Utilities ADR

How to make a consumer complaint about a Home Services Provider?

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

You may have a problem/dispute with a product/service within the Home Service industry, such as:

A faulty boiler
An unsatisfactory central heating installation

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

Start A Complaint

Home Services Provider Complaints

Before you file your complaint with us

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

Received a Final Written Response (sometimes referred to as a ‘Deadlock Letter’)
Given the 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 Home Services sector does UtilitiesADR cover?

The home services sector covers complaints against any boiler services, central heating installers, heating engineers etc. Below is a list of popular sources of complaints which UtilitiesADR handles within the home services sector:

Boiler services
Heating engineers
Heating installers
Electrical works
Gas engineers
Plumbing or Drainage services
Smart Meters
Heat Network Operator or ESCo (Energy Services Companies)
District Heating Schemes
Combined Heat and Power
Renewable Energy Services such as Biomass, Geothermal, Solar systems and installations
Energy Efficiency Services
Liquid Propane Gas (LPG)
Home heating suppliers
Oil fuel distributors
Heating oil suppliers
TV, Radio or Video On Demand services
Mobile handsets and accessories or Mobile applications
Premium Rate 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.