£Take the CashBack Challenge

Our Complaint statement CashBack card & Bill Protector

We aim to be the Nation's Most Trusted Utility Supplier, so if we've let you down in any way we need to know.

Please click here for a printable PDF version of the information below.

Our promise to you

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

We will:

  • provide you with an apology
  • 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 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.

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 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.

  • call us
  • 0333 777 0777
    Monday to Friday 9am to 5:30pm
    Saturday 9am to 4:30pm
  • minicom /
  • 0333 003 5643
    (deaf / speech impaired members)
  • write to us
  • Member Services
    Utility Warehouse
    Network HQ
    508 Edgware Road
    The Hyde
    NW9 5AB
  • visit us
  • You're welcome to come to our Headquarters in London. Just click here to book an appointment.
  • 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, 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.

  • write to us
  • Chief Executives Office
    Utility Warehouse
    Network HQ
    508 Edgware Road
    The Hyde
    NW9 5AB
  • Step 3

    If the complaint is unresolved to your satisfaction

    If our Chief Executive's Office hasn't resolved your complaint to your satisfaction, or we have issued you a letter explaining our position and final decision, and you are still unhappy, then you may contact the Financial Ombudsman Service.

    If referring your case to the Financial Ombudsman Service, you must do this within six 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 Financial Ombudsman Services.

  • Financial Ombudsman Service
  • call them
  • 0800 023 4567 or
    0300 123 9123
  • write to them
  • The Financial Ombudsman Service
    Exchange Tower
    E14 9SR