Taking your utility complaint further

If the company refuses to resolve the complaint to your satisfaction, or if 8 weeks has passed since you first contacted them about the matter, then the next stage is to forward your case onto the relevant regulatory authority.

If your complaint is about electricity or gas then you should refer it to the Energy Ombudsman (EO). The EO is a free and independent service that looks into disputes between energy suppliers and consumers. If they rule in your favour you may be entitled to compensation of up to £5000.

If your complaint relates to your water service then you must refer it to the Consumer Council for Water, they are also a free and independent service that resolves disputes between consumers and their water/sewerage companies. They aim to settle 80% of complaints within 40 days.

In the event that your complaint is still unresolved then contact your local Trading Standards Office or Citizens' Advice Bureau. They will give you free advice and may take up your complaint for you.

Failing all of that, the next step you can take is to take the dispute to the small claims court. Your local Citizens' Advice Bureau can help you organise this and sometimes arrange free legal representation for you. You can also contact the Community Legal Service that gives access to free advice.

If you are in any doubt please always consider taking independent legal advice from a solicitor who can advise you properly.

Claims Financial