3 288 organisations in poll, over 39,000 customer responses

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1 2016 Customer Service Champion Utility Warehouse is recognised as the top rated utility company in the UK by the Institute of Customer Service the UK s leading independent professional customer service organisation. Customer Satisfaction Scores #1 Amazon.co.uk 86.6% #2 Utility Warehouse 86.4% #3 First Direct 85.7% #4 Specsavers 85.4% #5 Waitrose 85.0% #6 John Lewis 84.9% #26 GiffGaff 82.1% #32 Ovo Energy 81.7% #46 Tesco Mobile 81.1% organisations in poll, over 39,000 customer responses Only three of our competitors made the top 50! 1 22/01/16

2 An independent opinion is the UK s leading independent consumer organisation. This is what they say about our Home Phone & Broadband Service: Ease of contacting ISP Ease of setup Clarity of bills Reliability Speed Technical support Customer service Customer Score Value for money 1 Utility Warehouse H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 85% 2 Zen Internet H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 80% 3 John Lewis H H H H H H H H H H H H H H H H H H H H H H H H H H - H H H 78% 4 Plusnet H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 74% 5 Tesco Broadband H H H H H H H H H H H H H H H H H H H H H H H H H - H H H H H 73% 6 Eclipse H H H H H H H H H H H H H H H H H H H H H H H H H H H H H 67% 7 Post Office H H H H H H H H H H H H H H H H H H H H H H 60% 8 Virgin Media H H H H H H H H H H H H H H H H H H H H H H H H 53% 9 Sky H H H H H H H H H H H H H H H H H H H H H H H H 50% 10 Talktalk H H H H H H H H H H H H H H H H H H H H H H 50% 11 EE Broadband H H H H H H H H H H H H H H H H H H H H H 49% 12 BT H H H H H H H H H H H H H H H H H H H H H H H 49% 2 01/11/16

3 Here's how Utility Warehouse compares with other providers: A mobile supplier you can trust 6 Utility Warehouse WINNER Best Money Saving Tips & Gadgets - Utilities SIM-only option - no minimum contract Switch price plan at any time - for free No in-contract price rises Lower bill at end of handset contract - automatically Never overspend - with Budget Control Free Mobile Handset Protection with Gold Talk/Double Gold 3 01/11/16

4 UK s best value major Energy supplier Here is what had to say about the Utility Warehouse compared with the Big 6 : Customer service Bills (accuracy and clarity) Value for money Customer Score Helping you to save energy Complaints Utility Warehouse H H H H H H H H H H H H H H H H H H H H H 76% SSE H H H H H H H H H H H H H H H 50% EON H H H H H H H H H H H H H H H 50% British Gas H H H H H H H H H H H H H 49% EDF Energy H H H H H H H H H H H H H H 49% Scottish Power H H H H H H H H H 41% NPower H H H H H H 35% 3 We guarantee to always let you know about our cheapest available tariff, and allow you to change if you want. 3 If you are not totally happy with the service and value we provide, you can switch to another supplier at any time. 3 When you switch your gas and electricity to us, we guarantee you will save money compared to the average of the cheapest variable tariffs available from the Big 6 suppliers. 4 23/03/15

5 Replacing the nation s light bulbs for free Members taking a Double Gold bundle can benefit from having all their existing light bulbs replaced free of charge with the very latest state-of-the-art energy efficient LED light bulbs. FREE LED light bulbs We ll replace all the light bulbs in your home with the latest energy efficient LED bulbs, typically worth including fitting. The bulbs are bright, light up instantly, and are fully dimmable. FREE expert installation Our professional team of bulb fitters will install your new LED light bulbs, completely free of charge. FREE lifetime guarantee For as long as you keep your services with us, you ll never need to buy a light bulb again. If a bulb ever needs replacing, we ll send you a new one in the post free of charge. Lower electricity bills LED bulbs use up to 15 times less electricity than traditional ones. This means a typical household will use around 15% less electricity FOREVER! 5 Terms and conditions apply. See Utility Warehouse website for details. 01/11/16

