Commercial Energy Arbitration

Operating across United Kingdom

If you have an unresolved complaint with a commercial energy services provider, we may be able to help

At Commercial Energy Arbitration we provide a dispute resolution service to businesses of every size and handle complex cases on a regular basis.

Our highly qualified energy dispute resolution practitioners are experts in their field and are genuinely committed to excellence in every aspect of their work, providing clients with a timely, cost-effective and highly specified solution.We take time and effort to understand the party’s problems, aims and objectives in order to provide an effective and responsive service

To go to the main Commercial Energy Arbitration site please click here

Commercial Energy Arbitration (CEA) is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

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About the Scheme

We can deal with the following ‘non-regulated’ complaints

If you are a “medium, large or corporate business” which exceeds the small business criteria above, the complaints we can deal with are as follows:

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

Complaints we cannot deal with

If your complaint is about a regulated matter or you are a domestic consumer, or small (micro) business, you MUST contact Ombudsman Services: Energy – 0330 440 1624.

The following complaints are “Regulated”:

Natural gas and electricity bills
Problems that arise as a result of switching energy supplier
The way an energy product or service has been sold, including doorstep sales
The supply of energy to a home or small business, for example, if you experience a power cut; and
Microgeneration and feed-in tariffs.

Complain about the Scheme

To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:

Head of Service Complaints
CDRL
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
Milton Keynes
MK12 5TW

Complaints should be in writing and should provide full details of the complaint, including your complaint ID number and the name of the Complaint Handler/Adjudicator where possible/applicable.

Complaining by post

To complain by post, please download a paper complaint form adjacent to this drop down menu. Once you have completed your complaint form, please return it to us at our registered office address (CDRL, 12/14 Walker Avenue, Wolverton Mill, MK12 5TW) along with any evidence in support of your complaint. We shall deal with your complaint entirely by post. This may cause some delays to our standard complaint handling timeframes as set out in our Scheme Rules.

Reasonable Adjustments Request

Please refer to our Reasonable Adjustments Policy contained in our Scheme Rules. To make a reasonable adjustments request, please either write to us via our support centre, by post or by telephone at 0203 540 8063. We will only be able to accept telephone calls for genuine requests for reasonable adjustments.

How Commercial Energy Arbitration Scheme Works

Step 1

The complaint is reviewed and a decision made if it falls within scope, in accordance with 1.1 of the Scheme Rules. In the event that a complaint cannot be accepted, the complainant will be notified of this within three weeks.

Step 2

The complaint is passed to the utility provider, which then has up to 28 days to confirm that it either wishes to defend or settle the complaint. If the utility provider agrees to settle the complaint, the utility provider has 28 days to implement the agreed remedy (such as pay compensation). If the utility provider elects to defend the complaint, the complainant will be given 7 calendar days to provide any comment on the defence, if it raises any new information or evidence that was not provided in the Deadlock Letter (Consumer Response).

Step 3

Following the Consumer Response, UtilitiesADR will notify the parties that it has a ‘Complete Complaint File’. From this stage, no further information or evidence may be submitted by either party, unless the Chief Adjudicator of UtilitiesADR authorises such submission.

Step 4

At this stage, the complaint is dealt with by the Adjudicator’s office where a determination is made in writing. Determinations are produced within 90 calendar days of the announcement of the Complete Complaint File. If the complaint is highly complex, UtilitiesADR may extend the 90 day period, but must advise both parties of the additional time needed to make the Determination. Please note: Oral hearings (ie: face to face meetings or tele-conferences) will only take place if both parties agree.

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Customer Assistance

Contact Centre

Our contact centre operates Monday to Friday, 9am – 5:30pm and is on hand to provide information and assistance for consumers wishing to lodge a claim or obtain an update.

Contact can be made here

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