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  • Complaints

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)

Resolver
You can also escalate your complaint using Resolver. Resolver is a free and independant issue resolution service, connecting you with companies to help find the best resolution for everyone. To raise your complaint using their online process, click here.

You can use Resolver to raise your issues or complaints with thousands of companies via its guided case creation. Once you’ve answered a few questions about your complaint, Resolver creates a personal case file so you are in control and manage everything from one place.

Resolver does not act on behalf of consumers but instead it provides all the necessary tools and steps, including templates to tailor complaints and resources to guide people to understand their consumer rights, to make it as easy as possible to get the right result.

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.

T 0330 440 1624

T 0330 440 1600 (for text only)

E enquiry@ombudsman-services.org

W ombudsman-services.org/energy

Write to them at: Ombudsman Services, Energy, PO 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 01962 891 160.

Contact Citizens Advice or Advice Direct Scotland if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official sources of free and independent energy advice and support.

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 energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Complaints Performance

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

  • Complaints Performance 2020 - 2021
    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)
    Jan to Mar 2022 7,949 554 7,445 519 56% 90% 4,173
    Oct to Dec 2021 8,793 607 7,028 485 54% 94% 3,802
    Jul to Sep 2021 8,425 578 7,602 522 54% 96% 4,131
    Apr to Jun 2021 8,920 629 8,344 588 56% 95% 4,634
    Jan to Mar 2021 10,789 780 9,942 718 57% 92% 5,689
  • Top 5 Complaints Received
    Customer Service 37%
    Payment Issues 18%
    Metering & Installation - Smart PPM 13%
    Billing & Meter Readings – Smart 11%
    Billing & Meter Readings – Non-Smart 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

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Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem