Dispute Resolution for One Utility Bill (and Fused)

Dispute Resolution for One Utility Bill (and Fused)

With effect from [1^st June 2025], Dispute Resolution Ombudsman (DRO) will provide alternative dispute resolution services to One Utility Bill (and Fused) and their customers.

DRO are an independent, not for profit organisation who are an approved ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

We are completely impartial and disputes are assessed by our legally trained team using the evidence provided by both parties.

Our aim is to raise standards and inspire confidence, we work to uphold the following principles whilst delivering our service.

• Independence
• Fairness
• Effectiveness
• Openness and Transparency
• Accountability

If you find yourself in a dispute with One Utility Bill and you have not been able to resolve this matter with them directly, you may be entitled to raise your dispute with DRO.

When can I raise my dispute with DRO?

You can raise your dispute with DRO if:

1. You have complained to the business and have received their final response referring you to DRO

Or

1. It has been 8 weeks since your first complaint and you have not received a satisfactory response to that complaint

How do I Complain?

DRO can investigate complaints about the products or services you receive via your agreement with One Utility Bill.

If you wish to raise a complaint, click the button below to access our online portal.

[Click Here to Complain]

What can you expect from us?

Your complaint will be assessed on an impartial basis and the service free for you to use.

It will be investigated by one of our team members who collectively hold legal and professional qualifications in Alternative Dispute Resolution and have amassed many years of experience in law and resolving complex consumer disputes.

We aim to resolve all complaints within 6-8 weeks, although this can vary based on the complexity of the dispute and availability of key information.

Any decision we make, if accepted by you will be binding upon the business.