Before you file your complaint with us

Please note that to be eligible to make a complaint against a utility provider, you must have already complained to the utility provider directly in writing and have either:

• Received a Final Written Response (sometimes referred to as a ‘Deadlock Letter’)
• Given the utility provider 8 weeks to respond to your complaint

… You can only submit your complaint to us once at least 1 of these conditions is fulfilled.

UtilitiesADR can only deal with unresolved complaints.

PLEASE NOTE:

If you’re a domestic consumer and you have a complaint with your gas or electricity supplier or the electricity or gas network distributor, you will need to contact the Energy Ombudsman.

If you’re a domestic consumer and have a complaint with your water provider you will need to contact the Consumer Council for Water.

Complaints UtilitiesADR can deal with:

If you are a Domestic Consumer:

We can deal with non-regulated complaints related to the following issues:

• Boiler installations and servicing
• Combined heat and power services
• Plumbing
• Utility Switching Services (such as comparison websites)
• Drainage
• Electrical work
• Supply/distribution/billing disputes of LPG
• Supply/distribution/billing disputes of fuels
• Energy efficiency services
• Renewable energy products & services (e.g. the sale or installation of solar panels, cavity wall insulation, etc)
• Heat network operators

If you are a Non-Microbusiness:

We can deal with non-regulated complaints related to the following issues:

• Boiler installations and servicing
• Non-microbusiness Rollover contracts
• Non-microbusiness Contract disputes
• Non-microbusiness combined heat and power services
• Utility Switching Services (such comparison websites)
• Plumbing
• Drainage
• Non-microbusiness electricity bills
• Non-microbusiness gas bills
• Infrastructure
• ESCo (Energy services companies)
• Supply/distribution/billing disputes of LPG
• Supply/distribution/billing disputes of fuels
• Non-microbusiness Back billing
• Energy efficiency services
• Renewable energy products & services
• Heat network operators
• Tariffs for medium/large and corporate businesses

Please click HERE for more information.

If a utility provider has refused, ignored, or otherwise left you unsatisfied after you made a complaint to them, you can escalate matters for FREE with UtilitiesADR.

Start A Complaint

Ways to Complain

There are three (3) ways to bring your complaint to UtilitiesADR:

By Post

You can download our paper complaint form HERE and send the completed form to:

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

Online

If you have access to the Internet, you can file your complaint via our online portal.

To access this, simply go to our homepage and click on:

START A COMPLAINT

By Telephone

You can telephone us on:

0203 540 8063

Our Support centre operates Monday to Friday, 9:30am – 12:30pm

We’re on hand to provide information and assistance for consumers wishing to lodge a claim, or obtain an update on their case.

For more information about UtilitiesADR, please view our FAQ page.

Curious about your Consumer Rights?

We’re posting weekly consumer tips and tricks on our social media channels! Follow us below:

• YouTube
• Instagram
• Facebook