel card?

A: It is essential that any loss or theft of your fuel card is reported to us immediately. You can notify us via phone, email or fax. You will also be required to report the incident to the police who will provide you with a loss/crime reference. Once we have received your instruction we will place the card on stop and notify you of this action.

Q: How long does it take before I receive fuel card?

A: We aim to get back to you within 21 working days with your fuel card. This can vary however, depending on the ease of the application process, if fuel cards are to be personalised and delivery times.


Q: When do I pay for my fuel?

A: Our standard terms for payment are by Direct Debit seven days from each invoice. Invoices are generated each Tuesday. Credit terms provided are subject to status.

Your Account

Q: What are the benefits of online account management?

A: Online Account Management allows you to manage your fuel card account anytime, anywhere by using the internet. It’s a totally free service from Fuelmate which allows you to order more cards, de-activate cards you already have and monitor your fuel card activity 24/7. You can also request copy of invoices and download fleet management reports. These reports can be exported to Excel and incorporated into your own reporting system.

Q: My fuel card declined, what do I do?

A: If Fuelmate is your fuel card provider, please call us on 0800 158 3582 and one of our account managers will help identify the cause to help get you back on the road as soon as possible.

Fuel Cards

Q: How do I order additional fuel cards?

A: You can order additional fuel cards through our online account management system or by calling 0800 1583 582 FREE and speaking to a member of our team.

Q: I would also like a personal fuel card, how do I apply?

A: Fuel cards are not available for personal use. Fuel cards can only be issued to businesses.