Broadband, Home Phone & Mobile
Our promise to you
We promise to investigate your complaint fully and provide you with a resolution in a timely manner.
If at any point during the complaints handling procedure you are unhappy with how your complaint is being handled, you may request for your complaint to undergo an internal review. You can also find free, independent advice by contacting the Citizens Advice consumer service anytime during the complaint process.
So that we can deal with your complaint, please get in touch.
If you contact us by telephone we will always work to resolve your complaint within one working day.
If you contact us by email or letter, we will always work to resolve this by 5pm the day after the letter or email is received.
Of course, some issues take longer to resolve; if this is the case, we'll set your expectations within the above timescales.
Most complaints are resolved at this stage. If you're not happy at any point you may ask to speak with a member of our escalations team, who may then refer to either the management team or one of our specialist teams.
If your complaint isn't resolved to your satisfaction within the above timescales you may proceed to the next step.
At Utility Warehouse, your customer satisfaction is important to us so from 17th February 2020 we’ve signed up to Ofcom's Automatic Compensation scheme for Phone and Broadband services. This means that, if you're eligible, we offer Automatic compensation for:
You can find out more about the Automatic Compensation scheme on our Help page
[email protected] (deaf / speech impaired members)
0333 777 0777
0333 003 5643 (deaf / speech impaired members)
Member Services Utility Warehouse
508 Edgware Road
You're welcome to come to our Headquarters in London. Just click here to book an appointment.
If, after reporting your complaint through Step 1, you feel that it hasn't been satisfactorily dealt with, you may write directly to the Chief Executive's Office.
A member of that office will review your complaint and how it was handled and call you or reply to you to try to resolve it to your satisfaction.
If we're unable to reach an agreement, we will write to you explaining our position and final decision.
Chief Executive's Office
508 Edgware Road
If our Chief Executive's Office hasn't resolved your complaint to your satisfaction after eight weeks of first registering your complaint with us, or we have issued you a letter explaining our position and final decision, and you are still unhappy, then you may contact the Ombudsman Services: Communications.
If referring your case to the Ombudsman Services: Communications, you must do this within twelve months of first registering your complaint with us. They will investigate your complaint and will provide a decision. You can then choose to accept or reject their decision.
If you accept, we must act on their findings. They could ask us to provide an apology, explanation, take remedial action and provide monetary compensation in appropriate circumstances.
If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Services: Communications.
0330 440 1614
0330 440 1600
(deaf / speech impaired members)
Write to them:
PO Box 730
Visit them online: