The Utility Warehouse www.utilitywarehouse.co.uk

Avoid at all costs! This company ruined my life! UW over charged me by 1000's and have taken nearly 2 years to just acknowledge my complaint! Being charged £500 each month for energy thats not being used!!!!! All their services are a nightmare, im being charged for services i knew nothing about, i was signed up to services without my knowledge and im constantly on the phonecatrempting to deal with all the issues that keep reoccuring with this company. At this point i feel that the company itself may well be a sham. Wish i had never even heard of this company as my life has not been worth living since joinong them , this company has made me ill with the stress and after months it still has not dealt with the issues that its caused and the mistakes!

Have been with UW for quite a while now and never had any problems. Their Customer service team have been very helpful. I recently decided to shop around to see if I could get a cheaper supplier and after a few quotes and checking a price comparison site UW was the cheapest for Gas and Electric. I have both Gas and Electric, Broadband and two mobiles with UW

Please see the below complaint in progress, it has been over 4 weeks since submitting final meter readings and still no refund has been received, advice is to wait for yet another bill and call them again to avoid waiting yet another month after that:

It is absolutely unacceptable to make any customer wait to refund significant credit that has accumulated on their account. The fact that you can retain hundreds of pounds of someone else’s money without adjusting bill prices on the direct debit plans or giving an option for partial refund is frankly unethical. Many people live paycheck to paycheck, some deciding between staying warm or eating. You give them no choice. By taking their money, hoarding it, and not providing a reasonable avenue to get their money back, you are forcing people to go hungry. Especially when customers are pressured towards the direct debit scheme where this can happen is another reason for complaint. Only reviewing the amount charged at the end of the year or when a customer leaves is unacceptable and inhumane. A single parent could well go hungry because of this policy potentially their children as well, other energy suppliers such as eonnext have a voluntary refund system in place at any time, there is no excuse or real reason not to meet this bare minimum courtesy. Consider this as a business who claims to care about their customers and give a “fair approach to pricing” as claimed by your website. I will be sharing this view both in person and online as I do consider the behaviour/policy to put people genuinely at risk. In the case that I am involved with keeping over £300 of money across the last 9 months gives me 0 trust in this company. That £300+ does not belong to you. And in the many other cases I’m sure exist, that money does not belong to you either.

If I could leave a zero I would! We got an electric car so switched to economy seven. So we only charge the car during the cheaper rates. At some point earlier in the year due to a system issue we were removed from economy seven. The bills had not changed too much due to a change of driving frequency and everything going up we had not spotted the economy seven rate was not being applied. Until in August we received a bill bigger than ever. We logged this as an issue and were assured it would be looked into. It wasn’t! Next bill comes even higher. We logged a complaint and said we wanted this leaving open. The handler closed it! It has been reopened. Now we are being told they cannot go back and apply the right rates! Not good enough. How can they not have any records of the right usage from just the past few months! Absolutely disgusting service causing stress and anxiety. Seriously considering after all these years switching everything elsewhere!

Trying to cancel services no longer required has been a laborious mission. Passed from one depart to another. Phone lines are poor ( sounds like people working from home with poor signal). Unable to understand some foreign staff that also sounded totally disinterested.

I had to hold online to speak to someone regarding cancellation of mobile phone for over an hour!!! absolutely ridiculous!

I signed on with them on the basis they promised quarterly billing that could be paid by cash or cheque at a Post Office or Pay Point.

The first quarter after they got me on contract I was told it was bank payments only - and specifically NOT Post Office or Pay Point.

Horrendous! Stay clear at all costs!

Absolutely appalling customer service. Issues ongoing since July 2023, being overcharged for months, being charged for meters that don’t exist. Changed to another utility company and they still are making my life hard. Refusing to give me our refund even though I have an email in black and white saying UW owe us credit back. Been waiting for a call back for over 3 weeks, multiple emails sent and no replies. I have been calling one of the Directors on their mobile and still no calls back. I will never recommend this company to anyone. Stay clear! My life has been made hell thanks to this company! Sending us emails saying we owe hundreds of ££. Unnecessary stress and worry when they were the ones wrongly billing us. They don’t follow the GSOP ruling either. Ombudsman ruled in our favour yet they are still dragging their heels!

Use estimates even when giving readings.

Closed the account and they still ignored my readings and used inflated estimate so they can hold my money.

Now I have to do all the leg work and wait 3 months for my money back

Signed up to your broadband service two months ago with one of your agents, this contract was for 18 months.

I’m a vulnerable, disabled person and my partner has recently passed away, I was sold this broadband package with a promise that this broadband would be the best. Unfortunately I was mis-sold this product, as the broadband fails to meet my needs – I have to hold my phone up in the air to get anyway of connection, if I actual get a connection at all. It not FIT FOR PURPOSE ????

Broadband is very important to me, in fact this is my lifeline as I just lost my partner and I’m very nervous being home alone, this is the only means of communication with my Daughter and Granddaughter.

Also, I have camera’s on the door and in the house that are connected to the broadband – these do not work as the broadband is not fit for purpose – therefore, I feel unsafe in my own home.

I called your customer service line to try and cancel the broadband and it was a complete shock when I was told that I had to pay £400 as a cancellation fee, I haven’t got that kind of money! All I want to do is cancel the broadband please, that’s all I ask without this penalty – honestly, this is really getting me down and I feel that I can’t go to bed at night worrying about this sad situation that your company has put me in.

I just wanted to you to put things right if possible.

Years of issues, one bedroom apartment with to working professionals that are hardly ever home.

Received a bill for £1335 of postage in September 2022?

A March 2023 bill of £1650, complete joke!

According to them our usage has been just over £800 a month for 2023!

After multiple complaints we have now decided to get legal advice and have opened a complaint to assist Ofgem and Citizens Advice in attempting to help us with this clearly shamming company.

If some person in people tries to sell you anything from this company then you should run.