About Us

UtilitiesADR is an Alternative Dispute Resolution (ADR) scheme which helps resolve disputes about ‘non-regulated’ matters between consumers, non-microbusinesses and utility providers.

Purpose and scope:

The main purpose of UtilitiesADR scheme is:

1. a) The receipt and handling of unresolved disputes that fall within jurisdiction as defined within these Scheme Rules (“Complaints”), in relation to companies that are a member of UtilitiesADR (“Members”);
2. b) The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers;
3. c) Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers;
4. d) Where appropriate to make recommendations to Members about their policies, procedures or the provision of services.

UtilitiesADR is set up as a limited by guarantee company and has three parts to its structure:

1. UtilitiesADR Office (administration and Complaint handlers)
   b. The Office of the Adjudicator
   c. UtilitiesADR Standards Board

Complaints start and finish with the Adjudicator. In his decisions, he is impartial and independent of UtilitiesADR Office, UtilitiesADR Standards Board and all outside influences.

Integrity and Independence

Our independent status is at the heart of everything that we do, as is our commitment to openness, honesty and integrity and we recognise the importance of this to everyone that relies on our services.

Independent Standards Board (“Board”)

To help preserve our independence and provide an invaluable set of checks and balances on our work, The Board acts to regulate how we operate. All board members share our vision of inspiring complainant confidence and raising industry standards and do so on a voluntary basis.

The Board regularly reviews a cross section of our adjudications, to ensure they are both fair and reasonable. It also oversees our rules, practices and procedures.

The Board is governed by the Board Constitution.

Our Powers

a. to direct that a Member take, or desist from taking, such steps as he may specify, including the issuing of a formal apology to the Complainant;

b. to direct that a Member pay the Complainant a financial Award, in full and final settlement, not exceeding £25,000 by way of compensation for i) actual proven financial loss and/or aggravation, distress and/or inconvenience caused by the act(s) or omission(s) which was/were the subject matter of the complaint and/or ii) any reasonable proven costs incurred by the complaint in bringing the complaint.

If the provider is a member of UtilitiesADR, they will be contractually obligated to implement our decision.

The Complaint Process

Online Complaint

If you have access to the Internet you can file your complaint via our online complaints portal. To access this simply go to the homepage of the website and click on ‘Submit complaint’.

Telephone Complaint

If it is easier for you we can take details and file your complaint over the telephone.

Postal Complaints

If you do not have access to the Internet you can telephone 0203 540 8063 and ask one of our team members to post a complaint form to you.

Return/Postal Address:

12 Walker Avenue,
Stratford Office Village, Wolverton Mill,
Milton Keynes
MK12 5TW

Click here to download a PDF version of our paper complaint form.