Utilities ADR

How to make a consumer complaint about a Business Utility Provider?

If you have an ongoing dispute with a Business Utility Provider, then you can submit your complaint to UtilitiesADR for FREE!

You may have a problem/dispute with a product/service from your utility provider, such as:

A billing dispute
Rollover contracts and back billing
Unsatisfactory quality of your broadband provisions
Faulty telephone equipment
A failed appointment with an engineer

If this is the case, and you have already complained to the utility provider, you can use our Complaint Form to get your complaint process started:

Start A Complaint

Business Utility Provider Complaints

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.

Which complaints in the Business Utilities sector does UtilitiesADR cover?

The Business Utilities sector covers business complaints against any utility provider for electricity, gas, water and communications supply or services. Below is a list of popular sources of complaints which UtilitiesADR handles within the Business Utilities sector:

Gas bills
Electricity bills
Water bills
Rollover contracts
Back billing
Telephone & broadband bills
Mobile phone bills
Contract disputes
Gas works
Electrical works
Plumbing works
Drainage works
Heat Network Operator or ESCo (Energy Services Companies)
Combined heat and power
Renewable services
Half hourly tariffs for medium and large businesses
Energy procurement services
Energy efficiency services
Energy infrastructure
Offshore services

Complaints UtilitiesADR can deal with:

Please see our page on this HERE to see a comprehensive list of all the complaints UtilitiesADR can process.

Our Powers

We can:

Direct the utility provider to take, or desist from taking, certain steps – such as providing a refund or exchange or issuing a formal apology.
Direct the utility provider to pay you a financial award by way of compensation (up to £25,000) for proven financial loss – where appropriate and applicable.

If the utility provider is a member of UtilitiesADR, they will be contractually obligated to implement our decision. However, if the utility provider is not a member it will be within their discretion. In most circumstances, we would expect non-member providers to reconsider their position.