UIA Complaint process
Our code and ADR scheme applies to UIA Members only, a list of members can be found by clicking here .  If your complaint concerns a non-member, we will signpost you to those parties who can assist you. Please note that we cannot deal with a complaint that has already been lodged or considered by another ADR provider or by a Court. Should the UIA have cause to refuse to deal with a complaint a full written explanation as to why will be provided to the complainant within 15 working days. The ADR process can be downloaded by clicking here or can be viewed below.
UIA ADR Scheme Annual Review
The UIA Alternative Dispute Resolution (ADR) Scheme plays a pivotal role in ensuring fair and efficient resolution of disputes between TPIs and their business clients. It provides insights into the types of disputes handled, resolution rates, and improvements made to support UIA members and their clients effectively. This review also outlines challenges encountered, updates to the scheme, and goals for the upcoming year.
Click here to open the UIA ADR Scheme Annual Review (January – December 2025)
Next steps:
You should first notify your TPI of your complaint. They have 15 working days* to resolve your complaint or explain why that is not possible.
If you are not satisfied with their response, or the deadline is exceeded, you can register your complaint with us for free via the website or by email, telephone or post. Please advise if you have a preferred means of communication. We will contact you in whichever medium you prefer and provide you with a case number which can be used by you to track progress of your complaint.
We will ask you to provide all relevant information within 15 working days* of our request in a mutually agreed format.
* complex cases may require a longer timeframe subject to agreement with ourselves
We will review all the information provided before reaching a decision. Both parties will be sent our decision, our reasons for reaching that decision and given the opportunity to review it. There is no charge to you throughout this process and you are free to withdraw your complaint at any time
If we find that the TPIâs actions either all or in part, are grounds for complaint, then the TPI will be required to make good any harm caused to you within a reasonable timeframe. However, if we find in favour of the TPI, you are not bound by our decision and are free to use your right to appeal or seek redress through legal remedy.
If on reflection, you disagree with our decision you then have 21 days from notification of that decision, to ask for your case to be heard by the Dispute Resolution Ombudsman [DRO] an independent, not-for-profit organisation specialising in Alternative Dispute Resolution (ADR) services for consumers and businesses. https://www.disputeresolutionombudsman.org The UIA will not charge a consumer for the appeals process but it should be noted that the DRO decision is final.
Need help?
UIA wants to be accessible for any business employing the services of a UIA member therefore, if additional support is required by the complainant to pursue their grievance, we are happy to communicate with an elected representative. We can engage with individuals through a variety of mediums to suit their needs, including visual or audio formats. Translation services can also be provided upon request. While the UIA will conduct its investigation in English, the findings can be translated if required.
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Where to send my complaint form
This form can be submitted online, or downloaded here and emailed to admin@u-i-a.org marked in the subject header COMPLAINT, or posted to:
Utilities Intermediaries Association
20 Eversley Road
Bexhill-on-Sea
East Sussex TN40 1HE
T. 01580 879777
About you:
Additional information
It is important that your complaint can be supported by evidence so we can handle it fairly, effectively, and promptly. Please ensure that you are able to provide all communications to/from the TPI and any supplier(s) involved once we have issued you with a case number.
