I am writing to share my reasons for leaving UW, along with some constructive feedback regarding my recent experience. Firstly, I have become increasingly frustrated with the persistent harassment via texts, phone calls, and emails encouraging me to install a smart meter. The frequency of these messages has been overwhelming and intrusive. Secondly, I have sometimes struggled to understand the representatives I speak with, presumably due to them being based abroad. Clear communication is important to me, and this has been a consistent challenge. Finally, I find the hold music while waiting to be connected particularly unpleasant, which only adds to the frustration during lengthy wait times. That said, I would like to commend Richard Purnell, based in South Wales, ref. no 0593824 for his exceptional service during our recent conversation. He was helpful, knowledgeable, and understanding, leaving me with a positive impression. Speaking with Richard made me feel slightly guilty for leaving UW, as he exemplifies the kind of customer service that fosters loyalty and satisfaction. I hope this feedback is helpful, both in addressing the concerns I’ve mentioned and in recognising the excellent work of team members like Richard. Thank you for taking the time to read my comments. Date of experience: 24 January 2025