UtilitiesADR

• 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

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
• Non-microbusiness Rollover contracts
• Non-microbusiness Contract disputes
• Non-microbusiness Combined heat and power
• Utility Switching Services such comparison websites
• Plumbing
• Drainage
• Non-microbusiness electricity bills
• Non-microbusiness gas bills
• Infrastructure
• ESCo (Energy services companies)
• Supply and distribution of LPG
• Supply and distribution of fuels
• Billing disputes of fuels or LPG
• Non-microbusiness Back billing
• Energy efficiency services
• Renewable energy products & services
• Heat network operator
• Tariffs for medium/large and corporate businesses

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:

• An annual consumption of electricity of not more than 100,000 kWh, or natural gas consumption of not more than 293,000 kWh; or
• Fewer than 10 employees (or their full-time equivalent), and an annual turnover or annual balance sheet total not exceeding €2 million.

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
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.

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.