First Utility

0843 557 3813

If you’d like to make a complaint to First Utility you can phone the number 0843 557 3813, where they’ll take complaints relating to their broadband, smart meters, billing and more.

First Utility has now rebranded to Shell Energy, but you can still use all of the numbers listed below to get in touch with them.

First Utility Complaint Numbers

Department Contact Number Opening Hours
First Utility Complaints 0843 557 3813 Monday-Friday: 8am-6.30pm
Saturday: 9am-4pm
First Utility Broadband Complaints 0843 557 5194 Monday-Friday: 8am-6.30pm
Saturday: 9am-4pm
First Utility Smart Meter Complaints 0843 658 0675 Monday-Friday: 8am-6.30pm
Saturday: 9am-4pm
First Utility Billing Complaints 0844 826 8069 Monday-Friday: 8am-6.30pm
Saturday: 9am-4pm
First Utility Employee Complaints 0844 453 0203 Monday-Friday: 8am-6.30pm
Saturday: 9am-4pm
First Utility Switching and Moving Home Complaints 0843 290 7096 Monday-Friday: 8am-6.30pm
Saturday: 9am-4pm

First Utility Complaints

Call the number 0843 557 3813 to make a complaint to First Utility, which now goes under the name of Shell Energy. When you call this number you can complain to them about your broadband, energy, smart meter or other issues that you have dealt with.

When you call this number you’ll have to give as much detail as possible relating to your complaint, as well as details of your account if you have one, and contact information for them to get back in touch with you if they can’t resolve your complaint whilst you’re on the phone.

First Utility Complaints Address

If you’d prefer to send your complaint in writing, you can address the letter to:

Shell Energy Retail Limited, PO Box 6363, Coventry CV3 9LR

This obviously takes longer than the other methods of getting in touch, so please consider this when waiting for your reply as well.

First Utility Complaints Procedure

When you call to make a complaint First Utility will do their best to ensure that your complaint is resolved when you call, when they can. However, this sometimes might not be possible. Their staff will provide you with their name and job title when you call to complain, and they’ll have a record of your conversation and if a resolution was made.

If they need to make an investigation into your complaint, they’ll arrange for contact with you for a later date. With the aim of keeping you up to date where possible with what’s happening.

Once a resolution has been given, and if you aren’t satisfied with it, you can escalate the complaint to their resolution centre. You can do this on the phone or email them at customer.service@shellenergy.co.uk, providing details of your case and your account number too.

They’ll typically give you a response within 10 working days for this.

First Utility Broadband Complaints

Get in touch with First Utility on the number 0843 557 5194 to make a complaint about their broadband. You can phone this number if you find that your broadband keeps on losing connection or your speed isn’t as fast as you’re paying for.

First Utility Complaints Email

There isn’t a direct email address for you to send your complaint to; however, you can send your complaint online using their contact form. This is similar to an email as you won’t have to speak to someone directly, but fill in a form with all of the information relating to your complaint and contact details for yourself.

First Utility Smart Meter Complaints

Get in touch to make a complaint about the Smart Meter you have purchased from First Utility on the number 0843 658 0675. When you call this number you can complain about misreading on your meter, a faulty meter that’s breaking or you find there to be inconsistencies with the meter.

First Utility Billing Complaints

Call 0844 826 8069 to make a complaint to First Utility regarding your bill, you can call to complain about hidden charges that you weren’t expecting, problems with a direct debit, or anything else relating to your bill.

First Utility Employee Complaints

If you’d like to make a complaint about a First Utility employee you dealt with, you can call the number 0844 453 0203. When you phone this number you can make a complaint about employees that have come to your home, you dealt with on the phone or spoke to whilst out and about.

First Utility Switching and Moving Home Complaints

Use the number 0843 290 7096 to make a complaint to First Utility about switching your energy supply or moving home. If you found that that the process was a lot more difficult, or nothing like you were promised it would be, you can phone this number to make a complaint.