If you have access to the Internet you can file your complaint via our online dashboard. To access this simply go to the home page of the website and click on ‘File your complaint‘. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day.
Send Via Post
If you do not have access to the Internet you can telephone 0203 137 8268 and ask one of our team members to post a complaint form to you. Send your completed form to: UtilitiesADR, 33 Floor, Euston Towers, 286 Euston Road, London NW1 3DP.
What Information Do I Need?
It’s vitally important that you complete the complaint form as thoroughly as possible. We need to know precisely what you complaint is and how it has arisen.
We base our determinations on the information and evidence provided to us. Where we have to decide on a matter of fact we do so on the balance of probabilities (that is which version of events is more likely to be accurate).
We therefore advise that both consumers and retailers provide as much supporting evidence as possible, such as:
We do not accept any visitors to our offices, no update will be made available to you, you must use your portal access and communicate via your case handler. This is a strict policy with no exceptions.