Customer complaints code

Our promise to you

We promise to investigate your complaint fully and provide you with a resolution in a timely manner. We will:

• Apologise

• Give you a full explanation

• Take appropriate actions to put things right

• Arrange compensation in appropriate circumstances
   

If at any point during the complaints handling procedure you're 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.

Step 1: Registering your complaint with us

So that we can deal with your complaint, please get in touch. If you contact us by telephone we'll always work to resolve your complaint within one working day.

If you contact us by email or letter, we'll 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 UW, your customer satisfaction is important to us, that's why, as of 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:

• Delayed repairs following loss of service;

• Delayed activation; and

• Missed appointments

Step 2: If there's a problem with your complaint

If, after reporting your complaint through Step 1, you feel that it hasn’t been satisfactorily dealt with by 5pm the following working day, you may contact our Customer Escalations Team.

Our Customer Escalations Team is specifically dedicated to resolving your complaint and will carry out an independent internal review to make sure it's resolved to your satisfaction.

If we're unable to reach an agreement, we will write to you explaining our position and final decision.

Write to us

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

Step 3: If the complaint isn't resolved to your satisfaction

If our Customer Escalations Team 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. If referring your case to the Ombudsman Services, you must do this within 12 months of the date we issue you with the deadlock letter stating our final position.

Ombudsman Services offers a free and impartial service for consumers. 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.

Remember, you may contact Citizens Advice at any time during the complaint process for free, independent and practical advice. 

Ombudsman Services

The Ombudsman Services resolve disputes between consumers and companies signed up to their scheme. It's an impartial, free service.