81% of Trustpilot reviews are 5-star, and they are dominated by named account manager praise — Helen Simpson, Ann Marie, Ben Ashworth, and Donna appear repeatedly across years of reviews. Long-term customers describe dedicated managers who check in regularly, respond same-day, and proactively keep accounts running smoothly. One customer moved all their fuel needs to a single provider specifically because their account manager made consolidation easy.
One reviewer posted publicly: "BE WARNED — there are hidden charges for extra services, CO2 count etc., that they start adding after three months. You MUST notify the company that you wish to opt out." Another described the company as "underhanded and deceptive" — noting that fuel annual charges and fuel savings were fine in isolation, but once hidden charges were introduced, they ended up paying more than the pump price. A third customer reported being charged for services they had explicitly declined, and also received persistent upsell calls for products they had already rejected.
A customer using BP cards was explicitly told at sign-up they would see savings of "up to 5p per litre." The actual saving was ~0.8p/litre at best. Once card fees were factored in, the saving became negligible — and at one local BP station it was cheaper to pay at the pump outright. The account manager consistently avoided engaging with the pricing discrepancy when raised. A second reviewer described the actual cost to the business as making the cards "stressful and pointless."
One customer in 2025 reported that after being charged for services they never signed up for, enduring follow-up calls for additional products they had already declined, they found themselves without a working card — 16 days after their previous card expired. A replacement had still not arrived. The reviewer described it as the "third major issue" with the company, each of a different type. The portal login was also disrupted for some customers following a company rebrand, requiring manual re-verification.
What customers praise
- Strong long-term account manager relationships
- Same-day query responses from dedicated contacts
- Broad card portfolio (BP, Shell, Esso and wider networks)
- HMRC-compliant VAT invoicing
- 81% five-star Trustpilot rating
What customers criticise
- Add-on services (CO2, telematics) auto-charged after ~3 months
- Actual fuel savings significantly below what was implied at sign-up
- Persistent upsell calls after customer has declined additional products
- Card replacement can take 16+ days, causing operational disruption
- Admin charge threatened if direct debit cancelled to dispute fees
Summary verdict — 5.8 / 10
Fuel Card Services has a genuinely strong track record for account manager quality — the 81% five-star Trustpilot distribution and the longevity of many customer relationships is real. Staff members like Helen Simpson, Ann Marie, and Ben Ashworth are praised across years of reviews with consistent sincerity. The company also replied to 100% of negative Trustpilot reviews within a week, which indicates awareness of its public reputation.
The composite score is pulled down by a clearly documented add-on fee mechanism: services such as CO2 reporting and telematics are automatically billed after approximately three months unless the customer proactively opts out. Multiple reviewers were unaware this would happen. When combined with savings that materially fall short of what was implied at sign-up and persistent post-sale upselling, the overall picture is of a company that delivers for engaged long-term customers but creates friction and cost for others.
Best suited for: businesses that want a dedicated, long-term account manager relationship and are prepared to actively manage their account. Less suited for: operators who want set-and-forget pricing or who are unwilling to actively opt out of add-on services.