They are taking money from my mum. Her insurance company canceled the policy, provided by UW. In the UW policy it states that if the customer cancels they will have to continue paying until the policy ends. In this case the customer did not cancel, the company did. Yet they continue to take her money. Even after several complaints. She is listed on their system as vulnerable. They tried to plicate her with £32. Disgusting. Avoid Avoid Avoid

I am penning down this review with a sense of disappointment and frustration. My association with UW dates back a few years, and for the most part, it was uneventful and pleasant. However, recent experiences have left me with no choice but to voice my concerns. In April 2023, I opted for a smart meter installation, which promised convenient, accurate billing as my meter readings would be transmitted remotely to the energy company. To my dismay, the first bill following the meter exchange totaled an astonishing £4,379.83 (comprising Gas-£4,379.83, Electric-£271.66, Broadband-£40), it is also worth noting that I live in a 3 bedroom house, with my wife and 4 children (age 2-10). This amount was wildly inconsistent with the readings reported by my smart meter. Engaging in numerous phone calls with UW, they eventually revised the bill to a more reasonable £290.91, accompanied by assurances that my subsequent bills would accurately reflect the smart meter data. However, my astonishment knew no bounds when my August bill arrived, once again bearing no resemblance to the data from my smart meter. To be precise, my smart meter indicated Gas usage of £43.05 (471KWh) and Electricity usage of £91.14 (252KWh), totaling £134.19. However, UW's bill amounted to a staggering £870.51, with Gas accounting for £780.30 and Electricity for £90.21. This glaring discrepancy prompted me to file a complaint with UW, both via phone and email. To ensure a documented record of my grievance, I initiated the email complaint, but unfortunately, the responses I received were far from satisfactory. In one of their email responses, UW claimed, "We haven't received an up-to-date meter reading from you or an engineer for a while. This means we’ve been estimating your usage during that period." I promptly reminded them that I had been informed my smart meter would obviate the need for me to manually submit readings. I even included previous bills that clearly displayed smart meter readings. Yet, their email responses continued to be perplexing. Frustrated with the lack of resolution, I resorted to contacting UW's customer service via phone. During these conversations, UW's representatives insisted that the exorbitant bill of £870.51 was accurate. This assertion left me incredulous, especially when they mentioned recalculating bills dating back to December 2022, despite the meter exchange occurring in April 2023. My second complaint pertains to how UW handled my initial grievance. After numerous calls with UW's complaint team, they remained adamant that the £870.51 bill was correct. They offered me a mere £100 and a payment plan, which I deemed unacceptable. Subsequently, they revised their offer to £150, still accompanied by a payment plan, which I also found inadequate. This impasse led to the issuance of a deadlock letter by UW. However, the content of the deadlock letter was starkly different from the essence of my complaint. In the letter, UW claimed to offer me £300 as a goodwill gesture, a stark contrast to their previous offers. I immediately responded, pointing out the discrepancies in the deadlock letter, only to receive a response the following day, simply reiterating the deadlock status and suggesting I escalate the matter to the Energy Ombudsman. This entire experience has left me deeply dissatisfied with UW's services. While they may claim to be the cheapest energy company, the manner in which they handle billing discrepancies and complaints suggests otherwise. I would advise caution when dealing with this company, as they appear to employ tactics that may not align with their purported commitment to customer satisfaction.

Moved house and UW was the existing service provider and unfortunately got stuck with UW for 7 days until the switch could be made. I have so far spent almost 2 hours on the phone over 3 separate occasions trying to sort out UW's multiple errors. Meter readings were substantially inflated TWICE, they have tried charging me for the full month when I am not their customer. Today's phone call was the worst phone customer service I have ever received. Online systems don't work. Emails take weeks to be responded to and then aren't actually linked to you account. Received multiple bills of different dates all at the same time, one threatening debt collectors for a bill they clearly didn't post straight away. And since the second 'amended' bill came back with the exact same ££ as the original disputed bill, just with the gas & power figures moved around, I find it hard to believe this company is legit. Never had so many issues with a company before.

UW have stopped supplying electric to my house 4 days before the transfer to my new supplier takes place. I have phoned uw and been lied to on the phone by their representatives. This is absolutely disgusting and surely illegal to leave someone in a house with no electric supply. Especially going into the winter months. I asked to make a complaint on the phone and the representative was taking the mick. May I ask what the complaint is? I think the fact of being left with no supply. I'm off to also speak with trading standards and a few newspapers. Imagine if this was your mother or grandmother they had done this to?

