Making a complaint

Call us 

Call our customer services team on 0333 777 0777.
See here for our opening hours. Deaf or speech impaired customers can use our free SignVideo service.

Email us

Send us a message here.
Deaf or speech impaired customers can email us at [email protected]

Write to us

Customer services
Utility Warehouse
Network HQ
508 Edgware Road
The Hyde
London
NW9 5AB

How we handle complaints 
 

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.
 

Not happy with how your complaint is

being handled?
 

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.

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.