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.
First Utility provides:

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 833,321 users had to say

"I just wanted to say thanks you. I have used Resolver 4 times now after companies refused to refund on poor service. American Airlines denied liability at Heathrow for a damaged suitcase. When I used Resolver I received £64 for a new suitcase. Travelodge claimed they couldn't refund on a pre-paid room after my wife was rushed into hospital. They changed their minds when I used Resolver and gave me my £45 deposit back. Great Western Railway claimed they couldn't refund my ticket after they cancelled my train to the Principality Stadium, Cardiff for a rugby match stating they had provided alternative bus services (Which were full). They have now agreed to refund my ticket cost. I have one outstanding case with Scottish Power that is with the ombudsman which is well documented and presented thanks to Resolver. The Resolver brand carries a lot of clout when it comes to complaining. In my experience companies take more notice and react when faced with well presented complaints. Thank You. Peter Beard"
Peter Beard via email
"Resolver tracks your issue and escalates it for you so saving you a lot of donkey work. My issue with Cardiff Airport Holiday Inn about parking charges took 6 months and escalating to the top level but I finally got resolution so many thanks and congratulations to Resolver for their very good service "
Pete Gaskell via facebook
"I helped my daughter in law complain about her packaged bank account and she received almost £1,000 about 2 weeks ago. Also, I have had considerable problems with Hotpoint re. their tumble dryer debacle. After many weeks of being ignored by them, I made a complaint through Resolver and they contacted me within a couple of days. So, hopefully, things will be sorted soon. Keep up the good work - I will definitely be using you again and recommending you to friends/family."
Jayne Skuse via email

First Utility provides

Using Resolver, you can submit an issue about 4 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

Want to start a complaint about First Utility?

Raise it for free via Resolver

Helping you with First Utility

First Utility is a supplier of Gas & Electricity

How do I make a First Utility complaint using Resolver?

If you want to make a complaint about First Utility using Resolver, then the process could not be simpler. Start your First Utility complaint and answer a few simple questions as Resolver finds out precisely what sort of complaint you wish to make. We will then offer you our initial advice on how to proceed with the First Utility complaint. If you wish to continue with your complaint, we will help you create an email to send to First Utility. This will detail your issues and spell out how you would like your complaint to be resolved. Alternatively, you can make your complaint by phone.

How does Resolver keep records of my First Utility complaint?

Resolver records all your details about your First Utility complaint in a detailed case file. we also keep a record of any correspondence you send via Resolver and any phone calls you make using our app. We will also keep everything together in your case file, and will help you to package it up if you decide to escalate your complaint beyond First Utility

Is it free to make a First Utility complaint via Resolver?

Absolutely. Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call).

Your Rights

  • First Utility is working directly with Resolver to help provide you with a better experience and to make resolving your issues simpler.
  • Resolver’s guided submission process will help First Utility to understand and resolve your issue. Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
  • All energy companies have to meet high standards of service, set by industry watchdog Ofgem.
  • When you submit a case, Resolver will provide the typical response time for First Utility.
  • If you are unable to reach an agreement with First Utility after exhausting all their standard complaints procedures, you will be offered the option of taking your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.

What First Utility will do

First Utility will respond after you submit a case and explain what action they intend to take. During the first eight weeks of your case, we recommend you work with First Utility to try and resolve your issue.

In doing so, it’s important to be as fair and reasonable as possible in your approach.

If you’ve tried everything you can to reach a solution with First Utility, however, and still can’t reach an agreed outcome, you can escalate your case to the ombudsman. This option will only become available to you eight weeks after first raising your issue.

Struggling to pay your energy bills

If you are having trouble paying your bills or keeping your home warm, you could be considered a vulnerable customer. If this is the case you may be entitled to extra assistance with your situation. If you feel this is the case, please mention this when you initially raise the issue with First Utility.

Additional assistance

If you need additional assistance with your case, Citizens Advice is able to provide advice and guidance. They can be contacted on 03454 040506.

Citizens Advice also has drop-in centres around the country that offer face-to-face assistance. We recommend ringing and booking an appointment before visiting a centre.

The Role of Ofgem

The Regulator for the energy market does not look at individual consumer cases but looks at the overall market and regulation of the market. Ofgem can take actions across a market or against a specific company if they feel their actions are inappropriate.