Don't Terrible communication, 3 months to reply to an email, 6 months to sort exported electricity.

We have moved into the property 3 months ago and you have failed to create an account for me ddespite me sending you documents 10 times and calling you 2 times a week for the last 10 weeks for 1.5 hours and talking with a maximum of 7 different people in one phone call, you have miserably failed to open an account and bill myself for my property.In the mean time you have kept billing my landlord for the period which has created unncessary complication and misunderstanding and headaches requiring 3rd party intervention. This has eventually made my days and nights terrible and caused severe mental health complication. Eventually you have still not been able to create and account and bill on my name and I am not able to take it any further with you and would like to request you to cancel my account. I will make my own arrangement with the landlord. Please cancel my account and remove me from any direct relation with Utility Warehouse as soon as possible. On request of my landlord someone called me yesterday to confirm the cancellation and kept me in the phone call during my working hours for 35 minutes and still was not able to cancel it and then the phone call dropped and no one called me back. This is a complete harassment!

The boiler service is terrible. They give a time frame and then give excuses like van out of order, etc., without advance notification. I had to reschedule two times, and the boiler service is still not done. I wasted two days of my time sitting at home for the technician. All the customer service will do is reschedule the service.

Hi spoke to a lady on customer service,my partner after being sent on a merry go for a couple of days to different parts of dorset and Devon trying to obtain a key unsuccessfully, and got us a link to a shop in Bridport the lady on the phone saved the day ,thank you to her. Cheers

Two new smart meters fitted Sept 2022, but with repeated ( incredibly) high estimates on my account for gas for last six months I asked why there were no actual readings on my account. Seems the meter has never worked. I was asked to supply a manual reading from the meter which was then not accepted, as it was 'too low'. As at todays date they cannot arrange for a guy to come and fix it. Furthermore they refuse to revisit or alter the outrageous estimates I am getting. They pretend to have 'Customer service'. Until now I had always been a fan of UW, but their resolution of this matter is worse than useless. Emails are answered with standard texts and any call to their customer service department means a very long wait with no good outcome. UW in my view have totally lost their way. I now regard them as a totally dysfunctional business.

From my personal experience, they are very not honest and not providing the minimal customer service.you saving 1 and loosing 2. Don't fall into they trap.

AVOID UW ! NO STARS 5 months ago, I requested a switch to UW (the property is a tenanted studio apartment with a single, new electric radiator. I, the landlady and a doctor, pay the utility bills for my vulnerable tenant). An error was made and no. 1 in the close was switched, rather than no. 14, my property. This was acknowledged, an apology was received plus a £20 goodwill payment. However, the incorrect supply address remained on the account until this month, despite the supply coming to my property address. Two more apologies and two more £20 goodwill payments. Until last month, I had not been charged anything (there was a DD set up). Last month, I received a text saying the electricity use was exceptionally high. I knew this was not possible - my tenant was away for the whole month and all electric appliances, except the fridge, had been turned off by me. The bill came through for £2,377.76 !! The bill noted a meter exchange (which had not happened) and a huge energy usage on the new meter. Whose meter ?? Not mine. I photographed my meter and attached it to a very detailed email to the Customer Services email address. No response. I cancelled my DD so the money was not withdrawn from my account. I had an email through saying my unit charge would go up because I had cancelled the DD ! I had to do it to protect my bank account from an erroneous charge. I submitted 3 official complaints by email. No response. I have spoken to numerous customer service advisors who reassure me the error has been recognised and is being rectified. (No-one can find my emails). NOTHING CHANGES. I was asked to send any written information via the on-line Contact form rather than email. I have done this twice - no response. I have received another bill today with more readings from the fantasy smart meter, which is not mine, and threatening that debt collectors may have to be involved re. the £2,377.76 outstanding. I have spent hours writing emails and making phone calls. Can you imagine if my vulnerable tenant was facing this himself ? Never, as a landlady with 5 properties, have I ever experienced anything as appalling and chaotic as this - I am at a loss what to do. So, tomorrow another phone call and another written complaint. Ombudsman here I come

Joining UW was the worst thing we ever did. I will never forgive the friend who signed us up. We have wasted hours of our lives on the phone trying to sort out all their constant billing errors. Customer service is awful- they never call back when they say they will.

