First Utility is the largest independent energy supplier in the UK, supplying energy to millions of domestic customers. The scale of First Utility’s operations means that there are cases where people need to get in touch with them to make a complaint. If you are wondering how to make a complaint with First Utility, the following information will help you.
2017 update: First Utility has published a new complaints handling policy which you can view here. That policy covers electricity and gas supply and electricity and gas meter complaints. It details planned interruption to supplies and supply network faults and how to complain about them. They have also listed ways that you can take your complaint further. First Utility says that they “endeavour to respond to you within 10 working days”, so you can expect a reply to your complaint soon.
The 3 main ways to issue a compliant include:
Online: You can access the First Utility customer service department online and issue a complaint.
Telephone: Call 0843 770 5059 or 01926 320 700, and speak with a representative from the customer service department.
Written: It is also possible to issue a written compliant to the address below.
Customer Services First Utility
PO Box 4360
What Happens Next?
No matter which method you choose when issuing your compliant, you can expect a quick response. First Utility’s main priority is to handle all complaints in a very timely manner. In most cases, all issues will be handled and corrected after the very first form of contact. First Utility’s commitment to customers is to respond to all complaints in written form within just 10 business days. All complaints are documented in your customer account for future reference along with the method for resolving the issue. To view First Utility contact numbers, click the link.
In some cases, complaints require the collection of information or investigation. This normally only refers to complaints that are more serious and require additional details. For these specific cases, you will be given a reference number that you can use when contacting us regarding an update. This will simplify the process for you until your compliant is resolved to your satisfaction.
Guaranteed Standards of Service
This refers to the obligations that First Utility are required by law to meet including all appointments regarding work on your meter.
It is possible to download a full copy of their Guaranteed Standards and Service policy at the First Utility website.
Changes to Consumer Complaints Handling Standards Regulations 2008
There were changes made to the consumer complaints handling standards regulations in 2008. If you want the ability to look over the alterations to the regulations, you can obtain a hard copy by contacting the stationery office at 0870 600 5522.
When Should Complaint Resolution be Expected to be Delayed?
A delay involving resolving your complaint might occur when more investigation is required or a third party is also involved in the complaint.