First Utility Energy Supplier www.first-utility.com Reviews

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“avoid”

★☆☆☆☆

written by bigkevsuk on 22/12/2016

left this company first week in december i was in credit they still tried to take out dd even tho i was told in web chat and in phone calls they would not collect any more im still in credit and still no refund its companies like this who make switching so hard its time ogem looked at the way companies like first utility operate

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“Back billed over £500 10 months after leaving”

★☆☆☆☆

written by on 20/12/2016

My Story I switch to First utility. I provide meter readings every month. I pay my bills every month. I query my meter serial number. I switch to Eon 7th October 2015. FU send me a final bill 7th November 2015 which is actually a credit of £23.63 which they refund. Nearly 10 months after leaving FU send me a bill for £527.68 on the 30th August 2016 . I dispute this bill as I have had a final bill. You try and phone me every day and hassle me for payment while I am off sick with stress and depression. You then revise the bill to £155.57 FU don't provide a satisfactory explanation and breakdown of this. Keep asking for final decision letter so I can go to the ombudsman On the 19th December a bill is attached that is supposed to make things clearer it's 13 pages looks like they have credited everything from day 1 and then re calculated. I will be taking this matter to the ombudsman and seeking compensation for the distress this company has caused.

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“confused teriff, bad customer service, over charging”

★☆☆☆☆

written by HunterBarton on 25/11/2016

I will not recommend this supplier to anyone. Bad customer service. They overcharge you

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“Very poor service”

★☆☆☆☆

written by AngusinShirley on 22/11/2016

I was with first utility for an initial 12 month period. They were fine, I used power and gas and I paid for it. Then toward the end of the contract they sent me a deal to stay with them. What they failed to tell me was that they were going to exit me a few days prior to my current deal ending, thus triggering the exit charges £30x2. I queried this charge and they pointed out that I had left early in order to stay with them. Really? I thought I was staying and we would continue exchanging power and gas for money. After the query they removed me from the tarriff that I had opted for and CHARGED ME AGAIN! Another query and then I was sent on the round about of having to speak to the right person. I have no desire to be part of that. This is the most trouble I have ever had with any company ever. Do not use them. I have now left and gone back to one of the big suppliers. DO NOT USE UNITED UTILITY - AS A FORMER CUSTOMER I CANNOT RECOMMEND

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“I can't relate to the poor reviews”

★★★★★

written by ChrisHarwin on 16/11/2016

Having been with First Utility for several years I can't relate to all the negative scoring. Yes, I did have a problem letting them set the amount of my fixed monthly payments and it took a while to get the balance refunded but now they debit the balance on the account each month and I get no problems. I send in my meter readings monthly online which could be better if they ever get around to fixing smart meters but that's no great burden. My current tariff is expiring and the information they gave me to check the market was excellent and I easily established that the best alternative to F U would save me £40 per year, hardly enough to warrant ending a good relationship and certainly not enough to make me want to switch to a French company in the Brexit era. Very little in life is perfect, First Utility are pretty good.

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“standing charges up then down then up”

★☆☆☆☆

written by vontob on 13/11/2016

Do not go near this company, complete dissaster, my standing charges have been ajusted at a higher rate for one month, then they make threats, how can standing charges go from 4.76 to 8.29 then back down again, they are completly incompetent, something is not right there are commiting a crime and they know it, how many other people have they done this too. it should not happen and you have to ask why? see you in court ist utility.

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“incompetent and deceptive”

★☆☆☆☆

written by lpPreston6 on 29/10/2016

Incompetent in so many ways and deceptive in their complaints handling. Not even good value. Run a mile!!!! Made a complete mess of my switchover. Billed for services not provided and refuse to correct their error.

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“Beware,they dont pay back your credit, they fools...”

★☆☆☆☆

written by Sherlyn112 on 23/10/2016

They are good of making promises just to get you in their company. After a while, and they realised, with their review on your meter reading that you are actually consuming a lot lesser than it was or previous yr, they will just cancelled the bill which originally was their record. and because they keep taking money as of course you are in direct debit. You as the costumer, you would like an explanation that, what happened to that review with all the real and correct meter reading? Their answer is, that's been cancelled. So you don't get the refund plus they carry on billing you, worst is they do increase the bill so they can ask more money on your direct debit.

