1. Complain to the utility provider

Before using UtilitiesADR, you must have already complained to the provider directly (using its published complaints procedure, if it has one) and either:

• Received the provider’s Final Written Response
  (otherwise known as a ‘Deadlock Letter’)
• Given the provider 8 weeks to respond to your complaint

You must bring your complaint to us within 12 months of receiving the Final Response (or, where the utility provider did not respond, within 12 months of your complaint to them).

UtilitiesADR can only deal with unresolved complaints.

2. Check the provider you’re complaining about is a Participating Member of UtilitiesADR

We can only process complaints that involve an utility provider that is a Participating Member of UtilitiesADR and has agreed to be bound by our decisions.

Before coming to us, check which providers are Participating Members of UtilitiesADR

3. Complete the Complaint Form

It is important that you complete the complaint form thoroughly and provide as much supporting evidence as possible, such as:

• Receipts
• Photographs
• Copies of correspondence

Use the 8 weeks between submitting your complaint directly to the provider & escalating your complaint with us to gather these bits of supporting evidence in order to strengthen your ADR case.