Resolver & First Utility

Resolver is working with First Utility to help consumers with issues or complaints by guiding and supporting them through the process. Resolver’s key role is to help consumers and we are entirely independent of First Utility.

Energy Ombudsman

Consumers with unresolved issues have the right to take their case to the Energy Ombudsman. Resolver will remind you when you can escalate your case to the ombudsman.

The ombudsman’s role is to provide an independent assessment of your case if you are dissatisfied with the resolution offered by First Utility. You should take your case to the ombudsman only if you feel your issue has not been resolved.

You can escalate your case to the Energy Ombudsman after 8 weeks (or before then if First Utility provides you with a deadlock letter)

What is deadlock?

Deadlock is when you and the energy company cannot agree to an outcome. In this instance, the energy company will provide you with a letter stating that you have reached a deadlock. This allows you to escalate to the ombudsman in advance of 8 weeks. If this happens please contact Resolver customer service so that you can send your Resolver case file to the ombudsman.

FAQs about First Utility

I have received an estimated bill from First Utility

It is normal that your bills from First Utility are often estimates. These are based on the typical usage either for your home or a home similar to yours (based on the number of people living there and/or size). First Utility will normally send you an email on a regular basis asking for meter readings and are obliged to read your meter every 2 years. The best way to ensure your bills are accurate is to send in meter readings either from your account, email or over the phone.

My First Utility energy bill is too high

If you have received a bill that is 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 have covered and therefore built up a debt. If this is the case then you can use Resolver to raise your concern.

My First Utility bills have suddenly risen

This could be because you have come to the end of an existing tariff and have therefore moved onto a standard tariff. If this is the case then you should consider what you would like to do next, it is usually more economical to be on a number of special tariffs offered than to be on the standard tariff.

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

The simple answer is yes, however, we would recommend checking before you do. If you pay by direct debt your payments are spread out through the year, so some months (in the summer) you are paying more than you use and others you are paying less than you use (in the winter). This way the amount balances out. If you withdraw your credit it may mean you won’t have the correct balance. We would recommend using Resolver to check this out with First Utility.

Can I make a complaint to First Utility with Resolver?

Yes, Resolver is a free independent tool, recommended by First Utility to help you resolve your issue if you need assistance. We are also recommended by Moneysavingexpert.com, Citizen Advice and Ombudsman Services.

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

Resolver will help guide you through the process of raising and managing a complaint. If you are not satisfied with the outcome we will remind you what to do next and how to get an independent free assessment of your issue. If you are not satisfied with the response from First Utility then you can escalate your case to Ombudsman Services after 8 weeks. The Ombudsman is an independent free service that will assess your case and provide an independent decision.

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

The Ombudsman is there to independently assesses your issue with First Utility and will recommend an outcome that they feel is fair and reasonable. Before escalating your case consider whether you feel the outcome offered is not fair and reasonable.

I have an outstanding debt with First Utility I cannot pay

The most important thing is not to ignore this, but to take action. You can either contact First Utility and explain that you are struggling with what you owe and ask if you can get any assistance. They will help you look at payment plans or other methods of helping resolve your issue. In addition, you can get independent help from charities such as Step Change who are there to provide independent advice and guidance if you have 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 you are in dispute. If you do have a debt, do not ignore it. The best resolution is to contact First Utility through Resolver and to explain your situation. If you do not agree with the debt then explain why you feel this is 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

Companies will often pass over outstanding debts to debt collectors. These firms are specialists at collecting debts and can either be working on behalf of the company or they have taken on your debt. A debt collector has the same rights as a company to recover money, they are not bailiffs. First Utility have been following up on outstanding debts by working with a debt collection agency called xxxx. If you have received a letter then you can use Resolver to find out your rights and to raise an issue with First Utility.

I have not received a bill from First Utility

A number of First Utility tariffs are paperless. It is more likely these days that you will receive an email with an alert to login to the First Utility portal. You can then check your account and your bill. If you have not received the email check your SPAM folder and if it’s not there then use Resolver to contact First Utility to check on the status of your bill.

Contact details

To view the First Utility contact details press the button below

View First Utility complaints contact details

About

First Utility is a company in the Energy sector. Resolver can help guide 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 Phonepay p lus The retail ombudsman 1

Resolver is a member of

Advice u k Trust mark 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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