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“very poor customer service give this one a wide berth”

★☆☆☆☆

written by monty007 on 19/09/2016

i had to give them 1 star as you cant select zero stars which is what they deserve. the only way they communicate when you come out of a fixed term is 1 email, which i never received, then they automatically stick you on their most expensive tarrif. which is what they want to rip you off and make up for having to give you cheap enegy. i never received the 1 email they sent. but they dont care. " my system says it was sent, so you must of received it, " no txt message, no phone call.no follow up comunication what so ever. took over a week to get someone of any authority to contact me. managers never called me back after leaving complaints the owner of the company vents empty concerns about needing positive feedback when you call them up. my advice is give this energy supplier a wide berth.

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“Broken promises and pathetic customer srvice”

★☆☆☆☆

written by tomcalby on 12/08/2016

We read their promises of cheaper fuel and customer service and signed up for gas and electric. They set the direct debit payment but promised that the account would be monitored and the payment adjusted accordingly. My account credit kept increasing and i was prpmised action to rectify the situation, towards the end of my first 12 months i was more than 3 months in credit but still no refund or alteration of direct debit so i left and i am still trying to get my money refunded! They promise that their fuel charges are and will always be cheaper than the big 6 companies! Check price comparison sites because they are not and they promise that you can save money by signing a 3 year contract but in doing so you will immediately pay 20-25% more for your fuel, how is that cheaper over 3 years? They are full of promises to get you to sign up but if you do thats the end of any service from this company, i am now having to fight to get the refund of money that they promised would never be taken but will not refund me, be warned do not listen or sign up to First Uttility or like me and many others you will regret it!

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“Monthly direct debit doubled”

★★☆☆☆

written by on 13/06/2016

Only with First Utility for 6 months, within a few months direct debit doubled from previous 4 years. I joined at start of winter so ended up in arrears by end of winter as you would expect, they then wanted me to pay up all arrears and then doubled direct debit for winter rate approaching summer, needless to say I would end up with a sizeable credit by end of summer. It doesn't take a mathmetician to work out that what we were paying would have averaged out by the end of the year. I will gladly pay the £30 exit fee after just 6 months with them and add First Utility to my growing list of suppliers I will never return too. I can't believe I used a comparison website to swap to them, I will do my own research from now on.

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“Keep well away and don't fall for the so called offers!”

★☆☆☆☆

written by moby79 on 16/05/2016

since joining first utility in May 2015, they agreed to charge £39 per month for the usage by direct debit. I agreed as seemed up front and as the wording online States they check your account regular to ensure as your usage goes up and down they will adjust your direct debit to ensure you are not left with any surprise bills at the end of the contract period. My DD was reduced in the winter period to indicate I was using below the consumption estimated and as I believed they was reviewing on a regular basis it must be correct. I later find out there meaning of regular is once every six months which straight away is a breach in advertising which is a case certainly for the ASA. I complained directly to the CEO as his voice message claimed they care about resolving at first contact and how important customer service is. I then spoke to the customer service team who was not able to answer my questions but wanted me to renew my agreement ,So the customer service level is uneducated to say the least. The CEO assigned my case to a individual who simply responded back by giving generic industry responses which I deemed unacceptable. As I was told my actual annual usage is approx 750 yet the first renewal was given at £560 which after the complaint altered to £616 and altered again indicating they would certainly leave me in debt again in 2017. All there tariffs are the same and low monthly rates are not accurate to what you actually use and I've investigated that most other providers are the same . My actual should me approx £55 per month to make it realistic yet they quote me under and cannot explain why and are unable to resolve my unexpected debt due to there error and left me with no choice but to rely on the ombudsman service at present time. For a first time customer I am appalled at the service and generic responses and un trained staff handling . Do not fall for the cheap quotes and do a little homework and commit to a main provider as slightly more reliable.

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“First utility have teamed up with a company called the...”

★☆☆☆☆

written by LiaMcGraw on 12/05/2016

First utility have teamed up with a company called the zinc company. The zinc company are well known on the Internet: they harass people so badly that they end up paying first utility and the zinc group money they do not owe,but both companies claim they do owe money. Beware!!!!!!!!

