We’re sorry we’ve let you down
At UW, we pride ourselves on our customer service but we understand we may not always get everything right. If you find any part of our service unsatisfactory, please don’t hesitate to tell us. We treat all complaints with the utmost importance and use any feedback to make our services, products and staff performance better.
We’re also confident that our customer service team will be able to provide you with a quick and effective resolution to your problem.
Our promise to you
If you’ve felt the need to raise a complaint about our products or services, we’ll work with you to investigate fully and provide a resolution as quickly as possible.
Discuss and understand your concerns
We’ll make sure that we listen to your feedback, understand how we may have let you down, and consider how to resolve your concerns quickly.
Explore how we could have done better
We’ll work with you to investigate your concerns, gather any findings and provide an explanation on what the appropriate next steps are.
We’ll outline how we propose to make things better. We’ll always try to do this with you to ensure we reach a fair outcome.
How to make a complaint:
External Support
Our energy complaint handling reports
Our Financial Services complaints handling report
UW aims for the highest standards in customer service and places an emphasis on resolving customer complaints quickly and fairly. See the table below for more information on our regulated financial services complaints.
Utility Warehouse Limited
Period covered in this report: 1 April 2025 – 30 September 2025
Product / service grouping | Provision (at reporting period end date)* | Intermediation (within the reporting period)* | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|
Insurance and pure protection | 11.93 | 38.42 | 2188 | 2016 | 79.51% | 6.99% | 31.55% | Unclear Guidance / Arrangement |
*Number of complaints opened by volume of business per 1000 policies in force.