Independent, family-run LPG supplier near York since 1988

Complaints policy

We want to get things right. If we haven’t, here is how to tell us and what we will do.

We aim to provide a reliable, professional service to every customer. If something has gone wrong, please tell us so we can put it right. This policy explains how Rectory Gas Supplies, Sparrow Hall, Scrayingham, York YO41 1JE (company registration number 03780708, VAT number GB 500831393) handles complaints.

How to complain

You can make a complaint by phone on 01759 371 305, by email to info@rectorygassupplies.co.uk, or in writing to Rectory Gas Supplies, Sparrow Hall, Scrayingham, York YO41 1JE. Please include your name, business name, account number if you have one, the site address, and a description of what went wrong and what you would like us to do.

What happens next

Acknowledgement. We will acknowledge your complaint within five working days.
Investigation. A member of our team will look into it, which may include speaking to you and the staff involved.
Response. We aim to send you a full response within 20 working days. If we need longer, we will tell you why and when to expect it.

If you are not satisfied

If you are not happy with our response, ask for your complaint to be reviewed by a director of the business, who will reply to you in writing.

If your complaint is still unresolved after that review, you can refer it to UtilitiesADR, an independent alternative dispute resolution service approved by the Chartered Trading Standards Institute. The service is free for consumers.

Safety concerns

If your complaint relates to a gas safety issue, such as a suspected leak or damaged equipment, call us straight away and follow the guidance on our LPG safety page. Do not wait to put it in writing.

How we use complaints

We keep a record of complaints and use them to improve our service. Any personal information is handled in line with our privacy policy.

Last updated: October 2026.