if you’re not happy,
we’re happy to listen

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Whilst we always do our best to make sure you're happy, we're only human and we do make mistakes. We find that most things can be resolved very quickly and amicably.

If you’d like to speak to someone:
Please tell us your account number every time you get in touch so we can find your details quickly.

Call our customer services team: 01926 320 700 anytime between 8am - 8pm, Monday to Friday, or 9am - 4pm on Saturdays
Or through Typetalk: 18002 01926 320 700

Write to us:
Customer Services
First Utility
PO Box 4360
CV34 9DB

If English is not your first language
We can translate our complaints procedure into your first language and send you a copy or we can arrange an interpreter. Please call 
01926 320 700 to set up either of these options.

What will happen when I get in touch?
We’ll do our best to sort everything out there and then. Sometimes we need to make further investigations, in which case we’ll give you a reference number to speed up further communications and we’ll keep you updated whilst we’re making our enquiries.

If you’re still not happy
Our Customer Case Resolution team is on hand to help. They will work closely with our teams at First Utility to try and resolve your complaint to your satisfaction.

Call our Customer Case Resolution team on 0800 011 5168 between 9am - 5pm, Monday to Friday.
Email us: customer.case.resolution@first-utility.com
Write to us: Consumer Affairs
First Utility
PO Box 4360
CV34 9DB

What will the Customer Case Resolution team do?
One of our Customer Case Resolution team will take responsibility for resolving your complaint. They will talk to our internal teams to find out where things have gone wrong and they will write to you within 10 working days.

Depending on the nature of the matter, this letter may contain an apology and an explanation, or it may contain details on the next steps we need to take together to be able to draw a line under the matter.

If you want to find out what’s happening with your case whilst we’re preparing this letter, one of our customer services team will be able to update you. Simply call them on 01926 320 700.

If it has not been resolved within eight weeks

If your complaint has not been resolved to your satisfaction within eight weeks of you first contacting us about the matter, you can take it to the Energy Ombudsman. Full details of how to do this are set out below.

Please note that if you haven’t followed our complaints procedure (ie contacted us in the first place and then taken the matter to our Customer Case Resolution team), the Energy Ombudsman will refer you back to us.

Next steps
In the very rare cases where we are unable to come to an amicable resolution, you can ask us for a ‘deadlock’ letter and take the matter to the Energy Ombudsman.

Call: 0330 440 1624 or 01925 530263
Fax: 0330 440 1625 or 01925 530264
Textphone: 0330 440 1600

Email: enquiries@os-energy.org
Write to: Ombudsman Services: Energy
PO Box 966
Visit the website: http://www.ombudsman-services.org/energy.html

The Energy Ombudsman is independent, impartial and free to use. We will always co-operate with them whilst they fully investigate the matter and give a ruling. This ruling may be anything from an apology or an explanation to a practical action or compensation. We will stand by their decision as it binding on First Utility, but you are not bound by it and you can take the matter to the Citizens Advice Consumer Service.

Citizens Advice Consumer Service

The Citizens Advice Consumer Service help people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.

Website: www.citizensadvice.org.uk/index/getadvice.htm

Call: 08454 04 05 06

Complaints received by First Utility

In 2008, Ofgem introduced new complaint handling standards in line with the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.

1 October 2010 to 30 September 2011 2044
1 October 2011 to 30 September 2012 6966
1 October 2012 to 30 September 2013 20,871
1 October 2013 to 30 September 2014 26,311
*Complaints from residential customers which could not be resolved on the same day or the next working day after the complaint was received.

Delays to complaint resolution generally occur when the complaint needs more detailed investigation or more information is required from a third party to ensure that the complaint is dealt with to the standard that our customers expect. In the majority of cases, these complaints were resolved amicably.

You can find further information on the Consumer Complaints Handling Standards by clicking on the following link: http://www.legislation.gov.uk/uksi/2008/1898/contents/made

Should you require a hard copy of the Regulations, please contact the Stationery Office on 0870 600 5522.

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