If you are having problems with First Utility and would like to either find out your rights, who to contact or make a complaint then use Resolver to make the process simpler.

Resolver is working with First Utility to help resolve customer issues.
We are an entirely independent issue-resolution tool that enables the raising and handling of consumer issues, making complaining simpler for everyone.

How does Resolver work?

Explains your rights to you

You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.

Helps you prepare your emails

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

Creates a case file for you

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.

Lets you record all your communications

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.

Lets you know when to escalate your complaint

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

Here's what some of our 1,001,643 users had to say

After 4 years arguing with First Utilties about not reading my gas meter, Resolver had it sorted within 2 weeks and the refund soon followed.
John I via facebook
I found the site very easy to use and following their advice to make a claim against Monarch for a delayed flight in 2012. This week we each received Euros 400. Many thanks, Resolver. Pamela
Pamela Green via facebook
I don’t know who to write at resolver but I just wanted to thank you with your assistance in my plight , because of you I have received a refund for items I ordered from Boohoo . Where I had no place to turn for information you were there to guide me . I just like to say thank you
Anon via email

First Utility provides

Using Resolver, you can submit an issue about 5 services offered by First Utility. Your case will be sent to the correct person or team at First Utility and escalated at the correct times, to the correct person, if required.

First Utility Gas

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all five levels of First Utility complaints. If your complaint is not resolved by First Utility, you can then package it up and send it to the Ombudsman Services.

Start your complaint

First Utility Electricity

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all five levels of First Utility complaints. If your complaint is not resolved by First Utility, you can then package it up and send it to the Ombudsman Services.

Start your complaint

First Utility Dual Fuel

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all five levels of First Utility complaints. If your complaint is not resolved by First Utility, you can then package it up and send it to the Ombudsman Services.

Start your complaint

First Utility Broadband

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all five levels of First Utility complaints. If your complaint is not resolved by First Utility, you can then package it up and send it to the Ombudsman Services.

Start your complaint

First Utility Debt Collection

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all five levels of First Utility complaints. If your complaint is not resolved by First Utility, you can then package it up and send it to the Financial Ombudsman Service.

Start your complaint

Want to start a complaint about First Utility?

Raise it for free via Resolver

Helping you with First Utility

I’ve received an estimated bill from First Utility

First Utility and other energy suppliers often use estimates to calculate bills. These are based on the typical usage for your home or a home similar to yours (based on the number of people living there and/or size). First Utility will usually email you on a regular basis asking for meter readings. The best way to ensure your bills are accurate is to send in meter readings through your online account, by email, or over the phone.

My First Utility energy bill is too high

If you’ve received a bill that’s higher than you expected, first of all, check your meter to ensure the readings are accurate. You may have been using more energy than your payments cover and therefore built up a debt. If this is the case then you can use Resolver to raise your concern. If the reads on your bill are estimated, you should submit a read to First Utility through your online account, by email, or over the phone. First Utility will then reissue your bill automatically, using accurate figures.

An increase in your bill could also be because you’ve come to the end of an existing tariff and moved onto a standard variable tariff. If this is the case then you should consider what you’d like to do next. You’ll usually pay less with a special or fixed-rate tariff rather than remaining on a standard variable tariff.

My First Utility account is in credit. Can I get my credit back?

The simple answer is yes, however, we’d recommend checking with First Utility before you do. If you pay by Direct Debit, your payments will be spread throughout the year, so during some months you may end up paying more than you use (usually in the summer), while in others you may pay less than you use (in the winter). However, you should find that over the course of the year, the amount you’ve paid reflects the energy you’ve used overall. Depending on when you withdraw your credit, you may need to pay more at a later stage to ensure that you’re still paying enough to cover your energy usage.  You can discuss this with First Utility using their Ask First tool. If you’re unhappy with the response and wish to raise a complaint, you can use Resolver.

Can I make a complaint to First Utility with Resolver?

Yes, Resolver is a free independent tool that helps customers raise and resolve issues. We’re recommended by Moneysavingexpert.com, Citizen Advice and various Ombudsman Services. Resolver will help you find out your rights, allow you to record your communications, and guide you through the complaints process. 

What if I am not satisfied with the outcome of my complaint with First Utility?

Resolver will help you through the process of raising and managing a complaint. If you’re not satisfied with the response from First Utility, our escalation process will let you know when you can raise your complaint to the next level, and ultimately to the Ombudsman, where appropriate. The Ombudsman is a free and independent service that will assess your case and provide a decision. You can escalate your case to the Ombudsman if you have an unresolved complaint after eight weeks.

If I escalate my First Utility case to the Ombudsman will they hold in my favour?

The Ombudsman is there to independently assess your issue with First Utility and will recommend an outcome that they feel is fair and reasonable.

I have an outstanding debt with First Utility I can’t pay

The most important thing is to take action and not to ignore the problem. You can contact First Utility and explain that you’re struggling with the outstanding balance and ask if they can offer you any help. They will discuss payment plans or other methods of helping you resolve your issue. In addition, you can also get independent help from charities such as Step Change or Citizens Advice. They’re there to provide independent advice and guidance for anyone who has debt issues.

First Utility are chasing me for an outstanding debt

If you owe money to First Utility then they have the right to expect payment of the debt, unless it’s in dispute. If you do have a debt, please don't ignore it. The best solution is to contact First Utility through Resolver and explain your situation. If you don’t agree with the debt then explain why you feel it’s incorrect. If you are struggling to repay the debt then you can get independent advice from the debt charity Step Change.

First Utility have passed my debt over to a debt collection agency

First Utility sometimes follow up on outstanding debts by working with a debt collection agency. Collection agencies are specialists at collecting debts and can either be working on behalf of the company or they may have taken on your debt. A debt collector has the same rights as a company to recover money. They’re not the same as bailiffs . If you’ve received a letter then you can use Resolver to find out your rights and to raise an issue with First Utility. Resolver will help you reach a fair resolution.

I haven’t received a bill from First Utility

Customers who pay for their energy by cheque or BACS transfer, or follow the standard variable rate, will receive an email or alert telling them to view their bill online, rather than receiving a paper bill. If you haven’t received the email, check your spam/junk mail folder. If you still have issues and are unhappy with the way it’s been dealt with, you can contact Resolver for help. Customers who pay a fixed monthly amount by Direct Debit won’t receive paper bills from First Utility or regular email alerts, but they will be able to view their bills in their online account.

Contact details

To view the First Utility contact details press the button below

View First Utility complaints contact details

About

To help you get the best response from your First Utility complaint Resolver guides you through every step of the process.

To help you get the best response from your First Utility complaint, Resolver can put you in touch directly with the best person or department you need to speak to. We will also advise you how to word your complaint in order to get a swift resolution to your issue.

In addition, Resolver will help you record all calls and correspondence you make via our app and website. Plus, we will help you gather all your information into a case file should you wish to escalate your First Utility complaint.

Working with ombudsmen

With Resolver you can send your case to all key ombudsmen including:

Furniture ombudsman Ombudsman services Financial ombudsman service C e d r Gambling commission The retail ombudsman 1

Resolver is a member of

Advice u k Justice C t s i Ombudsman association Trading standard approved

Resolver promises

We will never share your personal data with anyone without your permission - your case will go to the firm you’re complaining about and, if appropriate, to an ombudsman.

If you find something wrong with a company or our processes, tell us and we will put it right.

You can raise a complaint against Resolver via Resolver itself.

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