6 Earn CashBack With the UK s most generous CashBack card in-store and online at over 40 partners... 3% CashBack Includes supermarket spend and fuel. Fuel discount requires minimum 50 supermarket spend in previous 14 days. 5% CashBack 6% CashBack 7% CashBack 6 20/06/16

7 CashBack card savings Here s an example showing how much you could save, based on a typical monthly household spend: TYPICAL MONTHLY HOUSEHOLD SPEND Groceries 450 Petrol/Diesel 150 Clothes & Shoes 100 Health & Beauty 50 Household & Electrical goods 50 DIY & Garden 50 Restaurants & Hotels 100 Gifts for family & friends 50 Total 1,000 CashBack rates 3% - 7% CashBack per month CashBack per year Would per year help you? There is a one-off application fee of 10 per card, which will be credited back to your CashBack card when you activate it within 14 days. There is a monthly fee of 1 per card and a top-up charge of 35p. The CashBack is credited to your Utility Warehouse bill each month. 7 01/06/14

8 Online Shopping CashBack Earn up to 10% CashBack! Over 2,000 retailers to choose from! 8 26/04/16

9 findmethecheapest Our exclusive online search tool to find you the CHEAPEST prices You won t find it cheaper anywhere else! 9 01/06/14

10 Extra Benefits 3 Homeowners taking a Gold Talk or Double Gold bundle can make even greater savings with an allowance of 200 to cover any termination fees you have to pay your current phone and broadband suppliers in order to switch to us, plus the choice of one of the four extra benefits below. 3 Double Gold Tenants who are at least 30 years old and who have a Smart Meter installed by us at their property can also claim 200 towards early termination fees after they have had their free LED light bulbs installed, and a choice of one of the extra benefits below once they have been a Utility Warehouse customer for two years. Gourmet Society Membership You could save hundreds of pounds a year on the cost of eating out, plus discounts on cinema trips and days out. 3 Annual membership worth up to Up to 50% off meals at over 6,700 restaurants 3 Up to 40% off cinema tickets 3 Huge discounts on family days out Avios The award-winning loyalty currency of the British Airways Executive Club and Avios Travel Rewards Programme. 3 2,000 Avios when you join 3 2,000 extra Avios every year you remain a member 2,000 Avios is made up of: 1,000 for your Home Phone, Broadband and Mobile, 500 for Electricity and 500 for Gas. 25% off Broadband for life! 3 25% off our standard Broadband for as long as you remain a member. 3 The equivalent value discount if you choose our Superfast Ultra Broadband service or extended BT service Free international calls 3 Free International Saver option 3 Includes 250 minutes of free landline calls every month to 25 popular international destinations 3 Cheaper calls to all other countries too 10 Terms and conditions apply. See Utility Warehouse website for details. 26/04/16

11 Refer a Friend and earn shopping vouchers = 5 friends signed up every Christmas 3 Each Gold Customer For each new Gold customer you introduce (who your Distributor can help sign up), you ll receive a 20 shopping voucher. 3 Extra Vouchers at Christmas Utility Warehouse will also send you a 10 shopping voucher EVERY Christmas, for everyone you introduce that is still a member. Choose vouchers from: 11 26/04/16

12 The Nation s most trusted utility supplier The Utility Warehouse recently commissioned an independent study, asking tens of thousands of people if they trusted their utility supplier. Here s what they said... Home Phone & Broadband Mobile Energy 12 01/06/14

13 What our members say... Utility Warehouse customer service is the best we have received from a utility company - ever. Mr Thomson and Miss Cathcart, Renfrewshire I love having just one monthly bill, with all my five services. Mrs Croft, Norfolk We have been using our magical CashBack card for all our day to day shopping, and have saved money every month. Mr and Mrs Kazim, Basingstoke Utility Warehouse took the stress out of moving providers and saves us money at the same time. Mr and Mrs Cowan, Hampshire 13 01/06/14

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