Utility Warehouse's public terms include 13 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Compensation is automatic and doesn't require the customer to call or submit evidence.
“£32.31 per missed appointment if an engineer either doesn’t show up for a scheduled appointment, or cancels with fewer than 24 hours’ notice.”Utility Warehouse policy page, How will I be compensated?
Compensation is automatic and applied without the customer needing to contact UW.
“£6.46 for each calendar day of delay when your service fails to go live on the day we said it would, including the missed start date.”Utility Warehouse policy page, How will I be compensated?
This is a simple, objective time comparison (payment time vs reconnection time) that can be checked from account records in one message.
“If we fail to reconnect you within 24 hours, we will pay you £40.”Utility Warehouse policy page, Reconnection
Deadline is a fixed 6-week period from a known supply end date, easily checked from account data in one message.
“We will send your final invoice within 6 weeks of your supply leaving us. ... If we miss either of these deadlines, we'll pay you £40, plus an additional £40 if that compensation isn't paid on time.”Utility Warehouse policy page, Final bills and Credit balances
Customer must first call to report the fault before the compensation clock starts, so an agent can't trigger this with data alone.
“£10.34 for each calendar day that a faulty service hasn’t been repaired after two working days of the issue being raised.”Utility Warehouse policy page, How will I be compensated?
Requires checking an appointment record against the appointment/exchange deadlines, which may need account-specific data an agent doesn't automatically hold.
“If we are late, fail to keep an appointment for work we do as your energy supplier, or fail to provide an appointment to exchange your traditional meter to a smart one within 6 weeks (for domestic customers and 12 weeks for microbusiness customers), we will pay you £40 within 10...”Utility Warehouse policy page, Making and keeping appointments
Needs confirmation that a fault was reported and that the 5 working day assessment window (with out-of-hours adjustment) was missed.
“Should we fail to meet these standards, we will issue a £40 compensation payment within 10 working days; if this payment is delayed beyond that time, an additional £40 will be paid.”Utility Warehouse policy page, Faulty credit meters
Requires matching call time against weekday/weekend visit windows (3 or 4 hours), which depends on contact-time records.
“If we fail to meet either of these standards, we'll pay you compensation of £40 within 10 working days; if we fail to do that, we'll make an additional payment of £40 within a further 10 working days.”Utility Warehouse policy page, Faulty prepayment meters
Same as credit meters, requires verifying the 5 working day assessment deadline was missed using fault report timing.
“Should we fail to meet these standards, we will issue a £40 compensation payment within 10 working days; if this payment is delayed beyond that time, an additional £40 will be paid.”Utility Warehouse policy page, Faulty smart meters (credit or prepay meters)
Requires tracking two separate 20/21 working day deadlines across two suppliers, which involves multi-step verification.
“If we fail to meet either of these standards, we'll pay you compensation of £40 within 10 working days; if we fail to do that, we'll make an additional payment of £40 within a further 10 working days.”Utility Warehouse policy page, Erroneous transfer
Requires establishing the delay was 'due to our mistake,' which involves a judgement call rather than a purely objective check.
“If the switch is delayed due to our mistake, we will pay you £40 compensation within 10 working days. If that payment is also delayed, we'll provide an additional £40 within the following 10 working days.”Utility Warehouse policy page, Switching over to us
Determining whether repair is possible requires a physical inspection and human/engineer judgement, not something an AI agent can resolve remotely.
“If it is faulty, we will repair it, or if this is not possible, we will replace it.”Utility Warehouse policy page, Faulty prepayment meters
Refund timing is objectively measured from the final bill date and can be requested with standard account identifiers.
“If your account is in credit, we'll refund the balance within 10 working days of your final bill considering we have everything we need from you. If we miss either of these deadlines, we'll pay you £40, plus an additional £40 if that compensation isn't paid on time.”Utility Warehouse policy page, Final bills and Credit balances
How to claim
Based on Utility Warehouse's public terms and policy pages, read on 2 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. Utility Warehouse's public terms include 13 promises that pay out or give credit when something goes wrong, including: Credit for a missed or late-cancelled engineer appointment; Credit for late broadband/landline service activation (go-live); £40 compensation for failure to reconnect supply within 24 hours; £40 compensation for late final invoice after switching away.
The terms do not state a fixed deadline for these promises, but it is best to claim as soon as possible and in writing.
Utility Warehouse has a Promise Score of 80 out of 100 (excellent), ranking #3 of 77 UK companies and #1 of 17 in Broadband.