Customer Care Info Clear routes through the phone tree.
UT

United Kingdom Energy

Utilita customer service and complaints

Prepayment energy and smart meters

Provisional entry Checked 3 Nov 2026 Utilita Energy Limited
0345 207 2000 Support site

Utilita specialises in prepayment energy and smart meters for homes across the UK. Customer care is on 0345 207 2000, and complaints can be raised by phone, email or post. Unresolved cases can escalate to the Energy Ombudsman after eight weeks.

Step one

Ways to contact Utilita

Customer care Primary

0345 207 2000

Also handles complaint escalation.

Call

Customer services email

customerservices@utilita.co.uk

Include your account number.

Email

Complaints page

Utilita complaints

Written complaint route.

Open

Step two

How to complain about Utilita

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Contact Utilita customer service

    Same day

    Call 0345 207 2000 or email customerservices@utilita.co.uk. Explain the billing, meter or supply problem and ask for a complaint reference.

    Record the date, adviser name and reference.

    For a gas leak or loss of supply, call the network operator first. The national gas emergency number is 0800 111 999.

  2. 2

    Stage 2

    Raise a formal complaint with Utilita

    Within 8 weeks of the issue

    Put the complaint in writing through the complaints page or by email. Include your account number, meter readings, key dates and the remedy you want.

    Ask for written acknowledgement.

    Keep copies of bills, meter photos and chat transcripts.

  3. 3

    Stage 3

    Wait for the final response

    Up to 8 weeks

    Utilita has up to eight weeks to resolve a formal complaint. If it offers a resolution, get the credit or action confirmed in writing.

    Check that any credit appears on your next bill.

    You can ask for a deadlock letter before the eight weeks are up if talks stall.

  4. 4

    Stage 4

    Escalate to the Energy Ombudsman

    After 8 weeks or a deadlock letter

    The Energy Ombudsman is free and independent. It can review the complaint after eight weeks or as soon as you have a deadlock letter.

    Submit your complaint reference, timeline and evidence.

    The supplier must comply with an ombudsman decision you accept.

  5. 5

    Stage 5

    Know what Ofgem can and cannot do

    Anytime

    Ofgem does not resolve individual billing disputes. It monitors supplier behaviour and can act where it sees a pattern of rule-breaking.

    Report systemic issues through Ofgem or Citizens Advice.

    For a money claim the ombudsman cannot award, court is the remaining route.

Step three

Formal complaint letter template

Formal complaint letter template (UK energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Utilita
Customer Complaints Team

Account number: [account number]
Supply address: [supply address]
Tariff: [tariff name]

Dear Complaints Team,

I am writing to make a formal complaint about my energy account.

What happened

[Explain the billing, meter, supply or service issue and give dates. Include meter readings and the amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, account credit, payment plan or compensation.]

I contacted you on [dates] and the issue remains unresolved. Please treat this as a formal complaint and respond within eight weeks.

If we cannot resolve this, I intend to request a deadlock letter and escalate the complaint to the Energy Ombudsman.

Yours faithfully,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

Ofgem Office of Gas and Electricity Markets UK — energy Ofgem is the UK's gas and electricity regulator. It licenses suppliers and network operators, sets the rules that protect households, administer… Make a complaint Details
EO Energy Ombudsman UK — energy The Energy Ombudsman is the free, independent dispute-resolution service for UK energy complaints. It covers domestic customers and micro businesses,… Make a complaint Details

Questions

Utilita FAQ

How do I contact Utilita customer service?

Call 0345 207 2000 or email customerservices@utilita.co.uk. The same customer care team handles prepayment and credit accounts.

How do I make a formal complaint to Utilita?

Use the Utilita complaints page or email customerservices@utilita.co.uk. Include your account number, meter readings, key dates and the remedy you want. Ask for a complaint reference and written acknowledgement.

How long does Utilita have to resolve a complaint?

Up to eight weeks from the formal complaint. If it is resolved sooner, get the remedy confirmed in writing. If not, ask for a deadlock letter so the Energy Ombudsman can take the case.

Can the Energy Ombudsman make Utilita pay compensation?

The Energy Ombudsman can direct a supplier to apologise, credit an account or pay compensation. The supplier must comply with a decision you accept. Ofgem does not award compensation in individual disputes.

Can I switch energy supplier while I have a complaint?

Usually yes. A complaint does not normally block a switch, and the new supplier handles the transfer. Keep the complaint open with the old supplier, especially if money is owed or a final bill is disputed.

What can the Energy Ombudsman award?

It can require an apology, a clear explanation, corrective action and a financial award where the supplier got things wrong. Awards are decided case by case, so keep receipts and evidence of any loss.

Does the price cap limit my total bill?

No. The price cap limits the unit rate and standing charge on a default tariff, not the total you pay. Your usage still drives the final amount. Compare the rates on your bill with the published cap for your region and payment method.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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0345 207 2000 Steps Letter