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The majority of complaints that we receive are resolved within two working days. Where we are unable to resolve the complaint within two working days, there is often the need to investigate the complaint in more detail to provide a satisfactory conclusion. We are required to include expressions of dissatisfaction in our reports. We use wide-ranging definitions of dissatisfaction, as a result we ensure customer feedback is as inclusive as possible.
Over the last year Utilita has implemented an overhaul of how we deal with complaints. We have recognised the need to constantly improve our complaints performance. We have added new members to our complaints team so that we can resolve them more efficiently. We have also refined our complaints categorisation process so that we are able improve our customer service experience. Utilita understands the importance of customer service and aims to resolve all queries first time round.
|Year||Total Number of Complaints Received||Unresolved at day +1|
|Oct 2015 - Oct 2016||80651||12307|
|Quarter||Number of complaints received||Number of complaints received per 100,000 customers||Number of complaints resolved||Number of complaints resolved per 100,000||% resolved at day +1||% resolved at 8 weeks|
Please note that Q3 2016 only contains actual data for September from 01/09/2016 to 07/09/2016
Alternatively you can ask us to post a copy to you, just contact us on 03452 072 000.
The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 can be found by visiting Ofgems Complaints Handling Standards 2008, or you can get a paper copy by calling The Stationery Office Limited on 0333 202 570.