If you’ve had to deal with a faulty boiler installation, plumbing issues, electrical faults, or any other utility issues, most people would agree that making a complaint directly to your utility provider is the first step towards resolving the issue.

… But what happens if you’ve sent your complaint and heard nothing back? Should you just give in, and take the loss?

Short answer: No.

While it can be frustrating, a lack of response from a utility provider doesn’t mean your complaint has reached a dead-end. In fact, there are many things you can do to try and resolve your complaint amicably without taking the utility provider to court!

The most important thing you need to know is that Alternative Dispute Resolution is your golden ticket in this scenario; Once you’ve exhausted the points we detail below, escalating your utility complaint with an independent ADR scheme (such as UtilitiesADR, which is FREE to use) is an effective, hassle-free way to get a utility provider to resolve your complaint while avoiding the stress of court.

Don’t worry, all will be explained below!

Have you followed the utility provider’s published complaints process?

We know it sounds patronising, but please don’t just scroll past this bit!

Before assuming your complaint has been ignored, it’s always worth double-checking that you’ve actually submitted it using the provider’s official complaints process. If you’ve accidentally submitted a complaint via an unofficial channel, the chances are it’ll just get flagged as spam, or lost in someone’s old inbox somewhere, collecting dust.

Most utility providers should provide guidance explaining how to make a complaint. This may include an online form, a dedicated email address, or a customer portal.

When submitting your complaint, try to include:

Your account or customer reference number
A clear explanation of what happened (including photographic evidence if available)
Relevant bills or statements
The outcome you’re seeking, where appropriate

Following the utility provider’s published process gives them the information they need to investigate your complaint and can help avoid unnecessary delays.

What counts as “ignoring” or “not responding”?

There isn’t just one way an utility provider can fail to respond. You may consider your complaint ignored (and thus unresolved), if:

You haven’t received any acknowledgement after submitting your complaint
You received acknowledgement of your complaint submission… but got no further updates
You’ve been unable to get a Final Response despite following up

If any of these apply, it’s a good idea to keep a record of when you contacted the provider, and any follow-up messages you’ve sent.

How long should I give a utility provider to respond?

Utility providers should be given a reasonable opportunity to investigate and respond to your complaint, and you usually can’t pursue a complaint until you’ve afforded them this.

The amount of time you should wait depends on how you’re intending to escalate your complaint:

If you want to use an Alternative Dispute Resolution scheme (such as UtilitiesADR), you must give the provider 8 weeks minimum to get back to you with a Final Response once you’ve complained directly
If you intend to issue a claim in the Small Claims Court, there is no legal requirement to wait 8 weeks!
However, you should comply with the Civil Procedure Rules by sending the provider a Letter Before Claim, giving them a reasonable opportunity to settle (typically 14 days) before proceeding

In practice, many people wait 8 weeks regardless of which route they’re taking their complaint, as this preserves the option of using ADR if the provider fails to respond.

REMEMBER: If the utility provider tells you that it’s reached its final position before the 8 weeks are up, you can bring your complaint to an ADR scheme (such as UtilitiesADR) sooner!

Do automated responses count as a response?

Many utility providers send an automatic acknowledgement confirming they’ve received your complaint.

While this lets you know your complaint has arrived safely, a generic automated message is not the same as a full response or final decision.

If you’ve only received automated emails and no meaningful update or outcome within the expected timeframe (or after 8 weeks, if you’re considering escalating to an ADR scheme), you may wish to consider your next steps.

Still haven’t received a response? Here’s what to do next.

1. Gather your evidence

No matter where you’re taking your complaint next, this step is crucial! Get your facts straight, and collect any documents that support your case.

This might include:

Bills & statements
Emails or messages exchanged with the provider
Receipts
Photographs, where relevant

Having this information ready can help make the process smoother.

It may also be helpful to write down your own account of what happened, in detail, so that you have it ready to refer back to throughout your complaint process.

That way, if anybody asks for a statement from you on what actually occurred? You’ve got it!

2. Check whether your complaint is eligible

This step is mostly relevant for those looking to use an ADR scheme.

Each ADR scheme will have specific guidelines for what complaints they can deal with, so we always recommend you check their website for in-depth information – we are by no means the only ADR scheme covering utilities.

UtilitiesADR only deals with non-regulated complaints. If your complaint concerns a regulated matter, you must contact the Energy Ombudsman instead.

However, for now, let’s use our own FREE scheme, UtilitiesADR, as an example.

Before submitting your complaint to us, you need to check the following:

Is the provider in question a Participating Member of UtilitiesADR?
Is the topic of your complaint listed on, or related to, anything on our dedicated webpage: Complaints We Can Deal With?
Have you already complained directly to the utility provider, followed their published Complaints Process, and waited 8 weeks for a response?

If your answers to the above are all YES, then we’ve likely got you covered!

If not, then don’t worry! It’s completely free to submit a complaint to UtilitiesADR; there’s nothing to lose whether your complaint is eligible or not – we won’t penalise you for submitting something we can’t deal with.

3. Escalate your Complaint

If you’ve followed the utility provider’s Complaints Process and allowed sufficient time for a response, hooray! You may be able to refer it to an ADR scheme, or even to Small Claims Court at this stage.

OPTION 1: Alternative Dispute Resolution… A Different Route!

Using our very own UtilitiesADR scheme as an example, it’s easier than ever to escalate your utility complaint!

We offer 3 ways for you to submit your complaint to us, all of which are completely FREE:

All you have to do is fill out our Complaints Form, submit it to us, and we handle the rest.

For an in-depth guide on our Complaints Process (including the specific time-frames and steps), please see our handy Complaints Process: Step-by-Step Guide!

UtilitiesADR is a free-to-use independent Alternative Dispute Resolution scheme that considers complaints between consumers and participating utility providers. We’ll review the information and evidence provided by both parties before reaching an impartial decision… All within 60 Days of declaring a Complete Complaint File!

What’s important to note is that, if you use UtilitiesADR, it doesn’t rule out court as an option later. The Determination we make on your case is only legally binding if you accept it.

If you choose to reject it, no worries – you can take your complaint to court instead, as though the ADR outcome never happened!

OPTION 2: Take the utility provider to Court!

This is usually considered a final course of action after all other options have been exhausted, as it’s the most formal process to undergo.

Before going to court, it’s advisable that you should have already sent the utility provider a Letter Before Claim. This letter explains what you’re claiming, why you believe you’re entitled to compensation, and gives the utility provider a final opportunity to resolve the matter without court proceedings. The provider is normally given a 14-day window to respond to this.

Unlike using UtilitiesADR, making a court claim usually involves paying a court fee when you issue your claim. If your claim is successful, the court may order the utility provider to reimburse this fee, but this isn’t guaranteed in every case.

The court will consider the evidence provided by both you and the utility provider before reaching a legally binding decision. This may include correspondence, receipts, photographs, and any other documents relevant to your claim.

It’s also worth remembering that you don’t have to use ADR before going to court. However, courts expect both parties to have made reasonable efforts to resolve disputes before legal proceedings begin.

Using ADR can often be a quicker, less formal and cost-free way of resolving a complaint before taking that final step.

Final thoughts

Waiting for a utility provider to respond can be frustrating, particularly if you’re unsure what to do next. But you don’t have to give up if they don’t get back to you!

By following the provider’s complaints process, keeping a record of your communications, and understanding when you can escalate your complaint, you’ll be in the best position to move your case forward if a resolution can’t be reached directly.