Consumer advice information

The sale and delivery of oil and gas

In this guide, the words 'must' or 'must not' are used where businesses are legally required to do (or not do) something. The word 'should' is used where there is established legal guidance or best practice that is likely to help businesses avoid breaking the law.

This guidance is for England, Scotland and Wales

Many homes are connected to the mains gas supply. However, there are homes, particularly in rural locations, that are not on the mains network. In these areas oil, butane and propane gas, delivered by tanker, are commonly used for home heating and cooking, often combined with solid fuel and renewable heating. Storage tanks can be positioned over or underground. Some tanks can send a 'smart' message to the supplier when they are running low.

There are laws that control the sale and delivery of oil, butane and propane gas. Oil and gas must be accurately measured, and you must receive a ticket that states how much has been delivered. Unfair commercial practices are prohibited; it is an offence for a trader to give a false or misleading statement of quantity.

When you buy bottled gas from a trader, you are making a legally binding contract that is covered by the Consumer Rights Act 2015. The law gives you rights and remedies against the trader if the bottled gas is not of satisfactory quality, fit for purpose or as described.

HOW IS OIL MEASURED?

Oil (mainly diesel and kerosene) in bulk is measured by the litre through a calibrated meter on a bulk fuel road tanker.

Oil is pumped from a compartment on the delivery tanker through a meter that has been tested for accuracy and sealed. From there, the oil flows into your tank. Each meter has a ticket printing mechanism.

OIL DELIVERIES: WHAT TO CHECK

Ask the trader if there are any minimum delivery requirements that apply to a single order or a contracted delivery of oil.

Newer tanks must be labelled with their maximum capacity (in litres). Check with the supplier if you are unsure. Check the oil level within the tank by using a dipstick (a straight measuring stick dipped into the tank then removed to show the level of the oil remaining), a sight tube, a float gauge or a digital monitor. Take a note of the level of oil in the tank after delivery; this can be used to verify the amount that has been delivered.

Consider the following:

be at home when the delivery is due and watch what happens
check (or ask the delivery driver to check) your tank to make sure there is sufficient space to take the entire delivery
check that the driver has coupled up to the correct compartment to deliver the fuel you need. Removal of the wrong fuel is costly and time-consuming
watch the fuel being transferred from start to finish

What you are looking for:

if your delivery is by meter, the driver must give you a delivery ticket with the quantity on it
before the fuel is transferred to your tank, inspect the ticket that is put into the meter for printing. Make sure it is your ticket that is inserted at the start of the transaction and that it remains in the meter until it is printed again on completion
when the ticket is inserted, check that the meter shows zero. At the end of the delivery, check that the quantity on the meter is the same as on your ticket
if you miss the delivery, check the delivery note to make sure it is clear and complete. If you don't receive a delivery note, report it to the supplier or the Citizens Advice consumer service / Advice Direct Scotland (contact details can be found at the end of this guide)

HOW IS GAS IN BULK MEASURED?

Bulk propane (or liquefied petroleum gas - LPG) is measured by the litre and, like heating oil, is delivered by road tanker if it is for domestic use. The meter used to measure the fuel as it goes from tanker to storage tank is checked and sealed to prevent unauthorised access. Each meter is fitted with a ticket printer. Some meters are fitted with electronic meter heads, and the printer for this system may be located in the driver's cab.

GAS DELIVERIES: WHAT TO CHECK

be at home when the delivery is due and watch what happens
check (or ask the delivery driver to check) your tank to make sure there is sufficient space to take the entire delivery
the driver must give you a delivery ticket with the quantity on it (this is the difference between one printed quantity number and another). The delivery quantity is then written on the ticket
before delivery starts, make sure that you see your ticket put into the meter for printing and that it remains in the meter until it is printed again when your delivery is completed
once your ticket is inserted, check that the meter shows zero before delivery starts. At the end of the delivery, check that the quantity on the meter is the same as on your ticket
check the level on the tank's float gauge before and after filling. The operator normally fills the tank up to a point where there is a safe space at the top to allow the liquid to form into a gas ('ullage' space)
for safety reasons, you should not stay near the vehicle or tank during the filling operation
if you miss the delivery, check the delivery note to make sure it is clear and complete. If you do not receive a delivery note, report it to the supplier or the Citizens Advice consumer service / Advice Direct Scotland

BOTTLED GAS

Bottled gas is sold by reference to its capacity in kilograms, which is clearly marked on the cylinder, and will also state 'butane' or 'propane'.

