Complaints
Effective Date: 06 January 2025
At FortunIQ Fuels, we aim to deliver reliable, high-quality petroleum supply and logistics services on every order. If something falls short of that standard, we want to hear about it. This page explains how to lodge a complaint and what you can expect from us in response.
How to Lodge a Complaint
You can submit a complaint to us in any of the following ways:
- Email us at info@iqfuels.co.za with details of your concern.
- Call our team directly on +27 87 265 1523.
- Submit an enquiry through our Contact page.
To help us resolve your complaint as quickly as possible, please include your name, contact details, order or delivery reference (if applicable), and a description of the issue.
What Happens Next
- We aim to acknowledge all complaints within 1 business day.
- Our team will investigate the matter and respond with a proposed resolution or update within 4 business days.
- For complaints related to product quality, delivery volumes, or safety, we will reference the relevant Bill of Lading and delivery records as part of our investigation.
- If a complaint requires more time to resolve, we will keep you informed of progress until it is closed.
Escalation
If you are not satisfied with the outcome of your complaint, you may request that it be escalated to senior management for further review. We are committed to working with you to reach a fair resolution.
Our Commitment
As a Level 1 B-BBEE certified energy partner, we hold ourselves to a high standard of integrity, transparency, and accountability in every part of our business, including how we handle feedback and complaints.
Contact Us
Ready to raise a concern, or just have a question? Reach out to us directly: