Complaints Process: Step-by-Step

Step 1: Submit your Complaint

Once you’ve double-checked that the utility provider you’re complaining about is a Member of UtilitiesADR, it’s time to submit your complaint to us!

You can do this via any of the following methods:

1) Our online complaints portal

2) Post, using a paper form

Please send your completed form to the following address:

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

3) Telephone

Please call us on 0203 540 8063

Monday to Friday, 9:30am – 12:30pm

It is important that you fill out your complaint thoroughly and provide as much supporting evidence as possible to strengthen your case. For example:

• Receipts
• Photographs
• Copies of correspondence

Once you’ve submitted your complaint, we’ll check if it’s eligible for UtilitiesADR & something we can deal with before moving you on to the next step.

Can’t remember what complaints we can deal with? Double-check on our Complaints we can deal with page.

Step 2: We review Eligibility

If your complaint isn’t in scope for UtilitiesADR, we’ll inform you of this in writing within 3 weeks.

If your complaint is in scope for UtilitiesADR, it gets registered.

We’ll then send you log-in details for our online portal.

Your claim will be managed via the portal from this point on.

Step 3: Provider Responds

The utility provider is given 28 days to provide a response.

They may:

• Settle the complaint
• Provide a written defence challenging the complaint
• Object that it falls out of UtilitiesADR’s scope

Their response is then posted in the Online Portal.

If the utility provider raises a scope objection, this is considered first, and the response period is paused while we do so.

If they choose to settle your complaint, they get an additional 30 days to carry out the agreed-upon resolution (such as paying compensation).

If they choose to challenge your complaint, you move on to Step 4.

Step 4: You comment on the Defence

If the utility provider chooses to challenge your complaint:

You get 1 opportunity to comment on their response and add more evidence supporting your case;

You get a 14-day window to do this.

This is then collated in a file known as the ‘Consumer Response’.

Following the Consumer Response, the utility provider is then given a single opportunity to provide any final comment of their own in reply.

Step 5: Complete Complaint File

After receiving the Consumer Response, we confirm that we have all information and evidence from both parties, and declare a Complete Complaint File.

From this point, no further information, evidence, comments, or submissions will be accepted or taken into account from either party. This is to ensure fairness to both sides, so that neither party is placed at a disadvantage by late material.

Step 6: Final Decision

A specialist Adjudicator produces a written Determination within 60 days of establishing the Complete Complaint File (Step 5).

We may extend this only in cases of exceptional complexity, and will tell both parties the additional time needed.

PLEASE NOTE:

The Determination is only legally binding on the utility provider if you choose to accept it.

You are given 14 days to make this decision (either accepting or rejecting our Final Decision).

If you choose to reject the Determination, you’re still free to pursue your complaint in court irrespective of the outcome of your UtilitiesADR complaint!