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“First-utility = customer last”

★★☆☆☆

written by on 02/03/2016

After transfer to first utility in August to pay by monthly Paper bill the process has been a nightmare. I receive first 3 bills for dual fuel The electricity details had been entered incorrectly hence bills were wrong After 20 phone calls & emails to resolve problem (5 hours on phone ) nothing happens Plenty of promises All accept their fault all blame back office ?? I am now 4months behind with payment having not received any bills more promises today which so far have come to nothing

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“Pensioner Rip Offs”

★☆☆☆☆

written by Legin37 on 14/02/2016

I have been with First Utility for a number of years, I started a new 12 month contract in April 2015, within a month they tried to increase my DD by 20%, saying that my current DD would leave me in debit, regardless of the fact that their calculation of my DD for the contract was £110 and I was paying £123 per month and already in credit. In November 2015 they emailed me and told me my DD was being increased from £123 to £177 because of my energy usage, ignoring the fact that I was several hundred pounds in credit. I phoned them and a woman told me that we were going to have a hard Winter, I told her that they were in breach of their contract and I was leaving them and no exit fee would apply, they were also intimidating ageing pensioners, she agreed to waive the exit fee. A further call and another woman said my credit of several hundred pounds would be paid within 28 days. After 28 days nothing, I phoned again was cut off several times and finally talked to a man who said I had been put on the wrong rates and agreed to compensate me with £20 for my time wasting of being cut off. The balance of my credit would also be paid, I then received an email saying that they were imposing the Exit fee and the balance of £6.00+ would be sent to me. I phoned yet again and was told that I was on a contract until 2018 at a higher rate from October 2015, no contract was ever issued to me regardless of me asking for details and the financial breakdown of the vanishing credit. They said that I had clicked on a Marketing Link which automatically put me on a new contract around the 12th October 2015, no contract details no option to cancel, absolutely nothing. The fact that I had a blood clot and tubes coming out of me and was seriously ill at the time, the last thing that I would do is change a cheaper short term contract for a long term contract at a substantially higher rate, when energy prices are falling. In addition there was no way that I would even bother to click on a marketing link, if I could get to my computer in the state that I was in. They are the worst sort of company who would appear to be using phishing methods where, if you should open an email from them ties you into a fictitious contract at a higher rate. The only emails that I had opened were the meter reading emails, if submitting your meter reading ties you into a new contract, then I am guilty and glad to get away from First Utility. They have finally admitted that they owe me money that I was in credit for, two days ago, I doubt whether I will ever get it. Don't let any pensioners get involved with this company, there is a lot more and I have submitted a file with all their antics to the Ombudsman. It would appear from my contacts that targeting seriously old pensioners is standard practice, don't let anyone give their date of birth to an Energy supplier, it makes you a target the older you get. I think everyone that I contacted in First Utility has either lied to me or been very economical with the facts or the truth, they are a very nasty company and FU sums up their attitude.

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“Over an Hour on the phone, no help, website full of...”

★★☆☆☆

written by Lynnnewton on 12/02/2016

Well, after a couple of issues with my bank, I had 2 direct debits returned with First Utility. Remembering I have been an Energy customer for over 25 years, and have been with them for 18 months, astonished to receive:- A threat letter :- This will involve them calling you or visiting your home. If unsuccessful, they will get a warrant to enter your home and fit a prepayment meter or cut off your supply, both of which may cost you money. If we pass your account over to our Field Collection Partner they’ll be in touch to discuss what happens next. Nice eh? A bill that's doubled Normally use around £100 a month, so shocked to see £2200 projected! over an hour on the phone, cut off twice. Result, pay and switch fast! ps the web site is full of rubbishy advice, cant even see previous bills?

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“NEVER AGAIN”

★☆☆☆☆

written by ireneyoung on 11/02/2016

At first no problems switching but when we moved house & had to go with other supplier that's when problems started. First Utility closed our account sent us cheque as we were in credit then harassed us with emails, debt collectors to get money back even although they sent email confirming it was their mistake & that we did not owe the money. NEVER AGAIN I WOULD NOT RECOMMEND FIRST UTILITY

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“Not a Great Experience, Not Good Value & Terrible Service”

★☆☆☆☆

written by CristianMcNamara39 on 17/01/2016

Awful Experience with First Utility...Two Successful Complaints to the energy Ombudsman in les than two years! * Overcharged (FACT) * Random Billing (FACT) * Wrong Tariff Applied (FACT) * No Billing generated for nearly a year (FACT) * Online Account has never worked properly (FACT) * Unable to submit meter readings online (FACT) * Rude Customer service to us (FACT) * Not Cheaper than our previous supplier (FACT) Both complaints to the Energy Ombudsman upheld and First Utility held to account fully for First Utility's failure to deliver a decent level of customer service to us. FACT We simply do not have a good word to say about First Utility as our experience was terrible. FACT. First Utility reported us for telling the "Honest Truth" and warning customers because of our experience. Thank you First Utility! We are decent honest people that do not complain for the sake of it but we did feel compelled to tell our story about First Utility.

