Complaints

What happens if you are unhappy with our service?

At Utilita Energy we pride ourselves on delivering excellent customer care, but we understand we may not always get everything right.

If you are not satisfied with any part of our service, we want to know. We take all complaints very seriously and any feedback we receive is used to further develop and improve our service, staff performance and products.

We’re confident that our Customer Care Team will be able to provide you with a quick and effective resolution, however in those rare cases where we are unable to fix things straight away, we’ll make sure it gets escalated to our dedicated complaints team.

How to make a complaint

1. Contact us

If you’re unhappy with our service you can notify us by phone, email or post:

(Please include your account number, name, contact number and full address so we can link it to your account).

Call our Customer Care Team on 01962 891 160

Email us at customerrelations@utilita.co.uk

Write to us at Freepost RTXA-BEUG-KLGH, Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford SO53 3QB

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. Reaching a resolution

If you raised the complaint over the phone
Our aim is to resolve any complaint on the first contact. If your issue is going to require time to investigate before it can be resolved, we’ll escalate it to one of our complaint specialists who will make sure you receive regular updates.

If you raised the complaint via letter or email
If you are raising a complaint via letter or email, a complaints specialist will always try to contact you by telephone before responding in writing, unless you specifically request otherwise. Depending on the detail in your complaint, we will either respond with a request for more information or a proposal of how we’d like to fix your problem.

If your complaint is regarding a person or company that is working on our behalf (e.g. a sales representative or engineer) then we may have to contact them for information as part of our investigation. While we still hope to resolve your issue quickly, it may take up to 10 working days before we will be able to provide you with an update.

The outcome of your complaint will typically include one or more of the following:

  • An explanation of what went wrong
  • An apology
  • Taking action(s) to fix it
  • Compensation (when appropriate)

We may provide you with an award of compensation in certain circumstances, where we’ve failed to follow our obligations.

3. Escalating (if required)

Ombudsman Services
If you are not satisfied with Utilita’s final response or your complaint is outstanding for more than 8 weeks then you have the option of referring your complaint to the Energy Ombudsman.

If you have received a ‘deadlock letter’, you can refer your complaint to the Energy Ombudsman as soon as we have issued the letter but you will need to do this within 12 months of the date on the ‘deadlock letter’.

The Energy Ombudsman is a free and independent service that can provide a further review of your complaint. They will fully consider your case to check if we have done something wrong, and if so they can require us to put things right.

However, they may instead agree with the actions we’ve taken and require us to take no further action as the final resolution. This would mean we wouldn’t be able to provide you with any previously offered resolution. While we must follow any actions requested by the Energy Ombudsman, you are not required to accept their decision.

Name: Energy Ombudsman

Website: www.energyombudsman.org

Email: enquiry@energyombudsman.org

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)

Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Get help with an energy problem

England, Wales and Scotland (EWS)
If you are struggling to pay your energy bill or if you have a problem with your meter, you can get help from Citizens Advice. If you live in England or Wales, go to Your energy supply or contact the Citizens Advice consumer service on 0808 223 1133. For Relay UK, call 18001 then 0808 223 1133. To contact a Welsh-speaking adviser call 0808 223 1144. Calls are free. If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free. For British Sign Language enquiries, go to Home . Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

England and Wales (EW)
If you are struggling to pay your energy bill or if you have a problem with your meter, you can get help from Citizens Advice. Go to Your energy supply or contact the Citizens Advice consumer service on 0808 223 1133. For Relay UK, call 18001 then 0808 223 1133. To contact a Welsh-speaking adviser call 0808 223 1144. Calls are free. Citizens Advice is the official source of free and independent energy advice and support.

Scotland (S)
If you are struggling to pay your energy bill or if you have a problem with your meter, you can get help from Advice Direct Scotland. Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
For British Sign Language enquiries, go to Contact Scotland BSL. Advice Direct Scotland is the official source of free and independent energy advice and support.

Complaints Performance

We carefully record and monitor all the complaints we receive and publish the results below:

Complaints Performance 2022 - 2024
Reporting Period Complaints received Complaints resolved Complaints received per 100,000 customer accounts Complaints resolved per 100,000 customer accounts Complaints resolved the same or next working day Resolved the same or next working day % Complaints resolved within 8 weeks %
October to December 2024 13,648 12,945 924 820 7,652 56% 90%
July to September 2024 10,069 9,800 670 652 6,435 64% 95%
April to June 2024 10,353 10,378 689 691 4,710 45% 93%
January to March 2024 12,451 10,916 837 734 5,813 47% 83%
October to December 2023 11,809 10,825 800 733 6,452 55% 88%
July to September 2023 8,983 10,730 617 737 6,023 64% 98%
April to June 2023 9,377 12,969 650 901 5,185 40% 63%
January to March 2023 10,683 8,470 745 596 4,925 46% 86%
October to December 2022 10,587 7,991 734 561 4,566 43% 88%
Top 5 Complaints Received
Customer Service 47%
Payment Issues 12%
Billing & Meter Readings - Smart 12%
Metering & Installation - Smart PPM 11%
Pricing 4%

You can download the full complaints handling procedure here.

Additional Support

Citizens Advice

Confidential and impartial advice. They can be consulted at any point during the complaints process.

LEARN MORE
Ombudsman Services: Energy

They can offer support if your complaint has not been resolved after 8 weeks or we can’t agree on a resolution.

LEARN MORE

You can also take a look at the Citizens Advice star rating. This is made up of scores about how suppliers are performing in different areas of their customer service. You can view how the scores are worked out and compare energy suppliers’ customer service on the Citizens Advice website .