What happens if I’m unhappy with Utilita Home’s service?
At Utilita Home, we pride ourselves on delivering an exceptional service and customer care, but of course, we understand we may not always get everything right. If you’re not satisfied with any part of your energy efficiency journey with us, 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 Home Energy Consultants will be able to provide you with a quick and effective resolution. But don’t worry, in those rare cases where we’re unable to fix things straight away, we’ll make sure it gets escalated. If you have a problem, just follow these simple steps.
How do I make a complaint?
Step one: Contact us.
If you’re unhappy with our service, we want you to get in touch. You can notify us by phone, email or post:
- Call our Home Energy Consultants on 0330 175 9712.
- Or email us at HEC@utilita.co.uk (Please include your name, contact number and full address so we can locate your details).
- If you’d prefer to write to us, please us the following address: Utilita Home, Freepost RTXA-BEUG-KLGH, Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford Eastleigh, SO53 3QB
Step two: Reaching a resolution.
Our aim is always 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 let you know and provide timescales – and more importantly, stick to them. We’ll also keep you updated as frequently as you’d like throughout the process.
If you’re raising a complaint via letter or email, a Home Energy Consultant will always try to contact you by telephone before responding in writing, unless you specifically request otherwise. Depending on the nature of your complaint, we’ll 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, then we may have to contact them for information as part of our investigation. While we still hope to resolve your issue as quickly as possible, it may take up to 10 working days before we’ll be able to provide you with an update.
The outcome of your complaint will typically include at least one of the following:
- An explanation of what went wrong
- An apology
- Taking action(s) to fix the problem
- Compensation (when appropriate)
We may provide you with an award of compensation in certain circumstances – such as when we’ve failed to follow our obligations in our Sales and Installation practices.
Internal review
If you’re unhappy with the way your complaint has been handled, you can request for an internal review of its handling. If we determine there have been shortfalls in service, we may update your resolution. However, we may also agree with the actions taken and our response may remain unchanged.
Step three: Escalating (if required)
RECC (Renewable Energy Consumer Code) Dispute Resolution Process
If your complaint is in relation to Renewable Energy products covered by the RECC, and you’re not satisfied with Utilita Home’s final response – or your complaint is outstanding for more than 10 working days – you have the option of referring your complaint to RECC through their Dispute Resolution Service.
This Service is free of charge and is completely independent – they’ll provide a further review of your complaint and fully consider your case to check if we have done something wrong. If they find we’re in the wrong, they can require us to put things right.
However, they could also agree with the actions we’ve taken and require us to take no further action as the final resolution to your complaint.
More information on the Dispute Resolution Process can be found here: dispute-resolution-process.pdf (recc.org.uk).
Complaints can be submitted to RECC using the Complaints Registration Form, either online or by post. The RECC’s contact details are as followed:
RECC Dispute Resolution Team, York House, 23 Kingsway, London, WC2B 6UJ, disputeresolution@recc.org.uk