Utilities Complaints | Consumer and Business Complaints

Complaints UtilitiesADR CAN deal with:

We can only deal with ‘non-regulated‘ complaints

The complaints we can deal with for a “domestic consumer” are as follows:

Boiler installations and servicing
Combined heat and power services
Plumbing
Utility Switching Services such as comparison websites
Drainage
Electrical work
Supply and distribution of LPG
Supply and distribution of fuels
Billing disputes of fuels or LPG
Energy efficiency services
Renewable energy products & services i.e. the sale or installation of solar panels, cavity wall insulation, etc
Heat network operator

If you are a “medium, large or corporate business” which exceeds the small business criteria above, the complaints we can deal with are as follows:

Boiler installations and servicing
Non-microbusiness Rollover contracts
Non-microbusiness Contract disputes
Non-microbusiness Combined heat and power
Utility Switching Services such comparison websites
Plumbing
Drainage
Non-microbusiness electricity bills
Non-microbusiness gas bills
Infrastructure
ESCo (Energy services companies)
Supply and distribution of LPG
Supply and distribution of fuels
Billing disputes of fuels or LPG
Non-microbusiness Back billing
Energy efficiency services
Renewable energy products & services
Heat network operator
Tariffs for medium/large and corporate businesses

Use of the UtilitiesADR Alternative Dispute Resolution scheme is FREE to consumers and can be submitted without the need for any independent advice or third-party representation.

If you are a domestic consumer or small (micro) business customer of an energy supplier and your complaint relates to the supply of your natural gas or electricity then you must contact Ombudsman Services: Energy.

Complaints we CANNOT deal with – We cannot deal with ‘regulated’ complaints.

If your complaint is about a regulated matter or you are a domestic consumer, or small (micro) business, you MUST contact Ombudsman Services: Energy – 0330 440 1624.

The following complaints are ‘Regulated’:

Natural gas and electricity bills
Problems that arise as a result of switching energy supplier
The way an energy product or service has been sold, including doorstep sales
The supply of energy to a home or small business, for example, if you experience a power cut; and
Microgeneration and feed-in tariffs.

The definition of a domestic consumer is “a person who has energy provided to their home”.

The definition of a small (micro) business customer is a business that falls into the criteria below:

An annual consumption of electricity of not more than 100,000 kWh, or natural gas consumption of not more than 293,000 kWh; or
Fewer than 10 employees (or their full-time equivalent), and an annual turnover or annual balance sheet total not exceeding €2 million.

If you fall within the criteria above, then please visit www.ombudsman-services.org/energy or call 0330 440 1624.

If you do not fall within one of the above definitions, we may be able to handle your complaint.

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