1. Please contact us
If you're unhappy with our service you can notify us by phone, email or post:
Call our Customer Care Team on 03452 072 000
Email us via our contact page.
Write to us at:
Utilita Energy Limited
If you would prefer to speak to someone face to face, you can visit one of our Contact Centres and our aim is to ensure any issues are resolved by the end of your visit. Please contact us for the details of your nearest office.
2. Resolving your complaint
If you raised the complaint over the phone: Our aim is to resolve any complaint on the first call. All of our Customer Care Advisors are trained to deal with any issue, but if they are unable to resolve your complaint, they will escalate it to a specialist team or seek assistance from a manager. We understand that we may not always be able to resolve your issue on the first call. If your complaint requires further investigation, one of our Complaints Specialists will arrange to contact you back at a time that is convenient for you.
If you have informed us of your complaint by letter or email: We aim to completely resolve your issue to your satisfaction within 5 working days. A Complaints Specialist will always try to contact you by telephone before responding in writing, unless you specifically request otherwise. Please include your account number, name, contact number and full address so that we are able to contact you back.
If we are not able to resolve your complaint immediately we will tell you within 5 working days and explain the next steps we plan to take in order to come to a resolution.
Each complaint is dealt with on an individual basis so we can deliver appropriate responses and take a suitable course of action tailored to each individual customer’s circumstances. Typically the outcome of a complaint may consist of any of the following:
- an apology
- an explanation
- the taking of appropriate remedial action
- the award of compensation in appropriate circumstances
We may also provide you with an award of compensation in certain circumstances, where we've failed to follow our obligations in our Sales and Marketing practices.
3. If you're unhappy with our resolution
If you're unhappy with the way your complaint has been handled, we can provide you with an internal review of its handling to ensure that it has been or it is being dealt with appropriately. If you wish for us to conduct a review of your complaint please contact our Contact Centre Director with your account number, name, contact number and full address.
Call: 01962 679 022
Write to us at: Contact Centre Director, Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh, SO53 3QB
We will endeavour to conduct a full independent review of your complaint and provide a resolution within 5 working days.
We do all we can to ensure that complaints are resolved in a satisfactory and timely manner, and go above and beyond to avoid unresolved issues. However, if you are still unhappy about the final outcome you will be able to refer your complaint to other independent organisations such as Citizens Advice or the Energy Ombudsman. Please see below for further information.