Been living in my house for 10 months and UW were the incumbent supplier. Towards the end of November they charged me £395 for electric I called to say there must be a mistake and i was told that it would have to be referred to billing but it was confirmed that no money would be taken until at least 18th December to allow investigation Almost a week later i called back for update and was told there was none and again confirmed no money would be taken till 18th Dec on 1st December they took the money from my account Called to complain and spent an hour on hold whilst the UW help-desk went back and forth between billing and me. Then the tell me they find and anomaly on my account and need to investigate Called back on 5th and was told the bill was correct. They said that even though they had a meeting reading that i supplied which they can't fins and the one supplied by the previous owner they have decided 10 months later that this reading is incorrect and decided that a deemed reading of 1200khw less than that given was what i should be charged for. That deemed reading was 4129 the readin supplied by th eprevious owner they confirmed was 5329. I have a photo of the meter on 25th may which reads 5903 when i gave a reading as the smart meter apparently wasn't reporting. So they are saying i used 1774khw between 14th feb and 25th May. This morning its 6777. So so in 6 months i've used less that 1000khw but they are telling me they have deemed that i used nearly 2000khw in 10 weeks What makes it worse is the smart device used to show the same usage as the bills for the last 5 months but yesterday that also changed and has random khw readings that don't tally with the smart readings. Spookily 24 hors on from that it now can't display any information. Strange as i only told them this week that the smart meter device didn't support what the were saying as previously i could see the khw used in Feb, March April and May, but now i can't. Bit of a coincidence Its an absoulte disgrace in my opinion that they have a meter reading from the previous owner (plus the one i gave they have no record of) but have for some reason 10 months later they decide that reading is incorrect have come up with a deemed reading instead, and a deemed reading h as it turns out is just someones guess update on 16th December Was supposed to get a call back on Tuesday with an update but no one called Called UW Wed and Thurs and each time the advisor said they sent a message to their colleague to call me back but still haven't spoken to them Called again Friday morning and been told the same thing that they have left him a message to call me back....lets see but i won't hold my breath

AVOID THIS COMPANY AT ALL COSTS Hours and hours and hours in a queue waiting to be answered, this is no exaggeration, you have been warned, and then to be deliberately disconnected, This company left me and my 4 kids to freeze on the coldest night of the year 12/12/22, with no heating, no hot water, and no gas to cook. Still no gas at the time of writing this 14/12/22 What do I have to look forward to, more hours in a queue to get an explanation?

After noticing that our broadband wasn’t working last night or this morning, I have spent nearly 2 hours on the phone (mostly on hold) trying to sort it. It has become clear that there has been a huge ‘cock up’ their end and they have mistakingly disconnected our broadband AND without any warning that this was going to happen. Even one of the reps acknowledged that it was an absolute mess!! Nobody seems to know how to deal with it and the only response I am getting is that someone will be in touch in the next 24-48 hours to organise a new installation between 8-20 days!!!!!! I am absolutely outraged as this will have a huge impact on my whole family’s ability to work. We have only recently signed up to UW and I have not been impressed at all. Most certainly would not recommend and will be looking for earliest opportunity to leave!!!

