Dispute Resolution for the Water Industry
Dispute Resolution Ombudsman (DRO) is an independent, not-for-profit organisation that provides a process for adjudicating unresolved disputes between customers and participating Water Companies.
The work that we do is impartial; we are neither a consumer champion nor a trade body.
Our overall aim is to raise standards and inspire confidence. We uphold the following key principles whilst delivering our service:
- Independence
- Fairness
- Effectiveness
- Openness and Transparency
- Accountability
Who can use our service?
Our service is available to Household and Non-Household consumers who are in dispute with a participating Water Company.
When can you access the service?
If you have not been able to resolve your complaint directly with the Water Company, we may be able to help.
We can consider your dispute if:
- You have completed the Water Company’s complaints process in full. Please note this may include any mediation by the Consumer Council for Water (CCW)
- and you have received a deadlock letter from the Water Company specifically referring you to the DRO service. You should apply within 6 months of receiving this letter.
If you believe you are eligible for the service, you can raise your dispute via our online portal.
What happens once you submit your case?
Step 1: Case Received
We acknowledge your complaint and provide a reference number.
Step 2: Scope Review
We assess whether your complaint is within our scope – See our Adjudication Guide for details about the disputes we can and cannot investigate.
Step 3: Water Company Response
We request a formal response from the Water Company.
Step 4: Adjudication
An Ombudsman makes an independent decision.
Step 5: Outcome
The case is closed once a final decision is made. We aim to provide our adjudication with 25 working days.
You can contact us by:
Telephone: 0333 0524040
Email: info@wateradr.org
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