Our policies

 

Providing the best possible customer care is one of our core aims at First Utility. We appreciate that the energy industry can sometimes be confusing, clouded in technical terms and processes, so we think it's important that we let you know exactly what we will do for you, and what you can do if you experience any problems.

 

Our promise to you

 

As part of this commitment to customer service we have a set of procedures and standards that we follow.

 

These standards are available for you to download here. 

 

Download

Helping our vulnerable customers
This document outlines the range of services available to help protect our vulnerable customers

   Download

Guaranteed standards of service
This document outlines the standards that we and your electricity and gas distributors promise to adhere to in providing a service to you.
 
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Complaints handling

If you are not satisfied with our service please follow our complaints handling policy to let us know your feedback

   Download

Paying your bill - help for domestic customers
We will do all we can to help you if you are or believe you may experience difficulty paying your bill.  This document outlines the steps we will follow and the support we can provide you with.
 
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Terms and Conditions
This document outlines First Utilty's terms and conditions with regards to the supply of energy and telecoms services to domestic customers.

   Download

Energy Saving Advice
This document outlines information about efficient use of energy in your home and provides details of third parties who can provide you with further information. 

 
         
Download

Services for Prepayment Customers
This document contains full details of the services offered to our Prepayment customers. It explains prepayment meters and how we support customers who use this service.

      

 

 

You many need to install Adobe Acrobat Reader

To open the PDF documents above, you may require the latest version of Adobe Acrobat Reader. If you do not already have Adobe Acrobat Reader you can install it for free by clicking on this link  http://get.adobe.com/reader/

 

If you would prefer to have any of the documents emailed or posted to you please call our Customer Services department on 0845 215 5000 to request a copy.