If you are not satisfied with the service you have received from Utilita, then you can make a complaint. To make a complaint with Utilita, all you have to do is contact them. Details for doing this can be found below, to help you make your complaint.

Note: Before you make a complaint, we recommend that you read through Utilita’s published Codes of Practice. These stipulate how Utilita will deal with certain situations, such as if you fall behind on payments. They also stipulate how Utilita uses debt recovery agents.

Making a Complaint with Utilita

Here’s a summary of how to make a complaint with Utilita.

Step 1: Contact Utilita

If you wish to make a complaint with Utilita, firstly you should contact Utilita to discuss your complaint with their customer care team. Utilita’s customer care team is based in the United Kingdom, and they have an excellent customer satisfaction rate.

Here’s the Utilita contact information you need:

You can contact the Utilita customer care team on 03452 072 000, or by emailing customerservices@utilita.co.uk. You can also write to Utilita at the following address:

Utilita Energy Limited,
Hutwood Court,
Bournemouth Road,
Chandler’s Ford,
Eastleigh,
SO53 3QB.

For additional Utilita contact numbers, click the link.

Step 2: Discuss your Complaint with Utilita

Utilita can only resolve your complaint if they know what the problem is. If you choose to contact Utilita by phone, we recommend that you have to hand a brief summary of your complaint, any dates and times that are relevant, and any notes about previous communication with Utilita.

Utilita aims to resolve complaints on the first call you make. However, some complaints will take longer to process because they might require investigation. If this is the case, then Utilita will probably request to call you back at a time that is convenient for you to discuss the matter further.

Further reading: How to make a complaint about your energy supplier

To resolve your complaint, Utilita will investigate your complaint. Resolutions include an apology, an explanation, and compensation.

Additional steps for discussing your complaint can be found here.

Step 3: Taking your Complaint Further

If you are unhappy with the outcome of your complaint, or if you are unhappy with the length of time your complaint is taking to process, then you can contact the Ombudsman. The Ombudsman can help you if your complaint is unresolved after eight weeks.

You can contact the Ombudsman by emailing enquiries@os-energy.org, or by calling 03304 401 624. You can also write to the Ombudsman at the following address:

Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

Website: https://www.ombudsman-services.org/energy.html

You can also contact Citizens Advice for free, independent advice.

Utilita Priority Services Register

If you are or know somebody who is a vulnerable Utilita customer, then we recommend that you join Utilita’s Priority Services Register (PSR). You can join this if you are disabled, 65 or over or chronically sick. This service offers numerous services to help vulnerable people.

About Utilita

Utilita are the UK’s leading prepayment (pay-as-you-go) energy supplier. They are also one of the fastest-growing independent utility companies in the United Kingdom. They supply smart pay-as-you-go energy (gas and electricity), and they make switching easy. Utilita also have one of the best customer satisfaction rates in the energy industry.