We’re sorry we’ve let you down

https://images.ctfassets.net/0sn9t583vfn4/2kXsFcIN9ujPOTs0WzJIQw/14d6940285417be999ddbfb5780a4292/Here_to_help_Image.png

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.

https://images.ctfassets.net/0sn9t583vfn4/7BxHnTgr5elXAnHZYVTVU7/388f681e905ebbd0acf04db930b8ef58/IT_help_desk_RGB_circle_forWhite.png

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.

https://images.ctfassets.net/0sn9t583vfn4/7qhqdBU4WpfmsqmGPkV4Ag/7d0589d6c5cec1055035c7606217443f/laptop_RGB_circle_forTint.png

Step 1: Tell us

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 hearingsupport@uw.co.uk

  • 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.

Step 2 - Not satisfied?

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 8 weeks, 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 ceo@uw.co.uk. 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.

Step 3 - Unsatisfactory resolution?

We understand some complaints can take longer than others to resolve. However, there may be cases where this is not possible. If after either 8 weeks 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: complaint.info@financial-ombudsman.org.uk 

  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Knowing your rights

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.

Energy advice

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

Broadband and phone advice

Visit Citizens Advice broadband page, Citizens Advice mobile and internet page or contact the consumer helpline on 0808 223 1133 to find out more.

Insurance advice

Visit Citizens Advice insurance page or contact the consumer helpline on 0808 223 1133 to find out more.

Our complaints handling procedure

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 2024 – 30 September 2024

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

11.70

18.94

2693

2326

74.89%

22.96%

21.67%

Disputes over sums / charges

Scroll to view more →


*Number of complaints opened by volume of business
per 1000 policies in force.

footer-img-logo

© Utility Warehouse Limited 2025. Registered in England. Company number: 04594421
Utility Warehouse Limited is authorised and regulated by the Financial Conduct Authority