Appalling Customer Service from First Utility

Paul_from_Looe

In December of 2012 I returned from holiday to find that my gas meter had gone wrong - it was counting up units even with the gas disconnected. I reported this to First Utility who said that someone would call and check the meter. No-one arrived!
In January, I received a bill for £750 for 1 month's gas (for the month that we were on holiday). I called FU once again and asked them to explain why no-one had yet called to inspect the meter. They said someone had but we were out. I asked what date that had occurred because we have someone at the house most of the time. They could not provide the date. Later that day, the meter company did call to make an appointment and I asked when they had visited previously. They confirmed that they had not called and the first time that they heard about the problem was today. Someone was not telling the truth and I tend to think that the meter company was quite straight.
The meter man arrived two weeks later and removed the meter. It still clocked up units when removed from the supply.
A month went by and I had still not heard anything from FU so I contacted them again.This time they said that they had no record of my having reported a meter problem. I stopped all payments on my direct debit.
Another month went by and I received the report form the meter company saying that the meter was at fault and beyond being testable. I contacted FU again but they again stated that I had not reported a meter fault.
I then used their so called "complaint procedure' and surprisingly they found my previous correspondence. They assured me that their accounts would be in touch with me to discus what the amount outstanding should actually be and to reach an agreement. No-one called!
It is now 6 months since the problem started and I have just received a small credit to my account (without anyone calling). The credit is a fraction of the overcharge.
I have just heard the Managing Director on the television who explains that there are only about 80 customers who have had a problem with their customer services! Anyone who thinks that they have a problem should email him directly - THATS GOOD. So I have looked for his email address but the only contact is via (you've guessed it - Customer Services). I asked Customer Services for their MD's email address and await their reply - what are the chances that they will reply I wonder.
As soon as this matter is resolved, I will change suppliers. Good customer service is worth paying a few extra pounds for. My advice to anyone looking for a utility supplier is to stay well clear of First Utility.:mad::mad:

Yorksport

Useful info Paul. FU's problem is that it attracted more customers than its systems could deal with - perhaps one of the reasons for its substantial tariff rise to put off any more! They might be sorted in a couple of years.

CoreRaystar

For info.:
The name of the CEO of First Utility is Ian McCaig. FU address is:
Point 3
Warwick, Warwickshire CV34 5AH

United Kingdom
Phone: 44 1926 320 700
Fax: 44 8452 153 857

Following information from Bloomberg.Businessweek:

Mr. Ian McCaig has been the Chief Executive Officer of First Utility Limited since March 19, 2012. Mr. McCaig served as Chief Executive Officer of Lastminute.com plc (Travelocity Europe) of Travelocity.com LP since April 24, 2006. He served as the Chief Operating Officer of Lastminute.com Plc from August 4, 2003 to April 24, 2006. Mr. McCaig served as Vice President of 3G operations at Nokia and spent seven years overall in the telecommunications industry. He started ... his career in the IT industry, where he spent seven years before moving into telecommunications in 1995, with a role at Telewest Communications. He went to mobile phone firm Nokia in 1997, where he led businesses in Europe, the Middle East & Asia and, in 2002, launched some of the world's first commercial 3G networks. Mr. McCaig has been Director of Bigmouth Media Ltd. since January 2009. He has been Non -Executive Director of Cupid Plc since March 6, 2012. He has been a Director of VisitBritain since February 13, 2014. He served as a Director of Lastminute.com Plc (Alternate Name, Lastminute.com Limited) since November 20, 2003.

Alex444

Try this it hits the spot:-

ian.mccaig@first-utility.com

EdGasket

Can you claim anything back from the direct-debit guarantee? It is supposed to make an immediate refund if there has been an error.