We aim to be the Nation's most trusted home service supplier, so if we've let you down in any way we need to know.
At UW, we pride ourselves on our customer service. But we understand we may not always get everything right. If you find any aspect of our service unsatisfactory, please don’t hesitate to tell us. We treat all complaints with the utmost importance, and use any feedback we receive as valuable insights for enhancing our service, staff performance, and products.
We’re confident that our customer service team will be able to provide you with a quick and effective resolution. And in those exceptional instances where immediate resolution isn't possible, we’ll ensure your matter is escalated to our dedicated complaints team.
508 Edgware Road
If you call us, we'll try to resolve your complaint within one working day. If you write to us, we'll try to resolve your complaint by 5pm the day after we get your letter or email. Of course, some issues take longer to resolve; if this is the case, we'll let you know.
We’re sorry if we’ve let you down. We promise to investigate your complaint fully and provide you with a resolution in a timely manner. Please take a look here, for further guidance on what the next steps are in our customer complaints code.
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 insurance page or contact the consumer helpline on 0808 223 1133 to find out more.
After you’ve raised your complaint, you’re free at any point to contact the Utility Warehouse (UW) Chief Executive Officers (CEO) directly via [email protected] who’ll do everything in their power with our operational teams to resolve your issue. Please ensure you include your account number, contact details (including address) and a summary of the problem.