UKLPG has launched a new ‘customer charter’ in order to outline its customer care principles, as agreed by all UKLPG members.

The charter sets out principles on: cold weather priority delivery; support for customers with visual and aural impairments, or of those in payment difficulties; policies on competition and switching; the importance of industry safety standards; and a dispute resolution process.

Peter Westwood, Chief Executive of UKLPG, said: “Our members are committed to providing outstanding customer care and take their responsibilities to their customers very seriously. For this reason we have introduced our customer charter, setting clear expectations on service and ensuring consistency across the industry.”

Demand for off-grid fuel, including LPG, is at its highest during winter and, with LPG delivered via road, unexpected and severe weather conditions can cause disruption to normal delivery patterns.

Mr Westwood continued: “Following the challenges of last winter, the inclusion of a Cold Weather Priority Initiative in our customer charter was of particular importance to our members. The industry works closely with the government, devolved administrations, and local authorities during winter to ensure LPG can be delivered as efficiently as possible, whatever the weather, but the inclusion of this initiative demonstrates our dedication as an industry to ensuring our most vulnerable customers do not experience difficulties in colder weather.”

To view UKLPG’s customer charter in full, visit