Utility warehouse Sept/oct time family want some help ask me to do a training call and potentially sign up for a new supplier of my gas electric broadband landline number and mobile contract On the 17th October 2021 i joined utility warehouse ‘As a guide, once we're able to proceed with your application, it typically takes 5 - 15 working days to set up Home Phone and Broadband services (depending on whether you need a new phone line),’ Brilliant! I had a phone line already at the property therefore expecting a smooth simple transaction The app changed a few days later saying i was going live on the 1st November ! 1st november email sent no reply 2nd novemeber online chat 36 mins apologised and informed it will be on within 24 hours they can say its all live 4th november during the busiest time of my year with my business i first called them to say i still didnt have a working line i was still managing to bounce off talk talk for my connection They arranged an appointment for a specialist team to come to the outside of the property and fix the issue within 5 days 34 minute call and online chat sanphi and rasheed were who i spoke to and the first time auto compensation was mentioned that i would be entitled too so far four days at £8.06 for my troubles also given extra compensation of £20 as way of an apology for the first few days of their service not being up to their standards 8th november after receiving text on the 7th to say engineer was due i had to call to find out why i still didnt have a wifi connection or phone line 21minute call they cant give me an answer try blaming it on talk talk and make out i need a whole new phone line which they tell me they will sort out as soon as possible i had to call back again to get my appointment on the 10th november 12 minute call 10th nov receive a call at 8am from the engineer who was in a different town at a different address completely and because it was wrong in the system they couldnt do anything and i couldnt have an appointment with them that day which is funny because my router and bills and sim card all made it to the correct address prior to this appointment So i had to call again 47 minute call to be told the engineer and the address were infact wrong and they would send someone out again but this time to do the ‘simple swap of wires in the green box to make my wifi work! This was jodee the second person to promise auto compensation of £8.06 per day until i was connected he also added an additional £18.90 compensation for my wasted day for the engineer at this point i asked to have my cooling period used and everything cancelled i was assured to the auto compensation and told it was more worth me staying and waiting it out with the £8 per day than move again 15th November I call again 31 minutes still no line still cant tell my why now saying they need to do a whole new line after speaking to talk talk whilst i was on hold and blaming them again promised in the next few days id get an appointment for an engineer id need to be home and take time out from work to see the engineer 19th november text to confirm installation of new line on the 23rd november between 1-6pm 22nd november reminder text of appointment tomorrow with changed times of 8-1 for engineer followed by another text for phone line installation between 1-6pm At this point ive had to make sure im home all day 23rd november the day is here finally illl have internet ! Or not… engineer does a new line tells me it will all be sorted and leaves few hours later still no wifi so i call them 1hr 18minutes cant tell me why but i cant be turned on straight away takes days takes time please wait for it to go live promised it will go live finally on the 1st december 2021 angela added £25 extra compensation as i yet again asked to leave and have all my account closed i was assured i would be looked after the auto compensation would surely make me feel better knowing i get £8 a day whilst they cant sort it i again let them get away with it 1st december busiest month of my year aswell mind you and 1 hr 53 minutes on the phone my telephone line went live ending 330 but nothing else! They raise a query and try to get my internet expedited i again ask to leave i am assured by auto compensation and told its not worth leaving this close to xmas when i m going to get this compensation next month as it will be in my end of dec bill 2nd december get a text to say they will send a request to attempt to expedite it like stated 24 hours previous! Also got an email to say their working on resolving my issue ! 3rd december another text to say they have expedited it and an engineer will be there on the 6th december to activate my fibre another 3 more days 6th december we finally go live after 35 days of no connection !!!! 12th December email enquiry about my compensation received their automated email answer but never received an actual response 24th december am. Email received from them saying their sorry were leaving and my active lines etc would be cancelled!! Had to call on christmas eve and ensure this wasnt the case for them to tell me it was an error… i was furious to have to call at christmas when i wanted to spending time with family and friends i told the lady on the phone i would call back in jan as my december bill still hadn’t changed to include my automatic compensation and i refused to have money taken out my account for a line i didnt have in nov. At this point i informed her id be cancelling my direct debit and id call back in January to get what i was entitled too she completely agreed knowing they were in the wrong wished me merry Christmas and told to call back mid jan it would definitely all be sorted and reflected on my account by then. 24th jan 49 minutes online chat as i was working to chase my auto compensation as it still wasnt showing on my bill i was assured it would be sorted within 7 days 9th Feb i had to call back again as id now had jans bill which still didnt include my auto compensation! 1 hr 26min call went through 4 departments told them all the story top to bottom all agreed it should of all been sorted assured they had raised with the right department a complaint at my non added auto compensations and again palmed me off when i tried to there and then just cancel and leave and fold me it would all be worth it and they understand completely where i was coming from i was extra angry as they cut my wifi and mobile phone service off due to non payment yet every person i spoke to is telling me not to set up a direct debit until the compensation is added otherwise they will try taking the lot out of my bank wifi and mobile instantly reinstated with all the apologies under the sun promised it would be sorted within 7 days 19th feb called again 54 minutes still nothing been done no one could tell me why the compensation hadnt been added and why i was still getting letters threatening me so they put a hold in my account till the end of feb so they could sort it all out and my services wouldnt be affected until my compensation had been added 28th feb 1 hr 22mins phone call still had nothing change on my account still no compensation still getting letters been cut off again im instantly reinstated and apologised too im passed to the tech department who listen to my story and put another hold on my account for two weeks and say it will be sorted and someone will call me to confirm this in the next few days once credits were in place and account was sorted out 17th march ive been cut off again wifi and mobile so i call again my wifi is reinstated mobile im told takes 7 days (still waiting 13th april) now saying they cant do it even though they promised me profusely that they wouldn’t do this at this point i ask to be put through to the complaints department ive asked for this many times before but this time they do put me through and a complaint is opened ref.031120 told i will get a response within 2 working days as the weekend was due please allow 4-5 days 31st march had to be reinstated on my wifi again! Still no news on mobile now told they have had to go back to 3 mobile for the phone number and this could take 7 days 1 hr 59 min call spoke to two people and then asked to be put through to complaints after 49 mins holding for complaints to escalate my complaint i was cut off to no avail 1st april called them back again told i had a case manager called sabah best in the business dealing with my case please give her two working days to catch up and call you 1hr 8 min call i took their word and awaited the call 6th april still no call back 1hr 54mins on hold for complaints and i got hung up on at 3.30pm Recalled at 4.38 another 1 hr 8 mins was then offered a call back why was this never a option before? 10 mins later they called back from complaints department 30 min call mostly in hold whilst he was trying to work out what was going on and why sabah hadnt responded at this point the case was escalated told id have a call from her within two days. 11th april still disgusted i havent had one response i told them they had 24 hours to get my case escalated and my 25 day old complaint seen to otherwise id blast it over social media and go to the ombudsman and trading standards gave them till noon on the 12th april 53minutes 12th april at 11.15 i finally on day 26 of my complaint and 6 months after opening my account i finally got my call back to which to my disgust the 33 minute call was entirely script read she wouldn’t talk to me like a human she didnt care about my hardships they issued their final stance of £100 which i declined they offered it anyway as a credit even if i went to the ombudsman so at that point i asked for a deadlock email as they are now retracting every promise made to me in recorded phone calls since november 1st please see pictures its an interesting read where they blame industry standards open reach talk talk my old suppliers (who interestingly i was told by a uw worker are their suppliers too?) and even training issues! Bottom line: - [ ] Should of gone live on the 1st november - [ ] Was waiting 35 days for a connection - [ ] Promised £8.06 per day for them 35 days for 6 months by every person i spoke to in every department i was passed around too - [ ] Billed incorrectly for 3 months for two phone lines - [ ] Billed for a line i didnt have in november - [ ] Ignored and been made to feel like im invisible and as a customer i dont matter - [ ] Spent 19 hours 45 mins on the phone where im calling you for your issues you should be calling me about - [ ] Had an interrupted service for 4 months even though i was promised this wouldn’t happen - [ ] Had my escalated complaint ignored for 26 days - [ ] Extra wires in my home i still dont think i needed in the first place - [ ] Threatening letters and bailiffs for funds you knew were being withheld since december 24th for my compensation that you all promised i was being given - [ ] You say i owe £450.95 i make the correct number -all your errors and promises £176.89 ive included sabahs £100 because i think im well within my reasons to ask for the £346 in total compensations i was offered + £200 goodwill gesture for the last 6 months and for a multi million pound business what you offered was insulting sabah has therefore paid £100/£200 of that goodwill gesture meaning i owe you in total £76.89 which i paid today before sending my email to the ombudsman to the get the rest credited to my account and at that point as i have offered all along i will reinstate my direct debit

