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:
It’s important that you’re happy with the service we provide, and we’re sorry if we’ve not met this standard. If we get things wrong and you’re unhappy, please let us know. We’re here to help.
Contact our Customer Service Team who are fully trained to deal with a broad range of issues. Where possible, the team will do everything they can to sort out your issue right away. Where this isn’t possible, they’ll advise on how long it will take to resolve the issue, and provide you with regular updates.
To log a complaint, you can contact us by:
Calling our customer services team on 0333 777 0777. You can find our opening hours here. Deaf or speech-impaired customers can use our free SignVideo service.
Emailing us via our contact page. Deaf or speech-impaired customers can email us at [email protected]
Writing to us at Customer Services, Utility Warehouse, Network HQ, 508 Edgware Road, The Hyde, London, NW9 5AB.
Remember, you can contact Citizens Advice anytime during the complaint process for free, independent and practical advice.
If you remain unhappy with how your complaint is being managed, you can get in touch with us, and your complaint will be passed on to a specialist within our Complaints Team. Please remember to include your complaints reference number.
Write to us at this address:
Customer Escalations Team, Utility Warehouse, Network HQ, 508 Edgware Road, The Hyde, London, NW9 5AB.
The team will review your complaint and keep you informed of any next steps.
Please note that some issues may take a little longer to resolve. We recommend that you continue to make regular payments towards the services being provided to you.
If we're unable to reach an agreement, we’ll write to you explaining our decision. If we’ve been unable to resolve your complaint within eight weeks (six weeks for telco complaints), we’ll write to let you know that you have the right to refer your complaint to the Ombudsman Service.
Get in touch with our CEO
We value our customers' feedback and would love to hear from you – whether it’s good or bad. If you wish to tell us about a recent experience, or you remain unhappy about a resolution by our Specialist Complaints Team, you can contact the Utility Warehouse (UW) Chief Executive Officer (CEO) directly at [email protected]. Who’ll do everything they can to resolve your issue. Please ensure you include your account number, contact details (including full address) and a summary of the issue.
We understand some complaints can take longer than others to resolve. However, there may be cases where this is not possible. If after either eight weeks (six weeks for telco complaints) of your complaint being open, or our sending you a ‘deadlock’ letter, you can contact the Ombudsman for an independent review.
The Ombudsman Service offers a free and impartial service for consumers. They’ll investigate your complaint, and provide a decision. They could ask us to issue an apology, offer an explanation, take remedial action or provide compensation.
Any decision they make will be binding on us, but not on you. If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Service.
The Energy Ombudsman can be contacted via:
Telephone: 0330 440 1624
Deaf or speech impaired customers: 0330 440 1600
Website: energyombudsman.org
Address: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF.
The Communications Ombudsman can be contacted via:
Telephone: 0330 440 1614
Deaf or speech impaired customers: 0330 440 1600
Website: commsombudsman.org
Address: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU.
The Financial Ombudsman Service can be contacted via:
Telephone: 0800 023 4567 or 0300 123 9123
Website: financial-ombudsman.org.uk
Email: [email protected]
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
External Support
It's important to know your rights as a customer You can get free, independent advice from Citizens Advice if you need any help. For example, they can help answer questions about your bills or meter, and check if you can get discounts, grants or a cheaper tariff.
Visit Citizens Advice energy page or contact the consumer helpline on 0808 223 1133 to find out more.
Learn more: Know your rights in a changing energy market
Visit Citizens Advice broadband page, Citizens Advice mobile and internet page or contact the consumer helpline on 0808 223 1133 to find out more.
Visit Citizens Advice insurance page or contact the consumer helpline on 0808 223 1133 to find out more.
You can find our Complaints Handling Procedure here(opens in new tab)
Our energy complaint handling reports
Fourth Quarter 2025(opens in new tab)
Third Quarter 2025(opens in new tab)
Second Quarter 2025(opens in new tab)
First Quarter 2025 (opens in new tab)
Fourth Quarter 2024 (opens in new tab)
Third Quarter 2024(opens in new tab)
Second Quarter 2024(opens in new tab)
First Quarter 2024(opens in new tab)
Fourth Quarter 2023(opens in new tab)
Third Quarter 2023(opens in new tab)
Second Quarter 2023(opens in new tab)
First Quarter 2023(opens in new tab)
Fourth Quarter 2022(opens in new tab)
Third Quarter 2022(opens in new tab)
Second Quarter 2022(opens in new tab)
First Quarter 2022(opens in new tab)
Fourth Quarter 2021(opens in new tab)
Third Quarter 2021(opens in new tab)
Second Quarter 2021(opens in new tab)
First Quarter 2021(opens in new tab)
Fourth Quarter 2020(opens in new tab)
Third Quarter 2020(opens in new tab)
Second Quarter 2020(opens in new tab)
First Quarter 2020(opens in new tab)
Fourth Quarter 2019(opens in new tab)
Third Quarter 2019(opens in new tab)
Second Quarter 2019(opens in new tab)
First Quarter 2019(opens in new tab)
Fourth Quarter 2018(opens in new tab)
Third Quarter 2018(opens in new tab)
Second Quarter 2018(opens in new tab)
First Quarter 2018(opens in new tab)
Fourth Quarter 2017(opens in new tab)
Third Quarter 2017(opens in new tab)
Second Quarter 2017(opens in new tab)
Report October 2025(opens in new tab)
Report October 2024 (opens in new tab)
Report October 2023(opens in new tab)
Report October 2022(opens in new tab)
Report October 2021(opens in new tab)
Report October 2020(opens in new tab)
Report October 2019(opens in new tab)
Report October 2018(opens in new tab)
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.