As an energy consumer, you have the right to expect a reasonable standard of service from your supplier. When this expectation is not met due to poor customer service, billing mistakes, technical issues with your meter, or other reasons, you have the option to make a complaint. If you are a Utilita customer and you are dissatisfied with their response to a complaint, you can refer the matter to the Utilita ombudsman.
Here is what you need to know about making a complaint to Utilita and escalating it to the ombudsman, and what to expect from the process.
## The Importance of Making a Formal Complaint
If you have a problem with your energy supplier, it is important to raise the issue with them as soon as possible. This gives them the opportunity to investigate and try to resolve the matter to your satisfaction. Generally, energy companies have a formal complaints procedure that you need to follow.
When making a complaint, be clear about the issue and why you are unhappy with the service or product provided. Include any evidence or documentation that supports your case, such as bills, meter readings, correspondence with the company, and photographs if relevant.
It is also helpful to state what you want to achieve from the complaint, such as a refund, compensation, or a correction of a mistake. Be realistic in your expectations, but don’t be afraid to ask for what you think is fair.
## How to Make a Complaint to Utilita
If you are a Utilita customer and you want to make a complaint, you can do so by phone, email, or letter. The contact details for their complaints team can be found on their website. Before contacting them, make sure you have your account details and as much information as possible about the issue you want to raise.
Once you have made a complaint, Utilita has 28 days to investigate and respond to you. They may offer a resolution, such as a refund or compensation, or explain why they do not consider your case valid. If you are not happy with their response, or if they do not respond within the given timescale, you can escalate your complaint to the Utilita ombudsman.
## What is the Utilita ombudsman?
The Utilita Ombudsman is an independent body that handles complaints about Utilita Energy. It is a free service for customers who have exhausted the company’s internal complaints procedure or have not received a satisfactory response within eight weeks.
The ombudsman is impartial and aims to provide a fair and swift resolution to customer complaints. They have the power to investigate the matter, request information from both sides, and make a binding decision on the case. The decision can include compensation, refunds, or other remedies as appropriate.
## How to Refer a Complaint to the Utilita Ombudsman
To refer your complaint to the Utilita Ombudsman, you need to fill in an online form on their website. You will need to provide your contact details, account information, and a summary of your complaint. You can also attach any relevant documentation or evidence to support your case.
It is important to be clear and concise in your submission, and to focus on the key issues that you want the ombudsman to address. The ombudsman will not investigate the same matter more than once, so make sure you have exhausted the company’s internal complaints procedure before submitting your case.
## What to Expect from the Utilita Ombudsman Process
Once your complaint has been received by the ombudsman, they will acknowledge it within three working days and assign a case handler to your file. The handler will contact you to discuss the case in more detail and request any additional information or documentation they need.
The ombudsman aims to resolve cases within 90 days, although some complex cases may take longer. They will keep you informed of the progress of your case and let you know if there are any delays or issues that arise.
When the ombudsman makes a decision on your case, they will send you a written report explaining their findings and any remedies they have awarded. The report will be binding on Utilita, and they will be required to implement the decision within 28 days.
## Conclusion
Making a complaint to your energy supplier can be frustrating, but it is important to assert your rights and seek a fair resolution. If you are a Utilita customer and you are not satisfied with the company’s response to your complaint, you can refer it to the Utilita Ombudsman for an independent review.
The ombudsman is free, impartial, and has the power to make a binding decision on your case. However, it is important to exhaust the company’s internal complaints procedure before referring the matter to the ombudsman and to provide clear and concise information to support your case. Utilita has a legal obligation to obey the ombudsman’s decision, so if you are still dissatisfied with the outcome, you may have grounds to take further legal action.