What to Expect from CRU's Complaints Process
If you have an unresolved issue with your energy or water supplier or network operator, you can bring your complaint to the CRU to investigate.
This page outlines examples of the types of complaints we investigate and what you can expect. Each case is assessed individually, based on the evidence provided and the relevant rules or market processes at the time. The examples below are a general guide only.
General information about compensation
Typical cases we handle, and what to expect
Matters we do not investigate
Some complaints fall outside the remit of the CRU. This means that we do not have authority to investigate or make determinations on them.
The following is not an exhaustive list. If your complaint is about things outside of our remit, we will clarify this as early in our process as possible. We may still be able to investigate some elements of your complaint, such as your customer service or complaint handling experience.