I have been with this company for quite a few years. Occasionally I notice this company or that who might offer one service a bit cheaper, but with all the services in one bill it really helps me be organised for budgeting. And they don't put up their prices again dramatically at the end of the initial period. I always found the customer support very good and occasionally needed their tech support which has always been very sharp.

In December 2021 my partner got a contract with Utility Warehouse and a mobile handset Samsung S21ultra as my Christmas present. My hands are affected with arthritis, I wanted a mobile with the stylus. The dream never came true... Three months later, I have plenty of frustration, disappointment and anger. Thanks to the Utility Warehouse polite customer services team. 1. UW sold to my partner the mobile which does not come with the stylus, it's stylus compatible. This fact was not explained. 2. UW sold a FAULTY handset, the phone stopped charging in the first month of using. 3. UW "forgot" to notify that the handset, in fact was so faulty that it could not be repaired by UW technical ream and was sent back to the manufacturer. 4. UW "forgot" to notify that the manufacturer issued a NEW handset instead of the repaired faulty one. 5. UW repeatedly "forgot" to call back, forgot to escalate my complaint to the decision makers, refused to find ANY solution. 6.UW refused to accept my decision to stop the contract, because all the above trouble. BUT 7. UW continues to TAKE THE MONEY for the contract. Stay away from UW mobile department!