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?
If you are in dispute with a Water Company and have not been able to resolve your complaint directly with them, we may be able to look into your complaint.
We can consider your dispute if:
- You have completed the Water Company’s complaints process, and
- You have either received a deadlock letter, or
- It has been 8 weeks since your initial complaint
You can then 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: Review
We assess whether your complaint is within our scope.
Step 3: Response
We request a formal response from the Water Company.
Step 4: Adjudication
An Ombudsman makes an independent decision.
Step 5: Closure
The case is closed once a final decision is made.
You can contact us by:
Telephone: 03330524040
Email: info@wateradr.org
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