Complaints

Making a complaint

We aim to ensure that you don't experience any problems with our service. However, if you wish to make a complaint please contact our Customer Services department:

Tel: 0845 215 5000

Email: customer.services@first-utility.com

Write to:

Customer Services

First Utility

PO Box 4360

Warwick

CV34 9DB

If you feel your complaint is not being handled to your satisfaction, you can request to speak to our Customer Service Manager. Alternative advice can be sought from Consumer Direct who are part of Trading Standards. If you are a domestic customer you can contact them at any point in the complaint process. They can be contacted on:

Tel: 0845 404 0506

Website: www.consumerdirect.gov.uk

Dealing with your complaint

We aim to handle all complaints at the time of your first call or contact and are committed to responding in writing within 10 working days. A record will be made on your customer account of any conversations and the resolution made.

If we need to collect any further information or investigate the complaint, we will give you a reference number for any future contact and keep you updated on the progress and the final resolution.

Guaranteed Standards of Service

Guaranteed and Overall Standards of Service are standards we are required to meet in relation to appointments you make with us to work on your meter. You can find our Guaranteed Standards of Service by either clicking here or contacting Customer Services on 0845 215 5000.

Additional charges

A summary of additional charges is available to download here.