How we help you
Our complaints process
Contact us by phone, email or live chat and we can give you some guidance on how you can resolve your complaint about your water, electric or gas company.
If 20 days has passed and it’s not sorted, we can get involved. We will work with you and the company to try and get it sorted.
If we need to, we will undertake an investigation to find out what went wrong, and what to do to fix it. We might need to look more closely at the issues and arrange a meeting to get it sorted.
If the complaint is still not resolved the Commissioner can issue a written decision. The decision is binding on the company, but not you unless you agree to it.
We help you if your complaint is unresolved after...
Contact us if your complaint remains unresolved after 20 working days from when you first complained. We either:
Try and resolve your complaint
See if we can start a formal investigation
We investigate your complaint
One of our dispute resolution experts either:
Tries to resolve your complaint
We make a decision
If your complaint remains unresolved our Commissioner makes a preliminary decision, which you can respond to, and then makes a final decision. You can either: