UtilitiesADR Reviews 

Just spoke to Jade at the water Ombudsman that was very helpful indeed pointing me in the right direction to solve my lack of water issue with Affinity Water. Very pleased with the service she provided. Tina Rumsey

We escalated our case to Utilities ADR after a catastrophic experience with British Gas left our home flooded and our family displaced for months.
Within a day of a new boiler being installed, our home was devastated by flooding caused by increased system pressure. We lost belongings we can never replace, had to leave our home immediately, and spent months living in limbo. Our young son spent his birthday and Christmas away from home — a time that should have been full of comfort and normality, instead filled with stress and uncertainty.
Our complaint was about mis-selling and a failure to warn us of foreseeable risks. We trusted British Gas as professionals, but we were never advised about potential pressure issues or told to seek a second opinion on our pipework before work began.
Utilities ADR ultimately sided with British Gas, focusing narrowly on pipework rather than the broader failure in duty of care and professional responsibility.
What has been particularly upsetting is the lack of care annd attention in handling our case — including repeated mistakes in the decision document, such as referring to my husband as “she.” Which shows the lack of attention to our case and adds to the feeling that our case has not been properly understood or carefully reviewed.
After everything our family has been through, this outcome has been incredibly disheartening and has left us feeling unheard, dismissed, and let down by the very process meant to provide fairness. I think it’s a certain that this company is acting in favour of British Gas and is no way actually to help the consumer. The decision claimed we hadn’t provided enough evidence, but we attached photos, phone calls, a timeline of events and thoroughly explained what happened. I don’t see what other evidence we can provide! The best part is, the response we received from British Gas was extremely basic and basically just said they believed they were in the right! So where is there provided evidence?! The games rigged, that’s for sure. Disgraces the lot of them.

The individual assigned to my case appears to have merely replicated the company’s final response without conducting an independent or impartial review. Crucially, they failed to listen to the call recording in which I was clearly mis-sold an upgrade, despite this being a central element of my complaint.

This lack of due diligence has exacerbated the financial detriment I have already suffered and has had a further adverse impact on my mental wellbeing. I attempted to seek clarification by email, however I received no response.

Based on my experience, I have no confidence that customers’ interests are being properly represented. Instead, the process appears to facilitate and legitimise the mis-selling of products to the public. Additionally, the published contact telephone number is non-functional, and I have had no direct interaction with a customer service representative throughout this process.

Raised a complaint that the LPG company we were transferring to agreed to do a site survey prior to the switchover due to access issues I notified them about and instructed me not to complete the survey section of the Switchover Form, since they would complete that as part of the site survey. They did not undertake the survey but moved the contract anyway.

They then found that they were not able do deliver because their tankers were too large and because they had cancelled our previous contract it could not be reinstated...so we can no longer get LPG delivered.

I raised a complaint and UtilitiesADR and stating the above and asked for Calor to release the phone recording as evidence. Calor response was to select some items from the phone call and not mention that they agreed to do the survey etc and then stated that I had not completed the relevant part of the Switchover form. Thus completely mis-representing the phone call. Calor did not submit the phone recording as evidence of their claim.

UtilitiesADR did not require or listen to the recording but accepted Calor's interpretation and rejected mine without this evidence.

UtilitiesADR appear to be a sham organisation, that claim they are independent but are probably paid for and controlled by those orgainisation that we complain about. This should have been a clear cut case so my advice is that it is not worth the effort of raising a complaint with this lot.

The small claims court it likely to be considerably better.

Had constant bad service from water plus who refused to speak with CCwater over dispute. They apparently recommend ADR Group for mediation. After 3 weeks trying to get a response on mediation with ADR they come back and said water plus will not discuss issue, so end of the matter! Now i know why the crooks at water plus recommend them, they are useless and will not help at all. In short don't waste your time they have no power and are just a box ticking exercise for the utility companies.

Do not waste your time. They will always favour the energy company. Does not matter what you do or say. ADR will literally cut, copy and paste the content of the final response letter in final determination.
Totally fraudulent organisation.

Complete waste of time. After months going through their process hoping for a fair outcome, their final determination in which you have 0 opportunity to question misses out fundamental parts of my complaint about British Gas. How this company is allowed to have any say in a complaints process is astonishing.

It's hard to believe that this is a genuine company given the absolute zero level of service it provides to anybody. They don't respond to calls emails or messages through their own portal. This somewhere has to be the biggest scam as if this company gets money for funding they don't do anything in return to justify it it's a joke.

I approached the Utilities ADR following a boiler installation complaint and being unable to agree a satisfactory outcome.

The website information is wrong, they are not open to speak to on the phone, they have essentially taken 5 MONTHS to review my complaint which was extensive and I provided a lot of supporting evidence which their adjudicator stated "while I have read the complaint in full its not my JOB to address all of the concerns"

For a company that is meant to independently review the service that has been provided Utilities ADR have done nothing to support the fact that they actually do this.

Shocking!

Earlier this year I submitted a complaint relating to problems experienced with Calor Gas.
I have never heard anything from them providing me with information regarding the progress or responses to my complaint.
I have asked for written copies of correspondence and documents but never received anything.
It is impossible to get any information from them.
I have even written a letter of complaint addressed to their Chief Executive which has been completely ignored.
They are an organisation which is totally unfit for purpose and a complete waste of time.
Who do I contact to lodge my complaint against them???

I made a complaint to Utilities ADR regarding poorly installed CWI, which was rejected. The Installers own independent survey investigation clearly detailed that the "drill patterns" were not in accordance with the Manufacturer's specification and my thermal imaging photos submitted showed the heat loss areas as a result of inadequately filled areas within the wall cavity. In addition, my original complaint detailed numerous other technical queries that they were unable to answer. Do not waste your time with this Organisation, a complete pointless service and showed evidence of zero technical knowledge. I suspect (or should say "know"), that Utiliies ADR are funded by their own Members that they are trying to defend.

Last year I referred a complaint to UtilitiesADR for resolution. The Adjudicator from UtilitiesADR rejected my complaint without considering key evidence I had in support of my claim. As I felt that the Adjudicator had not investigated my complaint properly, I raised a formal complaint against UtilitiesADR with their Chief Adjudicator. I did not get a reply. I wrote a second time to the Chief Adjudicator, and this time I copied my letter to their Chief Executive Officer and also Chairman of their Standards Board. Again, they did not give me the courtesy of a reply.
I feel that UtilitiesADR display a deplorable attitude towards Consumers. In my opinion they are not fit for purpose and the Government should step in and disband them to protect Consumers.

Had a new boiler installed and i have been getting problems where engineers were booked and no one came. it happened number of times which i had to take unpaid days off work. And being charged for parts that i did not need.
Came to utillities adr and they were useless they take months to reply and if more information is needed for the case they don't take to account after the submission date.

A complete sham of service. Don't waste your time. Had an absolutely terrible experience with them following the installation of a new central heating installation. Paid very limited compensation by supplier. Complained to Utilities ADR and waited months for it to be reviewed. They rarely answered calls and emails chasing were left unanswered. Finally the adjudication came - agreed I had received very poor service but said that because I could not prove the distress and anguish they could not uphold complaint. A total disgrace and waste of my time. I would rate them minus 5 starts if I had the chance. Avoid at all costs.