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Don't believe what First Utility say, especially on Trustpilot

In response to our earlier posting about the problems in transferring our gas supply, and First Utility's posted commitment that someone would be in touch to resolve our issues, today they just sent an email, the body of which said "I can confirm that this is with our Registration team who are working hard in order to get your Gas supply over to First Utility, we are experiencing difficulties, but hope to resolve this as soon as possible." Which is exactly what they've said on previous occasions. After more than three months, we are still being fobbed off with the same excuses. A customer oriented organisation would have said what the problem was, and when they expected to resolve it. They might also have assigned a senior trouble shooter to fix it. First Utility have done none of this. Despite all their assertions about being committed to high levels of customer service, you (Trustpilot's readers) can judge for yourselves whether this is in fact correct.

25 September 2012

Reply from First Utility

Dear Simon

We are very sorry you have not had a positive experience with First Utility. We do strive to offer an exceptional service to all our customers and we are extremely disappointed when we do not achieve this.

Your account is being investigated and a member of our Consumer Affairs team will be in touch with you to discuss and resolve your issues.

Kind regards,
Customer Services, First Utility

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Simon M
United Kingdom