Operating across United Kingdom
If you have an unresolved complaint with a utilities or home services provider, we may be able to help
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:
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”:
The definition of a domestic consumer is “a person who has energy provided to their home”.
The definition of a small (micro) business customer is a business that falls into the criteria below:
If you fall within the criteria above, then please visit www.ombudsman-services.org/energy or call 0330 440 1624.
If you do not fall within one of the above definitions, we may be able to handle your complaint.
To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:
Head of Service Complaints
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
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.
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.
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.
The companies below have subscribed to UtilitiesADR and agree to engage with our scheme, meaning any final determination is binding on it, if accepted by you.
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.
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