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“Never had an issue”

★★★★★

written by Amh01 on 02/01/2016

Been with first utility a good while now. My DD is the correct amount for how much I use l, my questions have been responded to in a timely manor. My bills are cheaper than anyone else can match. Don't see what everyone else is moaning about. It's sad that when people experience something good they will do little to write a review but have a bad experience and they are the first to leave multiple reviews slagging companies off. As a small business owner I know it's important to let people know when good is being done not just bad so thank you first utility you are saving me money and have dealt with everything pro toy and professionally.

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“Avoid!”

★☆☆☆☆

written by ALAN CLARK on 17/12/2015

For some reason they ask me to submit a meter reading every month, despite the fact that they send a man round every month to read it anyway! On top of that he leaves the door unlocked every time, despite me making a complaint. The last straw was when I had to get up in the middle of the night to stop the door from banging in the wind. Avoid them like the plaque!

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Alan Clark's Response to ALAN CLARK's Review

Written on: 01/03/2016

In addition, I have been unable to get a refund of the credit in my account. I emailed them - no answer. i tweeted them. No answer. I phoned them, and they said they would make the payment then, but I am still waiting a week later. Time for a letter to the regulator.

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Asked by Susifran on 26th February 2016 Report this content
I am looking to change my supplier, but DO NOT want anything to do with British Gas. Does First Utility use British Gas in any shape or form?

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Answers (1)
Report this content Amh01 Written on: 01/03/2016
Hi, I don't believe they do. From what I understand they are independent, I have been with them for some time now and am very happy with them. :)
Asked by harrihill on 30th September 2014 Report this content
Why has First Utility added 425 units to my 1st gas reading to them and called it industrial reading? I sent it to Spark Utility who won't except it and won't give me a final bill. They won't give me my refund of about £140. I'm a pensioner on low income and this ordeal is making me ill.

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Answers (3)
Report this content FedupGillian Written on: 30/09/2014
I had a similar experience when my gas smart meter had to be replaced, because it had stopped communicating with the company. The new meter is not a smart meter. When I telephoned my correct reading, it was ignored and a higher reading imposed on me by First Utility. It did not reflect my minimal usage at the height of summer. After several months of anguish, including posting photographs of my meter showing the correct consumption to Twitter, it was eventually resolved and my account credited with the overpayments. Like you I'm a Pensioner and the stress of dealing with First Utility was making me ill. Customer Service not their strong point!
Report this content nickc1976 Written on: 30/09/2014
First Utility are the worst company I have ever dealt with. I have an on-going complaint with them over huge problems with my bill. I was unexpectedly billed hundreds of pounds extra without any explanation, and it is extremely difficult to get in touch with them. I found that the best way to get a response from them is to use Twitter. You are limited in what you can tell them on Twitter due to the character limit on your messages, but they will get back to you. You'll have to follow them, and usually they will ask you to direct message them with more details. You can also email them. Tell them you wish to register an Expression of Dissatisfaction. They have to resolve your problem within eight weeks once you have done this. If you continue to have problems you can contact Citizens Advice or OfGem. The OfGem website has some good info on the complains procedure.
Report this content Mark A Lomas Written on: 30/09/2014
First Utility has done this as they are a completely incompetent company to deal with. They have no idea whatsoever what the term customer care means and probably never will. You would be better off cancelling your contract with them and going with another energy provider. The only way I found I was able to get my money from them was to report them to BBC Watchdog, which I did. They then contacted me within 50 mins to sort my refund. Do not hesitate to report them, it is easy to do through the BBC Watchdog website and I am sure that more evidence against them will only aid people like yourself get what is truly owed from this corrupt company. Good Luck with your battle.
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