How do I make a complaint?

How can I tell you about my complaint?

Pick the way that works best for you:

Give us a ring: 0191 622 0102 (choose option 1).
Send us an email: complaints@oneutilitybill.co
Chat with us via live chat: https://oneutilitybill.co/
Send us a letter: 5 Media Exchange, Newcastle upon Tyne, NE1 2QB

What info do you need from me when I complain?

To get to the bottom of things quickly, please include:

Your full name and how we can reach you.
Your property address (the one your package is for).
Your package number (if you have it handy).
A clear, detailed description of what's gone wrong or what you're unhappy about.
When the issue started (if you remember).
What you'd like us to do to make it right.

I've sent my complaint. What happens next?

Here's what you can expect from us:

You’ll get an email acknowledging your complaint within 3 working days. This will have your unique complaint reference number (hang onto that). We'll also let you know who's looking after your complaint.
A dedicated team member or manager will dive deep into what happened, fairly and thoroughly.
If things take a bit longer, e.g. if we need to chat with third parties, the team will keep you in the loop with regular updates.

How long will it take to sort out my complaint?

This varies depending on your complaint, but the aim is always to do so as quickly as possible.

For more straightforward complaints, we aim for a resolution confirmed in writing within 5 working days. This might be a friendly apology, a quick refund, or an adjustment to your account.For more complex complaints that need more investigation, we promise to send you our Final Response no later than 8 weeks from when you first told us about it.

What's a 'Final Response' letter?

This is our official summary telling you what we've found after our investigation. It'll sum up your complaint, share our findings, explain why we made our decision, and let you know what we're doing to fix things (if needed). It's also where we'll tell you about your options if you don’t agree with the resolution..

What if I don't reply to your Final Response?

If we don't hear back from you within 8 weeks of sending our Final Response, we'll assume you're happy with how things ended and will close your complaint.

I don’t agree that my complaint was resolved. What about the Ombudsman service?

Most of the time it’s possible to reach a conclusion that everybody agrees with. On rare occasions that’s not possible, we’ll work with the Dispute Resolution Ombudsman (DRO). They're a completely independent, not-for-profit organisation, and they’re government approved to help sort out complaints for free. They're all about fair play and raising standards in our industry.

When can I get the Dispute Resolution Ombudsman (DRO) involved?

You can reach out to the DRO if:

You've received our Final Response letter and you don’t agree with the solution.
It's been 8 weeks since you first told us about your complaint, and you haven't heard back from us with a Final Response.

Important note: You need to contact the DRO within 8 weeks of the date on our Final Response letter.

How do I get in touch with the Dispute Resolution Ombudsman (DRO)?

You can learn more about them and how to use their service here:

Website: http://www.disputeresolutionombudsman.org/
Phone: 0333 241 3209

Can I get free, impartial advice elsewhere?

Absolutely! Citizen's Advice Service: has helpful, free advice on almost every consumer issue.

Website: https://www.citizensadvice.org.uk/

Do I still need to pay my bills while my complaint is being looked into?

Yes, generally, you should keep paying your bills. But if your complaint is specifically about a certain bill or charge, we might be able to put some charges on hold during the investigation. Just chat with us about it when you make your complaint!

Should I keep a record of everything?

It's always a good idea! Try to keep a note of:

When you talked to us (dates and times).
Who you spoke with.
What you discussed and any agreements made.
Copies of any emails or letters you send or receive about your complaint.

How do I make a complaint?

Find out how to submit a complaint and full details of the process.