First Utility complaints policy

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.

This section contains all the information you need regarding:

  • Contacting the First Utility customer service department to make a complaint
  • Escalating a First Utility complaint
  • Useful Contacts

Contacting our customer service team

If you wish to make a First Utility complaint, you can contact our Customer Service team. Please remember to include your account number in any correspondence - this can be found on any bill or on your registration letter.

We always aim to solve your complaint the first time round and will keep a record on your customer account of any conversations and resolutions reached.

Escalating a complaint

If you feel your First Utility complaint has not been resolved to your satisfaction, you may ask to speak with the First Utility Customer Contact Specialist Team. Our Customer Contact Specialist Team is trained to handle any expression of customer dissatisfaction and work closely with our internal teams to keep you updated.

If you are still not satisfied and our Customer Contact Specialist Team can take no more actions to resolve your complaint, you can request a deadlock letter and escalate your First Utility complaint to the Energy Ombudsman. The Energy Ombudsman can request that we provide apology or explanation, a service or practical action that will benefit you, or pay you compensation.

Alternatively, you may contact the Citizen's Advice Consumer Service for independent, impartial and free service.

Useful contacts

First Utility Customer Services
PO Box 4360
CV34 9DB
Tel. 01926 320 700
Textphone: 18001 01926 320 700
Opening hours are Monday to Friday 8am to 8pm, Saturday 9am to 4pm.

Citizens Advice Consumer Service
08454 04 05 06

Energy Ombudsman
PO Box 966
Tel. 0330 440 1624 or 01925 539 263
TextPhone: 18001 0845 0511 513 or 018001 01925 430 886

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