The overwhelming majority of 5-star reviews praise a specific named account manager — Helen Duncan, Dan Shackleton, and Mo (Mohibul Haque) appear repeatedly. Reviews consistently describe the onboarding process as smooth and quick, with regular proactive check-ins. This pattern strongly suggests account managers are prompting happy customers to leave reviews immediately after a positive call.
Negative reviews describe a consistent pattern: new charges (a paper invoice fee of £9.99/month; a Zero Liability Charge of £4.99+VAT per card/month) introduced via opt-out email. Customers who miss the email are automatically billed. One reviewer reported making 10 phone calls to resolve a £100+ overcharge, with the account manager never calling back. Another described paying £2.10/litre in December 2025 with a "check your prices yourself" dismissal when they complained.
Trustpilot's own AI summary notes: customers praise staff and clear communication but also flag "unexpected increases and charges making fuel costs higher than local pump prices." An 8-year customer reported an 18p/litre price hike with no warning on a single Thursday, followed by a second change the next day. A fleet operator with a prepaid balance of £830 reported waiting 3+ months for a refund after closing their account.
Industry reviewers note that The Fuelcard Company operates as a broker across multiple networks (Shell, BP, Esso, Keyfuels). Access to a range of card types is a genuine strength. However, reviewers consistently flag that the daily-fluctuating pricing model without a price cap places the monitoring burden entirely on the customer, and that the opt-out fee introduction mechanism is widely considered opaque.
What customers praise
- Strong named account managers (Helen Duncan, Dan Shackleton, Mo)
- Smooth, quick onboarding process
- Access to multiple card networks via one broker
- Proactive weekly price calls from dedicated managers
- Fast card delivery after sign-up
What customers criticise
- New charges added via opt-out email without clear consent
- Fuel prices rising well above pump with no warning
- Account manager quality inconsistent — varies dramatically
- Poor complaint resolution; callbacks not delivered
- Prepaid balance refunds delayed 3+ months
Summary verdict — 5.2 / 10
The Fuelcard Company scores reasonably on Trustpilot (~4.0/5 from ~530 reviews), but that figure is heavily shaped by a concentrated flow of 5-star reviews praising specific named account managers — a pattern consistent with systematic post-call review solicitation. The underlying complaint picture is more serious: a recurring opt-out fee mechanism that catches busy customers, daily fuel prices that can spike well above pump without alert, and inconsistent service after the initial onboarding period ends.
The company serves as a broker with access to multiple networks, which is a genuine structural advantage. But the trust deficit created by opaque fee practices pulls the overall score down significantly. Customers who actively monitor their weekly price and scrutinise every invoice report a satisfactory experience. Those who do not face the risk of significant overpayment.
Best suited for: businesses that want a single broker relationship across multiple card networks and have the resource to monitor pricing weekly. Less suited for: operators who assume the card price will always beat the pump, or those who cannot actively track invoice charges.