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UtilitiesADR
UtilitiesADR
Resolving disputes between consumers and businesses
0203 540 8063
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  • Home
  • About Us
    • About us
    • What to do before you come to us
    • Complaints We Can Deal With
    • UtilitiesADR Members
    • After Our Decision
    • Complaining About UtilitiesADR
  • Submit New Complaint
    • Make an Online Complaint
    • Download a Paper Complaint Form
    • Representative authority form
  • Dashboard Login
  • Contact Us
  • Home
  • About Us
    • About us
    • What to do before you come to us
    • Complaints We Can Deal With
    • UtilitiesADR Members
    • After Our Decision
    • Complaining About UtilitiesADR
  • Submit New Complaint
    • Make an Online Complaint
    • Download a Paper Complaint Form
    • Representative authority form
  • Dashboard Login
  • Contact Us
Welcome to our online complaint portal. To proceed with your complaint please follow the steps below and provide all of the information requested.

What is the name of the company you would like to complain about?

(Note - our database lists the Head Office location/address, you will have chance to tell us about the specific store/branch location later)

Click to check details

Not This Company

Customer service postal address if known

continue

Is this the correct company?

Yes No
 

The company that you have entered is NOT in our database. You may continue to register your complaint but as we do not know if the company will engage with us, we are unable to say whether we will be able to resolve your issue - please click Ok to continue.

Ok

The company that you have entered is an associate member in our database and may be willing to work with us to resolve your issue - please click Ok to continue.

Ok

The company that you have entered is in our database and is willing to work with us to resolve your issue - please click Ok to continue.

Ok

The company that you have entered is in our database. Please complete the following questions and then click Ok to continue.

What would you like to complain about? What is the nature of your complaint? What is the reason for your complaint?


Ok

The company that you have entered is in our database but on previous claims has refused to co-operate with us. Therefore, we are unable to take your claim forward at this stage.

The company that you have entered is in our database but we have never dealt with them before, they may or may not engage with us to try to resolve your issue. Please click Ok to continue.

Ok

Please Note:

At present the company that you have specified is not a member of UtilitiesADR. However, we do deal with some companies on a complaint by complaint basis. After you have completed your complaint form we will contact the company to ask if they consent to UtilitiesADR dealing with the complaint. On most occasions they agree to this. If they refuse we will not be able to deal with your complaint.

continue

Please Note:

At present UtilitiesADR is not dealing with complaints about independent traders, unless they have a dedicated complaints department.

Declaration

Please read and sign this declaration:



I would like UtilitiesADR to look into my complaint.

I understand and acknowledge that UtilitiesADR will need to use my personal information (including sensitive or personal information) and that UtilitiesADR may need to share some or all of this information with the company with whom I have a complaint.

I understand and acknowledge that UtilitiesADR may publish the Adjudicator's final decision. I agree to provide true, accurate and full information about my complaint.

To sign the declaration tick here: I Agree

continue
Before proceeding further we need to double check that you are eligible to bring your complaint to UtilitiesADR at this time:
ELIGIBILITY
Have you complained direct to the company in writing? Yes No

Note: Sorry you must first complain to the company in writing before bringing your complaint to UtilitiesADR.

What date did you complain to the company?
Has the company provided their final response? Yes No

Note: You must give the company at least 8 weeks to respond before bringing your complaint to us.

Did they reject your complaint? Yes No

Note: Sorry but we can only deal with unresolved complaints.

Have you rejected the final response? Yes No

Note: Sorry but we can only deal with unresolved complaints.

Please add the final response that you received from the company here, it is imperative that you use the exact wording that the company has provided to you.

Either cut and paste their response here:
or upload their letter here:

Sorry, we cannot progress your complaint without having a copy of the companies final response (which you can either cut and paste or upload)

continue
Please fill out the form below to begin the process of your complaint, on completion of this form you will be sent a username and password to allow you to log into your secure portal to track the progress of your complaint.
about you

Your Details

continue
Please give the details of the company you have a complaint against

In-store online

Branch location address

continue

Please give the details of your complaint
about your complaint

goods services

cash transfer credit card debit card paypal

continue save & return
Please give the details of your complaint
about your complaint
gas

continue save & return
It is important that you provide as much evidence as possible to support your complaint as our recommendations and determinations are based on fact and evidence. Please go through each evidence category below and either press the button to upload relevant evidence, tick the box to to confirm you not have any such evidence or alternatively tick the box to confirm evidence will be posted.

This part of your complaint is very important. We therefore urge you upload as much evidence as possible and to save the form and come back to it if the evidence is not immediately to hand.
evidence & support files
RECEIPTS press to upload file
I do not have any evidence in this category
I will post this evidence in the next 7 days
Files to upload

Upload here

EMAILS press to upload file
I do not have any evidence in this category
I will post this evidence in the next 7 days
Files to upload

Upload here

LETTERS press to upload file
I do not have any evidence in this category
I will post this evidence in the next 7 days
Files to upload

Upload here

PICTURES press to upload file
I do not have any evidence in this category
I will post this evidence in the next 7 days
Files to upload

Upload here

other press to upload file
I do not have any evidence in this category
I will post this evidence in the next 7 days
Files to upload

Upload here

NOTE ** if uploading email correspondences please cut and paste the date, email addresses, sender & recipient info and the content of the email into an MS word or txt file, then upload, alternatively please save each email as a text file.

WARNING ** The sum total of the size of the files uploaded via this form MUST be less than 20Mb. If you have very large files try to compress them before uploading, OR omit them from your initial submission as you will have the opportunity to upload more files later on.

save & return

When you have added all the relevant information you must press 'CREATE COMPLAINT' above, this will create the completed claim on to your dashboard and also alert your complaint handler to begin the process. If you press 'Save and Return' your complaint will remain saved for 7 days until you finally press 'CREATE COMPLAINT'.

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