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.
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.
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:
We may provide you with an award of compensation in certain circumstances, where we’ve failed to follow our obligations.
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
Citizens Advice and Advice Direct Scotland
We're here to help if you're having trouble with your energy. Our Customer Care team provides a wide range of support services if you need help to manage your energy supply. To speak to someone, call us today on 0345 2072 000.
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 citizensadvice.org.uk/energy 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 contactscotland-bsl.org.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
We carefully record and monitor all the complaints we receive and publish the results below:
| Period | Total received | Amount received per 100,000 customers | Total resolved | Amount resolved per 100,000 customers | % resolved at day +1 | % resolved at 8 weeks | Total resolved at (Day+1) |
|---|---|---|---|---|---|---|---|
| July to September 2023 | 8,916 | 615 | 10,673 | 736 | 56% | 82% | 6,006 |
| April to June 2023 | 9,298 | 650 | 12,871 | 901 | 40% | 63% | 5,185 |
| January to March 2023 | 10,551 | 745 | 8,416 | 596 | 59% | 86% | 4,925 |
| October to December 2022 | 10,355 | 734 | 7,912 | 561 | 58% | 88% | 4,566 |
| July to September 2022 | 6,510 | 460 | 6,960 | 492 | 43% | 73% | 2,993 |
| Customer Service | 38% |
|---|---|
| Payment Issues | 16% |
| Metering & Installation - Smart PPM | 14% |
| Billing & Meter Readings – Smart | 12% |
| Debt & Debt-related Disconnections - prepayment related | 3% |
You can download the full complaints handling procedure here.
Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem