If you have a non-regulated utility complaint, you may be wondering whether it’s actually worth using UtilitiesADR.
> Can UtilitiesADR actually get you compensation?
You’ll be pleased to hear that yes – at UtilitiesADR, we do have the power to decide you’re owed financial compensation if we deem this to be the appropriate resolution for your case!
However, focusing on just the financial side of things minimises what we could actually award you. Determinations are not just about money, and not every case brought to UtilitiesADR will result in a monetary resolution!
For example: what if you want a utility provider to take practical action, or apologise?
Let’s delve into the potential outcomes of using UtilitiesADR!
By the way, if you have a non-regulated Utility Complaint…
UtilitiesADR offers a FREE, independent route to a resolution – approved by the Chartered Trading Standards Institute to settle non-regulated utility disputes across the UK, whether you’re an individual consumer or a business with over 10 employees.
Can UtilitiesADR award compensation?
Yes!
In appropriate cases, we at UtilitiesADR could direct a Participating Member utility provider to issue you a financial award of up to £25,000.
However it’s important to remember that this does not mean that every successful complaint will result in financial compensation!
As we’ll detail throughout this article, money is far from the only thing we can direct a utility provider to give a consumer to resolve their complaint. At times, other resolutions may be more appropriate.
The outcome of your complaint will depend on:
- The facts of your individual case
- The evidence provided
- What our specialist adjudicator/s consider appropriate
What else could you be awarded by UtilitiesADR?
… So, now that you know we could award you compensation if deemed appropriate for your case, the logical next question is:
> If not compensation… what else could UtilitiesADR award me?
The following list isn’t exhaustive, as each case brought to us is unique (and may thus involve unique, tailored resolutions), however these are some of the most common alternatives to financial compensation that we could award you:
1. Practical action
Not every complaint is simply about money!
Sometimes the best way to resolve a dispute is for the utility provider to take a particular action – such as repair work. We could direct a participating provider to take, or stop taking, specified steps where appropriate in your case.
Practical action means the potential resolution could address the underlying problem rather than simply providing a financial payment.
2. An apology
In some circumstances, we could direct a provider to issue you a formal apology.
While an apology does not necessarily compensate you financially, it can be an important part of putting things right where the circumstances justify it.
3. A refund
While this is also a financial resolution, a refund is different to compensation!
We may direct a utility provider to refund the money you paid them where appropriate – for example, if you were incorrectly charged for a service, a refund may form part of the resolution.
4. A combination!
Your resolution doesn’t necessarily have to tick just one box.
Why settle for just financial compensation when it may be appropriate for a provider to issue an apology too? Or take practical actions to fix things?
Sometimes, it ends up being the case that multiple actions are appropriate – we take all options into consideration when issuing a Determination on your case!
Is compensation automatic if I use UtilitiesADR?
Though it may be disappointing to hear… No.
Bringing your complaint to us does not guarantee that you will receive compensation.
Our Determinations are based on the:
- Facts of the complaint
- Information and evidence provided
- Applicable law and regulations
- Where appropriate, what is fair and reasonable
… Though it’s arguably the most commonly discussed and sought-after outcome, compensation is not necessarily an appropriate resolution for every case.
Since every complaint brought to us is unique, there’s no one-size-fits all resolution – only what’s most appropriate for your case!
Does UtilitiesADR always award the amount I ask for?
… If this were true, everyone would be asking for a million pounds. So… No, not necessarily.
On our Complaints Form, we do ask you the following:
What is your desired outcome?
This section gives you an opportunity to make your wishes known to us with regards to the outcome of your complaint – whether it be compensation, or any other specific resolution.
While we take your wishes into consideration when it comes to the Determinations we issue, we can never guarantee that we will award you what you’ve asked for. Our Determinations are based first and foremost on the factual evidence, applicable laws, and regulations surrounding your complaint.
What happens if UtilitiesADR decides in my favour?
Please see our After our Decision webpage for the most up-to-date information on this!
If the Determination we issue is in your favour, congratulations!
All you have to do is accept our decision within 14 days of us issuing it. Once you’ve accepted it, the decision becomes legally binding, and the utility provider is contractually required to implement the agreed resolution within 30 days!
Make sure you don’t miss that 14-day deadline though!
If you do, you’ll no longer be able to accept our Determination, and you’ll lose the chance for it to be legally binding.
How do I get started?
You can lodge your non-regulated complaint with us for FREE in whichever way suits you – through our online portal, by post, or by phone:
> Start your complaint with UtilitiesADR
> What to do before you come to us
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