FREQUENTLY ASKED QUESTIONS

Why have I received a letter from BOSS – British Oil Security Syndicate?

You have received correspondence because our records indicate that a vehicle registered to you was involved in an unpaid fuel transaction at one of our client fuel sites.

As the registered keeper of the vehicle, you are responsible for addressing the notice. If you believe the information is incorrect, please contact us promptly and provide any evidence that may help us resolve the matter.

The car doesn’t belong to me – I sold it

DVLA records indicate that you were the registered keeper of the vehicle at the date of the incident.

If you had sold or transferred the vehicle before the incident, please provide evidence confirming the date the vehicle was sold or transferred, such as confirmation from DVLA or other relevant documentation.

Once we receive sufficient evidence, we can review the matter.

I wasn’t driving the vehicle at the time

The matter relates to the vehicle and the unpaid fuel transaction rather than a moving traffic offence.

If someone else was using your vehicle, any arrangement you have with that person regarding payment is a private matter between you and the driver. As the registered keeper, you remain responsible for responding to the correspondence and resolving the outstanding matter unless you can provide evidence that the vehicle was no longer registered to you at the relevant time.

It was a family member/friend who purchased the fuel, not me

The identity of the person who was using the vehicle does not automatically remove the registered keeper’s responsibility for the outstanding matter.

Any agreement you have with the person who was driving or using the vehicle regarding payment is a separate private arrangement.

If you believe the matter has been incorrectly attributed to you, please provide any relevant evidence so that it can be reviewed. 

I forgot to pay for the fuel

We appreciate that mistakes can happen.

However, customers are responsible for ensuring that fuel taken from a site is paid for. The responsibility to make payment rests with the customer and is not dependent upon a member of the fuel station staff reminding them to pay.

For example, forgetting to pay for fuel does not make the transaction a free purchase.

If you have subsequently paid for the fuel, please provide evidence of payment so that we can review the matter.

The cashier didn’t ask me if I had taken fuel

Customers are responsible for declaring and paying for the fuel they have taken.

While our clients may ask customers about fuel where appropriate, the cashier is not responsible for reminding every customer to declare fuel taken.

If you believe you were charged incorrectly or that the transaction was otherwise dealt with incorrectly, please provide details and any supporting evidence so that the matter can be investigated.

I did pay for the fuel – this must be a mistake

If you believe you paid for the fuel, please provide evidence of payment.

Acceptable evidence may include:

• A fuel receipt.
• A bank or credit-card statement showing the transaction.
• A transaction record from your banking or payment app.
• Other evidence clearly showing the payment, date and amount.

Please ensure that any evidence provided clearly identifies the relevant transaction wherever possible.

Once we receive the evidence, we can investigate and, where appropriate, resolve the matter. 

 I don’t have my receipt anymore

If you no longer have your receipt, you may be able to provide alternative evidence of payment, such as a bank or credit-card statement.

Please provide as much information as possible, including:

• Vehicle registration number (VRN).
• Date of the visit.
• Approximate time of the transaction.
• Amount paid.
• Payment method.

This information may help us investigate the transaction with the fuel station.

The payment facilities at the fuel station were not working

If the tills or card payment facilities were unavailable and you were unable to make payment, please contact us at [email protected].

Please include:

• Your vehicle registration number (VRN).
• The date and approximate time of your visit.
• The fuel station you attended.
• Details of what happened.
• Any evidence you have available.

We can then contact the relevant fuel station and investigate the circumstances.

My number plates have been cloned

If you believe your vehicle registration number has been cloned, you should report this to the police and obtain a crime reference number.

Once you have reported the matter, please email [email protected] with:

• Your VRN.
• The crime reference number.
• Confirmation that the vehicle registration has been reported as cloned.
• Any supporting evidence available.

We can then review the information and liaise with the relevant parties where appropriate. 

I have been back to the fuel station and paid

If you have subsequently paid the outstanding fuel amount at the fuel station, please send evidence of payment to [email protected].

Please include your VRN in the email so that we can identify the relevant case quickly.

If the payment can be verified, we can review the case and take the appropriate action.

I have received a letter from QDR Solicitors

If your matter has progressed to QDR Solicitors, please carefully read the correspondence you have received and follow the instructions provided.

If you believe you have already paid or have evidence that the matter should be resolved, please send the relevant evidence to [email protected] as soon as possible.

If your query relates to payment arrangements or legal correspondence issued by QDR Solicitors, you should contact QDR directly using the contact details provided in their letter.

