Nikky

We have been dealing with Lynsey Irving during our application process for our first ever lease car. We normally purchase them. Nothing was too much for an issue for her. She answered my multiple phone calls and my very many questions with nothing but support. Her manner and service made the process very easy and she was truly a pleasure to deal with. Still waiting on the full process to finalise as well as our car being delivered but so far I am happy with the service we have received.

I am so upset as when I last checked Trustpilot, this company had excellent reviews. I was fully taken in on this product. Got it as a birthday gift and it is faulty. Got a response from customer service the day after I reached out (26th of December) and had absolutely nothing since then and no refund. I have sent numerous emails and has no response. So we are now out of pocket. Seriously gutted.

What’s worse is after making a comment on Facebook they have now blocked me so I can’t warn other potential buyers. I have went from gutted to furious.

I honestly don't even know where to start with this company. I genuinely didn't think that customer service could be so bad until now. We moved over in July 2021 when the threat of unmanageable bills was looming and my word do we regret it. To start they didn't even move over both our gas and electricity (just one of them). We didn't hear anything from UW and only found out when our previous provided us telling us what our new bill with them was going to be. UW stated it was our incumbent suppliers fault but when we contacted them they said that no transfer request had ever been made by UW.... Our first bit of wrong advice from UW... this becomes a recurring theme so sit tight. We eventually got UW to ask for the transfer to happen again.... a week later still no update from them, prompting a further phone call to them to be told the previous advisor hadn't actually done anything. We requested to speak to a manager and were refused (apparently this isn't something UW does.... so further phone call had to be made. We spoke to a manager who started the transfer from scratch but despite a formal complaint we were told this could not be backdated. Oh and on top of this we are still waiting on our SMART meter that we were promised would be fitted within a month of joining to be fitted. We also had the displeasure of dealing with their boiler contractors who at least offered a semblance of customer service (against UW anyone would look like award winners). Again though our experience was nothing short of shocking and upsetting to say the least. The contractor visited me (in a house full of toys) and told me that he couldn't fix my boiler and I had to locate a tap somewhere in my house. He left me without hot water and heating in the winter with a 2 year old giving me no solutions on how to fix things. Luckily I was still in my contract with my previous provider who came out and fixed it that day. I was sobbing my heart out to my husband telling him that we couldn't get our boiler fixed. Again another complaint was made. To have been with a company for less that 1 year and have had to make 2 formal complaints is beyond a joke. Anytime we have contacted them by email we get automated responses as well which is infuriating when you have taken time to contact them. Avoid at all costs. The cheaper prices is clearly reflected in the lack of customer service. I wouldn't EVER recommend UW to anyone.