Complaints Number for First Utility?

paxy

Hello

I am finding it impossible to get through to First Utility. Telephone queues are horrendous, emails are not answered for 7 weeks.

I wish to speak to them about something that has now turned into a complaint. They have a 'Consumer Affairs Team' that apparently deals with level 2 complaints, but it has not contact details published on the website.

Does anyone have any handy contact details to get through to a complaints area?

Thanks Paxy

PS They still seem to be answering sales calls within a few seconds - be warned anyone thinking of joining this very poor company.

matelodave

Instead of wasting your time waiting on the phone, send then either an E-Mail or recorded delivery letter marked "Complaint".
This usually gets a response and will get you a complaint reference number. It also has the benefit of starting the clock ticking so you can go to the Ombudsman after 56days if it doesn't get resolved.

If you just keep phoning or e-mailing without getting it registered as an official complaint (or getting a complaint reference number) you'll just get more frustrated and annoyed as nothing gets sorted out. You wont be able to get the ombudsman involved until it has been escalated to complaint status and they'll then get another 56 days before you can go to the ombudsman.

Alex444

You might get some response from the e-mail address below, but don't hold your breath.

[EMAIL="consumer.affairs@first-utility.com"]consumer.affairs@first-utility.com[/EMAIL]

Do not know if this a general number but:-

[FONT=verdana, sans-serif]Consumer Affairs team on 0800 011 5168 our lines are open Monday to Friday 9.00am - 5.00pm.

Good luck.
[/FONT]

hen49

Hi,
I have now switched to a previous supplier as FU do not respond. I sent a complaint in writing and via email in December 2013; I got a standard computer generated response today (7th March).
This company have cost me more in fuel than before since all customer readings are ignored and bills generated with estimates. I had no bill from September until January, all based on estimates so then had my direct debit increased, unbeknown to me, by 50%. This led to bank charges for going overdrawn.
I have used the power of customer choice and walked away and have sent a complaint to the ombudsman as I am over £300 in credit.
If you have a house with solar panels and other energy saving measures this company are not interested and assume that you comsume the national average. They will not take your own readings into account so I am now moving to a green company which will take this into account.
There is no way that a previous annual dual fuel bill of under £300 per year in the rural peaks can suddenly go up to over £900 per year when we have had one of the mildest winters. FU think they are correct.
What a mess and steer clear and get out is my advice.
this site has a template for complaints and this is way better to use than hanging on a phone in the hope of a rational conversation.
good luck,




I am finding it impossible to get through to First Utility. Telephone queues are horrendous, emails are not answered for 7 weeks.

I wish to speak to them about something that has now turned into a complaint. They have a 'Consumer Affairs Team' that apparently deals with level 2 complaints, but it has not contact details published on the website.

Does anyone have any handy contact details to get through to a complaints area?

Thanks Paxy

PS They still seem to be answering sales calls within a few seconds - be warned anyone thinking of joining this very poor company.[/QUOTE]

Alligg

Twitter does the trick,no company wants it to be seen on a global scale,we have had previous success with Twitter complaints.