First Utility stopped billing for nearly a year!

dipsy

right h ow can you get into their complaints procedure if you can't get any sense out of them they are doing my head in, I am 45 and never had issues with a gas/electric supplier before they are hopeless

Fire_Fox

dipsy wrote: »

right h ow can you get into their complaints procedure if you can't get any sense out of them they are doing my head in, I am 45 and never had issues with a gas/electric supplier before they are hopeless

Follow the complaints procedure, preferably using letters, keep a copy plus the recorded delivery receipt or proof of posting. Put the word 'complaint' in the heading.
http://www.first-utility.com/wp-content/uploads/2012/11/First-Utility-Complaints-Policy.pdf

A large proportion of the time people just ring the regular number and speak to a regular salesperson or telephone operative, who won't have the first clue about proper handling of complaints. And then telephone again and again and again. :wall:

[Deleted User]

sammylou100 wrote: »

I HATE First Utility. I have been with them for 20 months, over which time my bills have been consistently wrong. When I tried to switch from them I was told I couldn't as I'd have to swap to another supplier who uses Smart Meters, but currently the only supplier just beginning to introduce them is British Gas and that's only in the early stages, meaning I am trapped with First Utility. I've been threatened with solicitors when they have owed ME money. Before Christmas they sent me a bill with a £50 credit, I called to query it & was told I'd overpaid through the year (impossible I thought, with a Smart Meter). I've now received a bill for £150 as I apparently underpaid last year...I've been trying to sort this out for a week & nobody even responds to my emails. The call centre tells you something different each time.

I'm now taking this to the Ombudsman as I've had enough. I even responded to one of Martin's tweets bigging up First Utility, asking how he could recommend them when their customer service was so awful, and he told me 'Stories like that with every energy supplier, that's the issue, their customer service ranking isn't any worse generally'...but looking at reviews on money supermarket etc this doesn't seem to be the case. I just can't wait to move so I don't have to deal with them any longer!

You are not at all "trapped " with FU. Their smart meter just reverts back to being an ordinary meter if you switch. Even if you go to Brit Gas, who use exactly the same smart electric meter, it still doent operate as a smart. The two suppliers dont talk to each other yet about "smart switching " I see quite a few ex FU people at Brit Gas and they tell me their meters operate as a normal meter

Alex444

E-mail today saying they are changing my tarriff, price rise seemingly.