Services
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
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for your energy.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to cas.org.uk, or contact your Local Citizens Advice office. If you live in Scotland, you can also contact Advice Direct Scotland on 0808 196 8660 or visit energyadvice.scot. Calls are free.
If you need specialist support to resolve your energy problem, Citizens Advice and Advice Direct Scotland can refer you directly to the Extra Help Unit Service.
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 % |
|---|---|---|---|---|---|---|---|
| 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 | 40% |
|---|---|
| Metering & Installation - Smart PPM | 16% |
| Billing & Meter Readings - Smart | 13% |
| Payment Issues | 13% |
| Metering & Installation - Smart Credit | 3% |
You can download the full complaints handling procedure here.
Additional Support
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 .