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How to complain

Best ways to complain about utilities

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Just before Christmas an electricity company decided to dig up the road outside a small shoe repair shop. The owner of the shop claimed that the roadworks put customers off visiting him to buy Christmas presents such as handbags. His takings for the busiest week of the year were £1,000 down.

He's complained to the electricity company but they say they were carrying out essential repairs.

Fighting a utility company can feel like a David and Goliath struggle - with Goliath winning every time. But third party organisations like Energywatch are there to give you the best possible chance.

In the final quarter of 2007 Energywatch, the gas and electricity watchdog, helped small businesses to win £692,0000 in compensation. The average amount of compensation was £436, although, several hand-outs were much larger.

The Consumer Council for Water offers a similar service for complaints about water and sewerage treatment and has won over £591,176 in compensation and rebates since it was set up in October 2005. Ofcom helps with queries about communications such as telephone services.

How to complain

Watchdogs will normally only consider your problem if you've gone through the utility company's own complaint process first. When you do this it's important to be as systematic as possible so that you don't waste time and have a full record of what was said and promised.

By phone: Log each call you make to the company and keep a record either on your computer or in a paper file. Each entry should include: date and number called, when the conversation began and how long you were kept on hold, who you spoke to, what you want the company to do, action agreed, a complaint reference number and a date to remind you when to make a follow-up call.

In writing: Make sure you are sending your complaint to the right address and, if possible, to a named person. Include your name, address, telephone and account number. Explain the problem fully and give dates and times of incidents.

Keep to the point and don't be sarcastic. Send photocopies of evidence such as receipts, photos, letters and bills to support your complaint. Keep a copy of your letter.You can download a telephone logging form and a letter template from Energywatch's website.

Keys to success

• Don't put off complaining or you may lose your chance of compensation. Gas and electricity companies, for example, don't have to offer compensation for multiple interruptions unless you complain within three months of the year end.

• Be persistent. One small business was convinced they were paying the wrong gas tariff and their accounts manager sent several letters of complaint. Two years later the business was given a rebate of over £2,000.

• Make sure you're speaking to someone authorized to deal with complaints. If they're unhelpful complain or phone back to speak to someone else. One small business worked out their water consumption was three times higher than the same period the year before for no apparent reason. The water company checked for leaks and then readjusted the bill in line with previous usage. The person who handled the complaint also noticed that the business was being billed at the wrong commercial rate and started a complaints procedure.

• Know your rights. The appropriate watchdog will tell you what compensation you're entitled to, depending on the type of problem.

• Make it easy for the supply. Decide what you want and make sure your request is reasonable. If the supplier won't meet your request decide what you'll settle for.

And if that still doesn't work

If you're not happy with the way your complaint has been handled ask for it to be 'escalated'. Failing that, consider contacting a watchdog. Many chambers of commerce have close links with BT and the utilities companies and can help you sort out your problem.

Getting angry usually doesn't work, but it can show you're serious. You can also tell the supplier you will take your complaint to the local and national press.

And the shoe repair shop? He's received no compensation and Energywatch agrees that in similar cases compensation is likely only to be 'token'.

Useful links
www.ofcom.org.uk
http://www.ccwater.org.uk/
http://www.energywatch.org.uk/

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