The bottling plant where the cylinders are filled must use accurate equipment that has been checked and tested to ensure accuracy. Net weight = the weight full (gross weight), minus the weight of the container when empty (tare weight). The empty (tare) weight is normally on the neck or rim of the cylinder, or on a permanent label.

If a false or misleading statement of quantity has been given, report it to the Citizens Advice consumer service / Advice Direct Scotland for referral to Trading Standards, as action can be taken against the supplier under the Weights and Measures Act 1985 and/or the Digital Markets, Competition and Consumers Act 2024 (DMCCA).

The Consumer Protection from Unfair Trading Regulations 2008 (CPRs) include provisions that give you rights of redress if a trader has engaged in an unfair commercial practice involving a misleading action or an aggressive practice: the right to unwind the contract, the right to a discount and the right to damages. See 'Misleading and aggressive practices: rights of redress' for more information. Please note that the CPRs' provisions on rights of redress will be replaced by similar ones in the DMCCA. However, the DMCCA's rights of redress provisions are not yet in force.

Key rights - the gas must be:

of satisfactory quality - for example, it must burn correctly
fit for a particular purpose - for example, it must be compatible with the appliance for which it is specified
as described - for example, if it says 'butane' on the cylinder, that is what it must be

The 'Sale and supply of goods: your consumer rights' guide gives more information.

BOTTLED GAS: WHAT TO CHECK

use a supplier that is known to you or one that has been recommended to you
be at home when a delivery is made, so you can view it before it is offloaded
check that the amount marked on the cylinders and the number of cylinders corresponds with your order and delivery note
check that the plastic seals in the valve, where fitted, are in place
bottles must be supplied with essential safety information
your supplier will provide you with information on deliveries, returns and how to safely connect and disconnect the bottles

STORAGE CONDITIONS

You should consider the hazards of storing oil and gas, as both are highly flammable. Your obligations differ depending upon whether you are storing as a trader or consumer. If in doubt, contact the Health and Safety Executive (HSE) for further information.

Having made sure you received what you paid for, make sure you keep it and you use it. Fit security devices to your storage tank and access points to it wherever possible.

Carry out checks to ensure your tank is in good condition. Any problems could affect the quality of your fuel or lead to leaks and spillages.

POINTS TO REMEMBER

compare oil and gas prices from different suppliers; some offer instant online quotes
you are entitled to a delivery ticket; get one and check it
some traders offer an automatic top-up service for heating oil. The level of oil in your tank is monitored and when it is running low, the trader will automatically schedule a delivery. Regular monthly payments can be made to spread the cost
beware of anyone unexpectedly calling and offering you oil or gas, especially if they do not want to give you a proper ticket
if you have any doubts, contact the Citizens Advice consumer service / Advice Direct Scotland

TRADE ASSOCIATIONS

Liquid Gas UK (trade body for the gas industry)
Camden House, Warwick Road, Kenilworth, Warwickshire, CV8 1TH
Email: mail@liquidgasuk.org

Oil Firing Technical Association (OFTEC) (trade body for the heating oil industry)
Unit 25, Riduna Park, Station Road, Melton, Woodbridge, IP12 1QT
Tel: 01473 626298
Complete the online contact form

IN THIS UPDATE

Changes made to reflect the coming into force of the Digital Markets, Competition and Consumers Act 2024 (Part 4, Chapter 1: 'Protection from unfair trading').

Last reviewed / updated: October 2025

Key legislation

Please note

This information is intended for guidance; only the courts can give an authoritative interpretation of the law.

The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to legislation can be found on each link's 'More Resources' tab.

For further information in England and Wales contact the Citizens Advice consumer service on 0808 2231133. In Scotland contact Advice Direct Scotland on 0808 164 6000. Both provide free, confidential and impartial advice on consumer issues.

The county council is not responsible for this information.