Can I arrange a payment plan?

BOSS  does not arrange payment plans.

If your case has been referred to QDR Solicitors and you are unable to pay the amount in full, please contact QDR Solicitors using the telephone number or contact details provided in their correspondence. They will be able to advise you on the options available.

Can I pay BOSS directly?

Please follow the payment instructions contained in the correspondence you have received.

If you are unsure how to make payment, please contact us at [email protected] and provide your VRN and case details 

Do you have a telephone service?

Our primary method of contact is email.

If you need assistance from BOSS, please email [email protected] and include:

• Your full name.
• Vehicle registration number (VRN).
• Reference or case number, if available.
• Your telephone number.
• A brief explanation of what you need help with.

A member of the team can then review your query and contact you by telephone where appropriate.

If your correspondence is from QDR Solicitors, please contact QDR directly using the telephone number provided on their letter.

How do I make a complaint?

If you wish to make a complaint, please email [email protected].

Please put ‘Complaint’ in the subject line and include your VRN.

To help us investigate your complaint efficiently, please explain:

• What has happened.
• Why you are unhappy.
• What you believe should happen to resolve the matter.
• Any supporting evidence you wish us to consider.

Your complaint will then be reviewed in accordance with our complaints process.

I have received a letter but the vehicle registration number is incorrect

If you believe the VRN shown on the correspondence is incorrect, please contact us at [email protected].

Please include a copy or photograph of the correspondence, your correct VRN and an explanation of the issue. We will review the information and investigate where appropriate.

I was using a different vehicle on the day

If you believe the vehicle shown on the correspondence was not the vehicle you were using, please contact us and provide as much information as possible.

This should include your VRN, the date and location concerned, and any evidence that may demonstrate that the vehicle identified in the correspondence was not involved.

I was not at the fuel station on the date shown

If you believe you or your vehicle were not at the fuel station at the relevant time, please contact us with the details.

Useful evidence may include:

• Bank or card transactions.
• Parking records.
• Work records.
• Travel records.
• Vehicle location information.
• Other documentation showing where you or your vehicle were at the relevant time.

We will review any relevant evidence provided.

I believe the amount being requested is incorrect

If you believe the amount requested is incorrect, please contact us at [email protected] and quote your VRN and case/reference number.

Please explain why you believe the amount is incorrect and provide any supporting evidence you have.

Can someone else contact you on my behalf?

Yes. If you would like another person to assist you with your correspondence, please let us know when contacting us.

For data protection purposes, we may need appropriate confirmation or authority before discussing case-specific information with another person.

What information should I include when emailing BOSS?

To help us deal with your enquiry as quickly as possible, please include your:

• Vehicle registration number (VRN).
• BOSS reference or case number, if available.
• Full name.
• Contact telephone number.
• Date and location of the incident.
• Clear explanation of your query.
• Any relevant evidence or documents.

Please do not send unnecessary personal information or documents that are unrelated to your query.

We only have fuel cards – can we use one to pay?

Unfortunately, fuel cards cannot be used to settle these matters.

Payment must be made using an accepted debit or credit card in accordance with the payment instructions provided.

If you are experiencing difficulties making payment, please contact us using the details provided in your correspondence.

I disagree with the claim – what should I do?

If you believe the claim is incorrect, please do not simply ignore the correspondence.

Contact us at [email protected], quoting your VRN and case/reference number, and explain why you believe the claim is incorrect.

Where possible, provide supporting evidence so that the matter can be properly reviewed.

What happens if I ignore the letter?

Ignoring correspondence may not make the matter go away and could result in further correspondence or escalation.

If you believe there is an error, have already paid, or have another reason why you believe the matter should be resolved, please contact us promptly and provide the relevant evidence.

How quickly will my email be dealt with?

We aim to respond to enquiries as promptly as possible. Response times may vary depending on the nature of the enquiry and whether we need to obtain information from the fuel station or another party.

Providing your VRN, reference number and supporting evidence when you first contact us can help avoid unnecessary delays.

I have more than one vehicle/case – do I need to contact you separately?

Please provide the VRN and reference number for each matter.

If you have multiple cases, you can include them in the same email where appropriate, clearly identifying each case and explaining what you are disputing or asking us to investigate.

Important information

Please ensure that all information and evidence provided to BOSS Ltd is accurate and relates to the case in question.

If your correspondence has been referred to QDR Solicitors, please also take note of any deadlines or instructions contained in their correspondence and contact them directly where appropriate.

If you require further clarification please email: [email protected]