Making a complaint

A message from our Director of Customer Service

At First Utility we work constantly to ensure you are happy with our service. As Director of Customer Service, I’m pleased to say in most situations we solve things quickly and fully the first time you ask.

However I’m also aware that occasionally, things don’t go as smoothly as expected. If we don’t quite hit the mark for you, for whatever reason, then we’d like to hear your feedback so we can understand what went wrong and put changes in place to ensure we get it right and it stays right.

Making it easier to get in touch

At First Utility, we’re committed to resolving your complaint quickly and fully. We’re also committed to making it as easy as possible for you to voice your concerns.

That’s why, in addition to the more traditional means of getting in touch, you can now use Resolver, an independent complaints service. Click here to raise your complaint using their simple online process.

Resolver Find out more

Alternatively, you can contact us via phone on 01926 320 700, online form, Facebook, Twitter, web chat or in writing at First Utility Ltd, PO Box 6363, Coventry CV3 9LR.

Our document, Listening To Your Concerns - Our Complaints Handling Procedure, outlines in more detail the steps you can take to share any issues. And more importantly for you, it explains what we’ll do and how we will keep you informed as we work to sort it out. To obtain a free hard copy of our Complaints Handling Procedure, please call our Customer First Team on 01926 320 700.

The Citizens Advice Consumer Service offers free, independent and impartial advice so that you Know your rights (Welsh document) as an energy consumer. You may contact Citizens Advice Consumer Service (CACS) or the Extra Help unit (EHU) for independent, impartial and free advice. If you are a domestic customer you can contact CACS/EHU at any point of the complaints process.

Citizens Advice Consumer Service
Phone: 03454 040506

You can also refer your complaint to Ombudsman Services:Energy if the complaint has not been resolved within 8 weeks of the start date of the complaint. However, you can be referred back to First Utility if you have not followed the Complaints Handling Procedure identified above.

Energy Ombudsman
Phone: 0330 440 1624
Fax: 0330 440 1625
Textphone: 0330 440 1600
Address: PO Box 966 Warrington WA4 9DF
Website: ombudsman­
Email: enquiries@os­

Get in touch

Andy Eadle - Director of Customer Service

Andy Eadle
Director of Customer Service

How we handle complaints

Working with you to find a solution

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Our service performance

How we've dealt with complaints

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