First Utility (nasty)

Tetra

I find First Utility's complaint handling rude, and worse, asking for the matter to be escalated according to their procedure to their Resolution Centre Team Manager, meant the matter being dealt with by the same person.

dogshome

Forget the phone - WRITE a letter headed Complaint setting out your grievance


With this in play, FU have to follow a set of rules set down by Ofgem and if they fail to fix the problem after 56 days, you go straight to the Ombudsman

Tetra

I have now escalated my complaint via Resolver twice and the response from First Utility both times is by the same person.

takman

Tetra wrote: »

I have now escalated my complaint via Resolver twice and the response from First Utility both times is by the same person.

Don't use Resolver as it's just an email template and "escalating" via resolver doesn't usually send emails to the right places as most companies don't recognise it. Deal with the company directly and you will probably have more luck.

But who really cares if they are "rude" make sure you concentrate on getting a solution to your actual problem first.

shaun_from_Africa

Do this:

dogshome wrote: »

Forget the phone - WRITE a letter headed Complaint setting out your grievance

and you will find their postal details here:
https://www.first-utility.com/wp-content/uploads/2018/08/201808-Listening-To-Your-Concerns-Our-Complaints-Handling-Procedure.pdf

Tetra

Thanks.

One advantage with Resolver is they have to respond, while letters can easily be "lost" and, if need arises, Royal Mail be persuaded to lose every recorded delivery letter one sends (it does happen), and doubtless any response as well.

I am also inclined to believe anything started by Martin Lewis must be good. Everyone's entitled to their opinion, but I think the Sun shines out of his backside.

takman

Tetra wrote: »

Thanks.

One advantage with Resolver is they have to respond, while letters can easily be "lost" and, if need arises, Royal Mail be persuaded to lose every recorded delivery letter one sends (it does happen), and doubtless any response as well.

Companies have no obligation to respond to a complaint through resolver. All it does it send them an email template with the information you submitted. As emails are insecure this means companies are actually less likely to respond if it related to a specific account and more likely to respond to a letter.

I'm obviously going to ignore the rubbish about some kind of conspiracy between royal mail and certain companies collaborating to loose letters :rotfl: .

Tetra wrote: »

I am also inclined to believe anything started by Martin Lewis must be good. Everyone's entitled to their opinion, but I think the Sun shines out of his backside.

I don't see how this bit is relevant considering Martin Lewis had nothing to do with starting Resolver.

-taff

Tetra wrote: »

One advantage with Resolver is they have to respond

No they don't. Read the PPI board, it's amazing how many companies don't respond...

Tetra wrote: »

I am also inclined to believe anything started by Martin Lewis must be good.

Except he didn't start it.


Plus, please be prepared to get numerous marketing calls/e-mails now because Resolver sells your contact info to third parties

scaredofdebt

FU (pun intended) are hopeless, they email me every year about a balance I paid off.


I complain to no avail, it's with the Ombudsman now (just had the annual email from them) and I've done a GDPR request to see if that shows what misinformation they hold.

Tetra

takman wrote: »

I'm obviously going to ignore the rubbish about some kind of conspiracy between royal mail and certain companies collaborating to loose letters :rotfl: .

Thirteen (out of 15) Recorded Delivery 'signed for' letters correctly addressed and sent to the same firm all lost and Royal Mail is free to sue (though it would only be funny if they did).

Tetra

-taff wrote: »

Plus, please be prepared to get numerous marketing calls/e-mails now because Resolver sells your contact info to third parties

Call blockers (for land line) and disposable email addresses are an essential 21st century life, imho. Happy to help with them if need arises.